Senior Manager, Trust and Safety Response Operations
Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles.
The Trust & Safety team’s mission is to help keep Snapchatters safe and ensure our community trusts Snapchat. We’re looking for a Senior Manager, US Response Operations to join the Trust & Safety team at Snap Inc!
What you’ll do:
Lead the Trust & Safety US response operations team, set strategy, objectives, and support team members in responding to Snapchatter safety reports, and assisting with initiatives to reduce abuse on Snapchat
Execute effective workforce management and capacity planning
Develop, define and drive operational workflows, and collaborate with Engineering on tool enhancements
Deliver efficient and empathetic results to Snapchatters, internal stakeholders, and third-party sources reporting abuse and violations of Snap’s Community Guidelines
Analyze Trust & Safety data to identify trends impacting Snapchatters
Accountable for coordinating Trust & Safety escalations and detailed analysis to enhance operational workflows and enlist cross-functional resources in combating potential safety threats
Use data to influence decisions, drive change and support Policy evolution
Anticipate project risks, provide escalation management, negotiate with decision makers, and balance business needs versus technical constraints
Deliver key projects within the Safety roadmap, including execution; measured progress; and presenting results to stakeholders throughout
Provide support and work on cross-functional workflows and projects with Content Review, Identity Operations, Law Enforcement Operations, Product, Engineering, Legal, Comms and Policy teams
Keep up-to-date with industry trends to help improve Snap operations and thought leadership
Constantly evaluate internal practices and drive solutions that make our teams scalable
Knowledge, Skills, & Abilities:
Background in Trust & Safety, content moderation or related field
Proven track record of scaling operations and driving operational rigor in a fast-paced, dynamic, and data-driven environment
A detail-oriented individual with executive maturity, business acumen, and the ability to influence and communicate within all levels of the organization
A team player willing to get their hands dirty and help where needed
Comfortable working within a content moderation environment
Excellent leadership skills to motivate, develop and retain talent
Strong analytical skills, including working with large data sets to solve business problems, and providing practical business insights via data
Shown ability to work directly with all cross-functional teams and management
Excellent verbal and written communication skills
Great judgment and ability to problem-solve, both independently and with peers
10+ years of relevant experience
5+ years of previous people management experience
Process driven individual with a proven track record of identifying gaps and implementing new processes
Experience managing multiple projects end to end
Self-Starter — takes initiative to identify opportunities to improve or build on processes and work products
In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These pay zones may be modified in the future.
Zone A (CA, WA, NYC): The base salary for this position is $205,000 - 295,000 annually
Zone B: The base salary for this position is $195,000 - 280,000 annually
Zone C: The base salary for this position is $174,000 - 251,000 annually
This position is eligible for equity in the form of RSUs
"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office at least 80% of the time (an average of 4 days per week). For roles with remote consideration: Remote team members still are expected to travel for mandatory in-person gatherings and to fulfill business needs, at least 4 to 6 times per year.
If you are not based in the same location(s) listed for this role and are open to relocation, we encourage you to apply to take advantage of our generous relocation policy.
Our Benefits: Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!