Outreach Operations Specialist, Youtube
3 days ago
**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.
- 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.
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**:
- 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.
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.
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