Outreach Operations Specialist, YouTube

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 2 years of experience in a customer or client-facing role supporting incident response management, risk mitigation, or customer support.
• Experience in escalation management, executive communications, incident commanding, and making time-critical decisions with incomplete information.

Preferred qualifications:

• Ability to communicate investigative findings and strategies to technical staff, executive leadership, legal counsel, and internal and external clients.
• Ability to advocate for creator solutions that protects the YouTube ecosystem and its employees.
• Ability to work in and keep up with a fast moving environment via effective prioritization and time management.
• 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 technical acumen and ability to quickly assimilate new information.
• Excellent time and project management skills, and ability to balance multiple tasks and priorities.

About the job

The YouTube Outreach Operations team is a global YouTube team that mitigates harm through incident command of sensitive creator escalations. The team specializes in investigating difficult partner issues that requires careful internal coordination and direct communication with partners. The 24/7 team routinely works with cross-functional teams to address creator/consumer core issues that may be driving potential risk.

In this role, you will be responsible for handling 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. This role will require highly adaptable team members who can navigate the high ambiguity resulting from the development of escalation processes, communication best practices, and engagement strategies.You will continuously optimize our incident operation workflows and manage the execution of new program features and workflows, including interdependencies 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'll be specifically working closely with security, Trust & Safety, social engagement teams, and other YouTube support teams to manage escalations holistically, in order to mitigate credible security and brand reputation risk to YouTube.

At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.

The US base salary range for this full-time position is $85,500-$125,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

In this role, you will be responsible for handling 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. This role will require highly adaptable team members who can navigate the high ambiguity resulting from the development of escalation processes, communication best practices, and engagement strategies.You will continuously optimize our incident operation workflows and manage the execution of new program features and workflows, including interdependencies 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'll be specifically working closely with securi