Bachelor’s degree or equivalent practical experience.
4 years of communications, program management experience, customer support, or client services experience.
Experience in crisis/escalation management and policy communication.
Experience challenging the status quo to build more effective and efficient incident management functions.
Knowledge of the YouTube ecosystem.
Motivation to help partners troubleshoot and resolve issues.
Willingness to work outside normal business hours on occasion to support an extremely sensitive incident.
Ability to speak and write in Indonesian, Indic languages, Japanese, or Korean fluently to interact with regional stakeholders and clients.
About the job
In this role, you will provide scaled support, strategic go-to-market plan development, partnership resources, product and policy insights, and partnership management to ensure all partners can thrive within the YouTube ecosystem. You’ll be responsible for handling escalations, engaging with creators and users, and consulting with other partner-facing teams as a de-escalation expert. You will be an important part of the team’s growth in the Asia Pacific (APAC) market, and leveraging regional expertise to identify vulnerabilities and support needs specific to local teams.
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.
Manage sensitive escalations, investigate emerging issues, and proactively engage with YouTube creators and users where necessary. Manage the process of managing an incident escalation to resolution.
Collaborate with cross-functional teams across Legal, Communications, PR, Trust and Safety, Engineering, and Public Policy teams to resolve difficult YouTube creators and users escalations.
Communicate directly with executives about in-flight sensitive escalation. Develop deep connections with regional teams to support and consult in sensitive creator situations.
Optimize our incident operation workflows and manage the execution of new program features and workflows, including interdependencies and opportunity areas.
Serve as a consultant to cross-functional stakeholders on product/process/policy changes and managing difficult conversations
- Salary Range Salary as per market standards
- Salary payable Per Month