Social Operations Community Manager (Contract)

Los Angeles, California /
Brand Services – Social Media Marketing /
Contractor
YouTube’s mission is to give everyone a voice and show them the world. With over 1 billion monthly active users, it has become the platform of a generation, shaping and empowering culture and society worldwide.

@TeamYouTube’s social media operation delivers support experiences (proactive and reactive!) that transition YouTube from a corporate brand to a human one – who listens, educates, and advocates for all viewers and creators; while managing brand reputation and minimizing viral support tickets with speedy solutions.

What We Are Looking For:
As a Social Ops Community Manager, supporting the global YouTube Social Operations team (@TeamYouTube), you will work with a team of seasoned Product Community Leads and Social Comms Leads to shape YouTube’s social voice through the best-in-class copywriting and voice initiatives, needed to achieve exceptional, quality, human support. You’ll contribute to Go-To-Market campaigns, influencer escalations and @teamyoutube reply quality reviews.

The successful candidate will be an exceptional social creative and communicator – you should have a strong grasp of how to write human, engaging, relatable copy for large scale consumer tech brands, and thrive in a fast-paced, constantly evolving environment. Bonus points if you’ve supported a large consumer brand, operating at massive scale.

In this role, you’ll directly contribute to our team’s mission & ensure we can provide better, faster social support for more creators and users at scale. When customers reach out to brands on social media, they expect a fast, friendly response. @TeamYouTube delivers on those expectations, while operating at massive scale; we send approximately 50,000 twitter replies every month across 8 languages, twenty four hours a day, seven days a week, while supporting all YouTube users and all products: YouTube (viewers, creators, artists), YouTube Music, YouTube TV, & YouTube Kids.

Responsibilities:
Lead and supervise copywriting for social posts on @TeamYouTube on Twitter - this includes proactive posts and social CR creation for company announcements, updates and during escalation or crisis scenarios.
Have a strong POV on voice and represent the brand voice; help support development and execution of new voice and tone guidelines
Complete daily @teamyoutube reply quality reviews for voice and tone expectations; attend weekly quality calibration sessions to ensure consistency 
Support onboarding of new social agents by approving tweets, hosting voice and tone refreshers and contributing to knowledge/training resources

Minimum Qualifications: 

-BA/BS degree  in relevant field(s) of study (Business, Marketing, Advertising)
-Ability to create writing of all forms, in a consistent manner with key details.
-Minimum 3+ years of relevant experience working in (social) media and/or marketing, preferably in entertainment or tech sectors
-High-level understanding of social media and the ever-evolving social landscape

Preferred Experience:
-Excellent communication skills, with the ability to condense complex written materials into concise talking points 
-Ability to identify opportunities and areas for improvement, and to operate in a fast-paced environment
-Excellent leadership and communication skills, with the ability to collaborate with multiple teams concurrently -