Director, Social Escalations and Operations, YouTube

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: <strong>San Bruno, CA, USA; New York, NY, USA; London, UK; Singapore</strong>.<strong>Minimum qualifications:<br><br></strong><ul><li>Bachelor's degree or equivalent practical experience.</li><li>15 years of experience in communications, social media management, crisis management, or operations.</li><li>7 years of experience managing and developing global teams, including managing other managers.</li><li>Experience leading responses to high-priority social media incidents, brand crises, and security or safety escalations.</li><li>Experience overseeing 24x7 operational workflows across multiple time zones.<br><br></li></ul><strong>Preferred qualifications:<br><br></strong><ul><li>Experience driving organizational change (e.g., consolidating fragmented teams into unified, fungible operations or implementing AI-first process improvements).</li><li>Experience forging strategic partnerships with Trust and Safety, Legal, Product, Engineering, and PR teams to solve multi-dimensional problems.</li><li>Understanding of the YouTube ecosystem, creator economy, and community dynamics across platforms.</li><li>Ability to communicate complex operational metrics and incident narratives to executive leadership and cross-functional Vice Presidents.</li><li>Ability to leverage social intelligence, sentiment data, and operational KPIs to drive systemic improvements and mitigate reputational risks.<br><br></li></ul><strong>About The Job<br><br></strong>As the Director, Global Social and Escalation Operations, you'll lead a critical 24x7 team responsible for protecting YouTube’s brand reputation, fostering community, and ensuring user safety across a complex global landscape. You will navigate the fast-paced world of social media, digital communities, and high-stakes incidents. You'll drive the strategy and execution for how YouTube engages with its vast user base on platforms like YouTube. Simultaneously, you'll oversee the rapid and effective resolution of sensitive and security-related escalations, ensuring a seamless and comprehensive approach to brand protection and user trust.<br><br>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.<br><br>The US base salary range for this full-time position is $253,000-$356,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. 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.<br><br>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 .<br><br><strong>Responsibilities<br><br></strong><ul><li> Define and execute global strategy. Develop and implement a unified global strategy for social support, community engagement, and sensitive/security escalation management, aligning with YouTube's overall brand, product, and safety objectives.</li><li>Establish, track, and report on key performance indicators (KPIs) for both social engagement and escalation resolution, providing insights to executive leadership and driving continuous improvement.</li><li>Oversee the efficient and effective 24x7 operation of the team across all designated platforms (e.g., YouTube, Play Store).</li><li>Lead and manage responses to high-priority social media incidents, brand crises, and security/safety escalations, ensuring swift, accurate, and consistent communication and resolution.</li><li>Identify and mitigate potential reputational risks arising from social media conversations or sensitive escalations.<br><br><br></li></ul>Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .

Back to blog
Ads

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...