Identify gaps in editorial and content deliverables and provide recommended solutions to proactively mitigate future risks across both social channels and direct user outreach.
Help the team navigate through the implications of high-priority incidents, guiding the content strategy for both public-facing social media responses and direct user de-escalation.
Develop rich relationships and partner with critical internal stakeholders, including Trust and Safety, Legal, Product, Engineering, and PR, to align on content development work and ensure the integration of team activities.
Establish, monitor, and report on key performance indicators (KPIs) for escalation resolution time, quality, and user satisfaction, driving data-driven improvements across your hybrid team.
Provide succinct, accurate, and timely updates to executive leadership on critical escalations, content strategy, and operational performance.

Global Escalation Manager, YouTube Scaled Comms and Escalations

Job Description