Director, Social Escalations and Operations, YouTube

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 15 years of experience in communications, social media management, crisis management, or operations.
• 7 years of experience managing and developing global teams, including managing other managers.
• Experience leading responses to high-priority social media incidents, brand crises, and security or safety escalations.
• Experience overseeing 24x7 operational workflows across multiple time zones.

Preferred qualifications:

• Experience driving organizational change (e.g., consolidating fragmented teams into unified, fungible operations or implementing AI-first process improvements).
• Experience forging strategic partnerships with Trust and Safety, Legal, Product, Engineering, and PR teams to solve multi-dimensional problems.
• Understanding of the YouTube ecosystem, creator economy, and community dynamics across platforms.
• Ability to communicate complex operational metrics and incident narratives to executive leadership and cross-functional Vice Presidents.
• Ability to leverage social intelligence, sentiment data, and operational KPIs to drive systemic improvements and mitigate reputational risks.

About the job

As the Director, Global Social and Escalation Operations, you'll lead a critical 24x7 team responsible for protecting YouTube’s brand reputation, fostering community, and ensuring user safety across a complex global landscape. You will navigate the fast-paced world of social media, digital communities, and high-stakes incidents. You'll drive the strategy and execution for how YouTube engages with its vast user base on platforms like YouTube. Simultaneously, you'll oversee the rapid and effective resolution of sensitive and security-related escalations, ensuring a seamless and comprehensive approach to brand protection and user trust.

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.

The US base salary range for this full-time position is $253,000-$356,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

• Define and execute global strategy. Develop and implement a unified global strategy for social support, community engagement, and sensitive/security escalation management, aligning with YouTube's overall brand, product, and safety objectives.
• Establish, track, and report on key performance indicators (KPIs) for both social engagement and escalation resolution, providing insights to executive leadership and driving continuous improvement.
• Oversee the efficient and effective 24x7 operation of the team across all designated platforms (e.g., YouTube, Play Store).
• Lead and manage responses to high-priority social media incidents, brand crises, and security/safety escalations, ensuring swift, accurate, and consistent communication and resolution.
• Identify and mitigate potential reputational risks arising from social media conversations or sensitive escalations.