Global Escalation Manager, APAC YouTube Operations at Google in Singapore

Job description

• As the Global Escalation Manager covering Asia-Pacific (APAC) operating hours, you will be on the front lines of how YouTube shapes and protects our brand reputation 24/7. You will lead a team of Strategic Comms and Risk Managers, supporting them through a range of high-stakes issues that can arise from anywhere, including social media or executive channels.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

• Serve as the executive point of contact in APAC leading escalation management for YouTube’s highest priority escalations.
• Manage the end-to-end lifecycle of escalations during APAC operating hours, ensuring rapid triage, quality external communications, fast resolution, and thorough post-incident analysis.
• Recruit, mentor, and develop a high-performing team of Strategic Comms and Risk Managers in the APAC region, fostering expertise in complex problem-solving, crisis communication, and sensitive issue resolution.
• Deliver clear, concise, and timely crisis communications and post-incident reviews to regional and global executives on critical escalations, trends, and operational performance, including post-incident reviews.
• Establish, track, and report on APAC team operational Key Performance Indicators (KPIs) (e.g., response times, quality, and efficiency) to continuously drive data-backed process improvements.

Requirements

• Bachelor's degree in Business, External Communications, PR, Brand Marketing or a related field, or equivalent practical experience.
• 10 years of experience in a customer or client-facing role supporting social operations, community operations, trust and safety, escalations or a related front-line operations role.
• 7 years of experience managing operations and leading cross-regional teams.
• Experience managing high-profile escalations or external communications, with a strong editorial eye for the YouTube brand voice, tone, and public perception.
• Deep familiarity with the YouTube creator ecosystem, social media and product suite, including trending online cultural topics.
• Exemplary executive presence with a history of writing succinct, high-quality, C-suite-ready reports and successfully influencing director-level and above cross-functional stakeholders.
• Demonstrated ability to influence without authority and coordinate rapid, real-time responses across highly matrixed, cross-functional partners under pressure.
• Willingness and operational capability to support your team ad-hoc, via on-call rotation model to resolve critical P0 incidents on weekends.

Skills

Required

• customer or client-facing role
• social operations
• community operations
• trust and safety
• escalations
• front-line operations
• managing operations
• leading cross-regional teams

Preferred

• managing high-profile escalations
• external communications
• editorial eye for YouTube brand voice
• social media and product suite
• executive presence
• influence without authority
• coordinate rapid, real-time responses
• on-call rotation model