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Senior Manager, European Trust and Safety Response Operations

London, United Kingdom

Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.

We’re looking for a globally experienced Senior Manager to be a key leader for our Trust and Safety Response operations program, a component of Snap’s larger Trust & Safety and Platform Integrity operations teams.  You are someone who is able to keep a cool head under pressure, set and deliver on strategic initiatives, assess and anticipate risk, manage rapidly changing situations, lead by example, and you are excited about creative problem solving, building relationships, data analysis, reporting, and safety investigations to help protect Snapchatters and Snap. You’ll become a subject matter authority in multiple domains by driving projects from beginning to finish and facilitating cross-team communication. Working from our Snap office in London, you’ll collaborate with the Global Security, Engineering, Policy, Customer Operations, and Legal teams, as well as some external safety partners to help keep Snapchatters safe.

What you’ll do:

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  • Be a key leader for the Trust & Safety response operational team, set strategy, objectives, and support team members in addressing Snapchatter needs, instilling trust, and assisting with initiatives to reduce abuse on Snapchat 

  • Execute effective workforce management and capacity planning 

  • Develop, define and drive operational workflows, document objectives, process and results 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 profiling / analysis to enhance operational workflows and enlist full 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 process for Content Review, Identity, Law Enforcement Operations, 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 in a fast-paced and dynamic 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 who’s 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 judgement and ability to problem-solve, both independently and with peers

Minimum qualifications:

  • 10+ years of relevant experience

  • 5+ years of previous people management experience

  • Bachelor's degree

Preferred qualifications:

  • 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

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at

Job ID: 3bf4aac46df38684be5c09ce1e476caa8f02cb6941a67cfcddb1f8aacfa1bac0
Employment Type: Other