Program Manager 4
Apply NowCompany: The Judge Group Inc.
Location: Los Angeles, CA 90011
Description:
Responsibilities:
- Manage critical social alerts and escalations, working closely with cross-functional teams to craft external communications and resolve issues.
- Triage and respond to incidents efficiently, adhering to SLAs for sending external social communications and internal Executive communications. Handle a wide range of escalations, including platform outages, technical issues, creator support requests, high-profile social media complaints, and executive concerns.
- Enable our Social and Community vendor operation by providing urgent guidance to agents, developing workflows for timely and emerging social trends, and managing consults from agents.
- Drive continuous improvements by identifying opportunities for enhancing the user experience, external communications, and internal escalation protocols. Collaborate with cross-functional teams to align on communication strategies and stay ahead of escalation trends.
- Be a subject matter expert on YouTube, Creator, and industry social media conversations, contributing valuable insights to weekly internal reports
- Education: Bachelor's Degree - 6-8 years experience in Crisis management, Crisis communications, or Escalation Management
- Must have experience in Written Communication or Communication Strategy in a fast-paced environment
- Experience managing external communications, preferably on public platforms and social media; strong editorial point of view for the YouTube brand voice and tone.
- Experience in crisis response or escalation management; excels at copywriting under timely, strict deadlines.
- Ability to analyze data, identify trends and present key findings to improve future programs and strategies.
- Strong interpersonal and communication skills, with a proven ability to work successfully in cross-functional teams, including with senior stakeholders and executives.
- Understands the urgency of customer impact and has the ability to influence momentum of incident response across multiple teams.
- Ability to work in and keep up with a fast moving environment via effective prioritization and time management; excels at adapting to evolving business priorities and thrives in ambiguity.
- Ability to act as a working incident manager in on-call rotations, over weekends, and adapt to rapidly changing priorities in the YouTube ecosystem.
- Fluency in English is required, any other language is an advantage.
- Expertise and knowledge of YouTube product and policy, YouTube creators and their communities, Internet culture, and an avid expert user of social media.