Global Escalation Manager, APAC YouTube Operations

Global Escalation Manager, APAC YouTube Operations

About the job

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.