AddressMinimum qualifications:
- Bachelor's degree or equivalent practical experience.
- Experience working with incident response management, risk mitigation, or customer support.
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.
About the job
A problem isn’t truly solved until it’s solved for all. That’s why Googlers build products that help create opportunities for everyone, whether down the street or across the globe. As a Program Manager at Google, you’ll lead complex, multi-disciplinary projects from start to finish — working with stakeholders to plan requirements, manage project schedules, identify risks, and communicate clearly with cross-functional partners across the company. Your projects will often span offices, time zones, and hemispheres. It's your job to coordinate the players and keep them up to date on progress and deadlines.
Our goal is to build a Google that looks like the world around us — and we want Googlers to stay and grow when they join us. As part of our efforts to build a Google for everyone, we build diversity, equity, and inclusion into our work and we aim to cultivate a sense of belonging throughout the company.
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 through email, social, and phone that mitigate security and brand risks to YouTube.
- Develop connections with regional teams to support and consult in complex creator escalations.
- Serve as a consultant to cross-functional stakeholders on product/policy changes. Own difficult conversations with internal stakeholders.
- 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 P0 escalations requiring immediate support.
