Senior Platform Operation Specialist - Trust and Safety

Responsibilities
- Lead platform specialists to collaborate closely with internal and external stakeholders to improve the overall platform service efficiency and quality, deep diving into business requirements and operation pain points to locate opportunities for user experience enhancement, making action plans and formulating a close loop
- Work with cross-functional teams to drive ticket handling efficiency improvements via ticket review, data analysis, product enhancement, workflow standardization, knowledge documentation and training
- Continuously monitor platform operation metrics, not limit to tickets handling quality and efficiency metrics. initiate and implement improvement changes & processes to constantly drive operation excellence via leveraging service data insights
- Refine and iterate the platform operation specialist team's inputs and outputs measurement system to keep alignment with the direction and goals of our partner teams and overall global operation team
- Coordinate internal and external resources based on operational activities' requirement, priority & complexity
- Develop the platform operation specialist team and support the members' career growth

Qualifications

Minimum Qualifications
- Experience in escalations process management to technical issues
- Detail-orientated, excellent problem-solving and critical thinking skills
- Rich experience in building knowledge bases for users and internal teams
- Great project management, stakeholders management and time management skills
- Strong sense of ownership and accountability

Preferred Qualifications:
- Bachelor's degree or above, with at least 5+ years of relevant work experience in user operations/ product technical support/ product operations/ project management
- Minimum 3+ years of data analysis experience, strong data processing skills and data sensitivity
- People management with coaching and mentoring experience will be a plus

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $110222 - $202667 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.