Learning Designer, Global Escalation Management Operations

Learning Designer, Global Escalation Management Operations Google - 4.3 San Bruno, CA Job Details Full-time $136,000 - $197,000 a year 1 day ago Qualifications AI models Knowledge management Video tutorial instructional content development Tooling Standard Operating Procedures (SOPs) implementation Content management systems Content writing Generative models AI platforms (beyond public GPTs) Crisis management (risk management strategy) Prompt engineering Video communication Developing new training programs Customer service knowledge base Educational video AI-driven automation Standard operating procedures (SOPs) Policy Development Generative AI Standard operating procedures drafting Educational content composition projects Stakeholder management Full Job Description This role may also be located in our Playa Vista, CA campus. Applicants in the

County of Los Angeles:

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Note:

By applying to this position you will have an opportunity to share your preferred working location from the following: New York, NY, USA; Los Angeles, CA, USA; San Bruno, CA, USA .

Minimum qualifications:

Bachelor's degree or equivalent practical experience. 7 years of experience in documentation and training management for support or operations teams, including authoring and developing learning content as an individual contributor. Experience utilizing Generative AI tools (LLMs, prompt engineering, AI-assisted video/asset generation) in documentation and training programs. Experience building or managing operational workflows in Trust and Safety, Brand Safety, Crisis Response, or Escalations. Experience managing standard operating Procedure documentation, content management systems, and training programs.

Preferred qualifications:

Master's degree in Instructional Design, Library Science, Information Science, or a related field. Experience developing and delivering training on knowledge management best practices and tools. Experience in a changing, 24/7 operational environment. Knowledge of using data analytics to drive significant improvements in knowledge base effectiveness and user satisfaction. Familiarity with the YouTube ecosystem and social media platforms Excellent communication and team-work skills, with the ability to influence and collaborate with executive stakeholders and cross-functional teams. About the job As a Learning Designer for Knowledge and Training within YouTube's Scaled Communications and Escalations team, you will own the end-to-end strategy, design, and implementation of our internal knowledge base systems and operational training programs for our 24/7 Global Escalation Management Operation; this operation manages YouTube's highest priority brand reputation and user safety issues requiring time-sensitive de-escalation. In this multifaceted role, you will ensure our global teams are equipped with a knowledge platform and intuitive and effective training programs to manage YouTube's most sensitive escalations effectively. By blending expertise in instructional design, knowledge management, and content strategy, you will personally design, write, and scale a user-centric, accurate, and impactful learning ecosystem, and use AI to supercharge your efficiency and uplevel your deliverables. You will translate technical and high-stakes risk mitigation workflows into easily digestible and thoughtfully designed knowledge articles and trainings, optimize content structure for knowledge absorption, and measure the direct impact of your initiatives on operational efficiency. Beyond traditional learning design, you will have a keen operational eye capable of analyzing, building, and refining the actual incident management workflows, routing logic, and standard operating procedures (SOPs) that power crisis response. Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US:

$136000 - $197000 (USD) + 15% bonus target + equity + benefits Learn more about benefits at Google. Responsibilities Define the overall strategy, structure, and taxonomy of the social and community operations knowledge base (KB). Establish governance workflows and partner with tooling teams to optimize platform capabilities and user experience. Design, implement, and scale training programs for global workflows, including new hire onboarding, sensitive escalation processes, after-hours coverage, and high-stakes tabletop exercises. Pilot, integrate, and advocate the use of AI tools to accelerate the development life-cycle of KB articles and training modules. Partner with operational leads to map, build, and continuously optimize end-to-end incident response workflows and escalation paths for high-severity social and brand risk events. Partner with tooling teams to explore how AI/automation can improve KB search indexing, semantic routing, and real-time knowledge retrieval for frontline escalation managers. Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.