Outreach Operations Specialist, YouTube
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This role may also be located in our Playa Vista, CA campus.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: San Bruno, CA, USA; Los Angeles, CA, USA.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.
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.
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.
- Develop deep connections with regional teams to support and consult in complex creator escalations. Identify workflow gaps to improve creator escalations that ensure full de-escalation in a timely manner.
- Serve as a consultant to cross-functional stakeholders on product/policy changes, and own difficult conversations with internal stakeholders.
- Organize and implement cross-functional initiatives, ensuring alignment with broader Ops efforts.
- Independently operate as an Incident Manager on select weekends to own highly sensitive escalations requiring immediate support.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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