Senior Manager, Trust & Safety Enablement

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 Trust & Safety Enablement Senior Manager to join team Snap! As a member of the Trust & Safety (T&S) team, you will have the knowledge and skills to handle all types of reports from Snapchatters and workflows that align to our Community Guidelines, as well as drive successful projects and tooling initiatives. Working from one of our west coast offices (Los Angeles, Mountain View, San Francisco or Seattle), you’ll collaborate with the Legal, Policy, Product, and Engineering teams to improve Trust & Safety operations and protect Snapchatters.

What you’ll do:

• Serve as a key member of the T&S leadership team

• Lead scaling and optimization initiatives that drive operational excellence

• Deliver key projects within the T&S Operations roadmap, including execution; measured progress; and presenting results to stakeholders throughout

• Anticipate project risks, provide escalation management, negotiate with decision makers, and balance business needs versus technical constraints.

• Keep up-to-date with industry trends to help improve Snap operations and thought leadership

• Design and implement new operational workflows and track progress via a project plan, consider stakeholder impacts and help them adopt the change

• Enhance existing operational workflows via process improvements

• Partner with Product, Engineering, and cross-functional teams to align efforts to improve impact of end-to-end product development and process effectiveness

• Identify tooling discrepancies and provide recommendations for improvements and liaise with technical teams to implement solutions

• Constantly evaluate internal practices and drive solutions that make our teams scalable

• Enhance existing Quality Assurance (QA) process and improve QA reporting to accelerate quality improvements

• Develop and track internal/external business metrics related to new projects and capabilities 

• Design, build, and maintain reports, dashboards, and metrics to monitor operations performance

• Create and enhance knowledge management documentation and deliver training

• Accurately review  and process various types of reports from Snapchatters

• Review team members’ work product, create and deliver training, and provide feedback 

• Serve as a consultative partner with our vendor team and provide expertise for processing all types of reports with a high degree of quality and efficiency 

• You’ll set an example and be an active mentor of others

Knowledge, Skills, & Abilities:

• Experience managing multiple projects end to end demonstrating ability to prioritize tasks, track deliverables and work independently with minimal supervision

• Strong analytical skills, including working with large data sets to solve business problems, and providing practical business insights (Advanced EXCEL, Google Sheets, etc.)

• Experience in process optimization projects and identifying performance improvement opportunities

• Experience in requirements gathering and analysis, workshop facilitation and stakeholder interviews

• Experience in change management activities, organizational analysis, designing and executing on stakeholder engagement plans, communications plans and learning and development plans

• Experience designing technology roadmaps

• Highly attentive to detail, with ability to accurately analyze lengthy legal documents

• Excellent verbal and written communication skills

Minimum qualifications:

• 8+ years of experience in consulting, operations, or related experience managing special projects

Preferred qualifications:

• Experience working in Trust & Safety, security and safety, law enforcement, compliance, or a related field

• Bachelor's degree in business, criminal justice, political science, sociology, public administration, international relations, computer science, or another related area of study

• Experience in Design Thinking projects

• Experience using Agile Project Management Methodology

• Process driven individual with a proven track record of identifying gaps and implementing new processes

• Experience analyzing data to understand business challenges and trends using Looker or Tableau

• Not afraid to roll up your sleeves to get the job done, no type of work is “beneath” you

• Able to work independently while also operating as a collaborative team player

• Experience managing a growing team

• Experience collaborating with internal and external stakeholders at all levels of the company

• A passion for Snapchat and online safety!

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 accommodations-ext@snap.com.