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Job Description
- Manage critical social alerts and escalations, working closely with PR, Trust and Safety, Product, and Engineering teams to craft external communications and resolve issues.
- Own sensitive, high-consequence escalations by investigating and developing bespoke communication strategies to mitigate security and brand risks and own post-incident reviews and author comprehensive Root-Cause Analysis documents to identify systemic issues.
- Triage and respond to incidents efficiently, adhering to Service Level Agreements (SLAs) for sending external social communications and internal executive communications.
- Drive continuous improvement by identifying opportunities for enhancing the user experience, external communications, and internal escalation protocols.
- Be a subject matter expert on YouTube, Creator, and Industry social media conversations, contributing valuable insights to weekly internal reports.