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- Tasks: Manage urgent creator escalations and develop communication strategies to mitigate risks.
- Company: Join YouTube, a platform empowering voices and fostering community through creativity.
- Benefits: Enjoy flexible work options, a vibrant culture, and opportunities for personal growth.
- Why this job: Be part of a dynamic team tackling real-world challenges in a fast-paced environment.
- Qualifications: Bachelor's degree or equivalent experience; 2 years in incident response or customer support required.
- Other info: Work with cross-functional teams and engage directly with creators and users globally.
The predicted salary is between 36000 - 60000 £ per year.
Experience completing work as directed, and collaborating with teammates; developing knowledge of relevant concepts and processes.
Bachelor's degree or equivalent practical experience.
2 years of experience working with incident response management, risk mitigation, or customer support.
Experience in escalation management, executive communications, and incident commanding workflows.
Experience in translating information including policies and situations into summaries that facilitate decision-making.
Experience in documenting and explaining scenarios/user journeys for various audiences, including cross-functional stakeholders, executives, and external users.
Experience partnering across a global matrixed organization and aligning multiple cross-functional executive stakeholders.
Preferred qualifications:
- Experience with YouTube policies and support workflows and ability to advocate for creator solutions that protect the YouTube ecosystem.
- Ability to work in and keep up with a fast moving environment via effective prioritization and time management.
- Strong technical acumen and ability to quickly assimilate new information.
- Ability to act as a working incident manager in on-call rotations, over weekends, and adapt to rapidly changing priorities in the YouTube ecosystem.
- Excellent time and project management skills, and ability to balance multiple tasks and priorities.
- Ability to communicate in English and any other European language for communicating with stakeholders.
Outreach Operations is a global YouTube team that mitigates harm through incident command of sensitive creator escalations. The team specializes in 1:1 de-escalation of creators and consumers that may pose a significant security or brand risk to YouTube and its employees. The 24/7 team routinely works with cross-functional teams to address creator/consumer core issues that may be driving security/brand risk. In this role, you will be responsible for working in urgent and complex escalations, proactively engaging with creators and users via email and phone, and consulting with other partner-facing teams as a de-escalation expert.
You will continuously optimize our incident operation workflows and manage the execution of new program features and workflows, including inter-dependencies and opportunity areas. You will build and leverage deep relationships across Google, YouTube, and several cross-functional teams, ensuring clear lines of communication and catering your content and delivery to multidirectional audiences. You will be specifically working closely with GSRS (Security), Trust and Safety, Social and other cross-functional teams to manage escalations holistically, in order to mitigate credible security and brand reputation risk to YouTube.
Responsibilities:
- Own sensitive, high-consequence escalations by thoroughly investigating creator/consumer issues and developing bespoke communication strategies via email, social, and phone that mitigate security and brand risks to YouTube.
- Communicate directly with YouTube creators and users while managing escalations, handling difficult conversations.
- Develop deep connections with regional teams to support and consult in creator escalations.
- Serve as a consultant to cross-functional stakeholders on product/policy changes.
- Own difficult conversations with internal stakeholders.
- Identify workflow gaps to improve creator escalations that ensure full de-escalation in a timely manner.
- Operate as an Incident Manager on select weekends to own priority escalations requiring immediate support.
Outreach Operations Specialist, YouTube employer: Google Inc.
Contact Detail:
Google Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Outreach Operations Specialist, YouTube
✨Tip Number 1
Familiarise yourself with YouTube's policies and support workflows. Understanding these will not only help you in the interview but also demonstrate your commitment to the role and the company.
✨Tip Number 2
Network with current or former employees of YouTube, especially those in outreach or incident management roles. They can provide valuable insights into the team dynamics and expectations, which can be a game-changer during your application process.
✨Tip Number 3
Prepare for situational questions that may arise during interviews. Think about how you would handle complex escalations or difficult conversations, as these scenarios are likely to come up given the nature of the role.
✨Tip Number 4
Showcase your ability to work in fast-paced environments by sharing examples from your previous experiences. Highlighting your time management and prioritisation skills will resonate well with the hiring team.
We think you need these skills to ace Outreach Operations Specialist, YouTube
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in incident response management, risk mitigation, and customer support. Use specific examples that demonstrate your ability to handle escalations and communicate effectively with various stakeholders.
Craft a Strong Cover Letter: In your cover letter, emphasise your understanding of YouTube policies and workflows. Discuss how your skills align with the responsibilities of the Outreach Operations Specialist role, particularly your experience in managing sensitive escalations and developing communication strategies.
Showcase Technical Acumen: Highlight any technical skills or experiences that demonstrate your ability to quickly assimilate new information. Mention any tools or systems you have used in previous roles that are relevant to incident management and escalation processes.
Prepare for Potential Questions: Anticipate questions related to your experience with difficult conversations and managing urgent escalations. Be ready to provide examples of how you've successfully navigated complex situations and collaborated with cross-functional teams.
How to prepare for a job interview at Google Inc.
✨Understand YouTube Policies
Familiarise yourself with YouTube's policies and support workflows. Being able to discuss these in detail will show your understanding of the platform and your ability to advocate for creator solutions.
✨Demonstrate Incident Management Skills
Prepare examples from your past experience where you successfully managed escalations or incidents. Highlight your ability to handle difficult conversations and how you approached problem-solving in high-pressure situations.
✨Showcase Communication Abilities
Practice articulating complex information clearly and concisely. Be ready to explain how you've translated policies into actionable summaries for different audiences, as this is crucial for the role.
✨Highlight Cross-Functional Collaboration
Discuss your experience working with various teams and stakeholders. Emphasise your ability to build relationships and communicate effectively across a global organisation, which is key for managing escalations holistically.
