Youtube Outreach Operations Specialist

• Own sensitive, 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.
• Serve as a consultant to cross-functional stakeholders on product/policy changes. Must be able to own difficult conversations with internal stakeholders.
• Organize and implement cross-functional initiatives, ensuring alignment with broader Ops efforts.
• Identify workflow gaps to improve creator escalations that ensure full de-escalation in a timely manner. 
• Operate as an Incident Manager on select weekends to own sensitive escalations requiring immediate support.

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience
  
• 5 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 act as a working incident manager in on-call rotations, over weekends, and adapt to rapidly changing priorities in the YouTube ecosystem.
• Ability to communicate in English fluently to support client relationship management in this region.
• Ability to work in the environment via prioritization and time management.
• Excellent time and project management skills, ability to balance multiple tasks and priorities.

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.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Hyderabad, Telangana, India; Bengaluru, Karnataka, India; Gurugram, Haryana, India.

• Bachelor’s degree or equivalent practical experience
  
• 5 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.