About this role
The Scaled Comms and Escalations (SCE) organization provides support to all YouTube users – viewers, paid users and subscribers, and creators, artists and media companies globally, through a variety of scaled support platforms across Social, Help Center, Product Forum, and YouTube Help Channels.
SCE is building YouTube’s first-ever AI-First Content and Media Operations (CMO) team, which will be at the forefront of using revolutionary AI models to create and manage content at YouTube. This team is responsible for our external YouTube Help Centers, the YouTube Creators channels, the YouTube Viewers channel, and company-wide support graphics. We are building an efficient, and highly skilled team that will leverage AI technologies to produce high-quality content at scale, helping and educating users and creators around the world. Our mission is to 5X content production speed, boost quality, and adapt to critical business needs, ultimately delivering a superior experience to our users.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.Individual pay is determined by factors including job-related skills, experience, and relevant education or training.
US: $116000 - $166000 (USD) + 15% bonus target + equity + benefits
Learn more about benefits at Google (https://www.google.com/about/careers/applications/benefits/).
Minimum qualifications:
- Bachelor's degreeor equivalent practical experience.
- 4 year of experience in public relations, media relations, or internal and executive communications with technology products or services.
Preferred qualifications:
- Experience with stakeholder management and working with cross-functional teams.
- Experience in a studio or media production environment.
- Experience using data to inform process design and optimization.
- Excellent investigative and problem-solving skills.
- Excellent communication and stakeholder management skills, with the ability to articulate and advocate for design decisions.
- Create and deliver scaled help content across multiple format types (written, video, and graphics) for go-to-market product launches and continuous improvement.
- Serve as the comms expert and content portfolio owner across the YouTube Help Center and Owned and Operated YouTube channels for designated product areas. Be responsible for strategic content projects within their assigned product areas, including content and content architecture improvement.
- Work with the CMO Operations team to pilot, improve, and implement AI-first content workflows and general operational improvements.
- Analyze data (e.g., help center page views, video views and sentiment, escalation rates, etc.) and leverage best practices to execute content strategies.
- Manage cross-functional relationships with Product Activation Managers, Product Managers, Product Marketing Managers, Legal, and Public Relations counterparts for designated product areas.