Outreach Operations Specialist, YouTube

1 week ago

London, Greater London, United Kingdom Google Full time £60,000 - £80,000 per year
Minimum qualifications:
  • Bachelor's degree, or equivalent practical experience.
  • 5 years of experience in a customer or client-facing role.
  • Experience working with incident response management, risk mitigation, escalation management, or policy enforcement.
  • Experience in crisis/escalation management, policy communication.
Preferred qualifications:
  • Experience with YouTube policies, with an ability to advocate for creator solutions that protect the YouTube ecosystem.
  • Ability to communicate in English and an additional language (e.g., Arabic, German, Italian, Polish, Spanish, or Turkish) fluently as this is a customer-facing role that requires interaction with YouTube creators and users, over email and phone.
  • Excellent written and verbal communication skills to engage with cross-functional stakeholders, executives, and external users, to translate policies into concise summaries.
  • Excellent problem-solving, critical thinking skills, and meticulous attention to detail, including making time-critical decisions with incomplete information.
About the job:

Outreach Operations is a global YouTube team that mitigates harm through incident command of sensitive creator escalations. The team specializes in 1:1 de-escalation of creators and consumers that may pose a significant security or brand risk to YouTube and its employees. The 24/7 team routinely works with cross-functional teams to address creator/consumer core issues that may be driving security/brand risk.

In this role, you will be responsible for handling urgent escalations, proactively engaging with creators and users via email and phone, and consulting with other partner-facing teams as a de-escalation expert. You will require highly adaptable team members who can navigate the high ambiguity resulting from the development of escalation processes, communication best practices, and engagement strategies.You will continuously optimize our incident operation workflows and manage the execution of new program features and workflows, including inter-dependencies and opportunity areas.

You will build and leverage relationships across Google, YouTube, and several cross-functional teams, ensuring clear lines of communication and catering your content and delivery to multi-directional audiences. You will be specifically working closely with Global Security and Resilience Services (GSRS) (Security), Trust and Safety, Social and other cross-functional teams to manage escalations holistically, in order to mitigate credible security and brand reputation risk to YouTube.
NOTE: This role requires availability to be on-call and separately operate as an Incident Manager on select weekends to own P0 escalations requiring immediate support.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.
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 connections with regional teams to support and consult in creator escalations.
  • 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 operations efforts. Identify workflow gaps to improve creator escalations that ensure full de-escalation in a timely manner.

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