Community Operations Manager (Escalations and Legal and Privacy)

About the Role

We're looking for an experienced and highly motivated Community Operations Manager to lead our Escalations and Legal/Privacy team. This is a critical role that will focus on managing a high-performing team that handles our most sensitive and high-risk cases, including those escalated by leadership, via social media, as well as legal matters and privacy concerns. You'll be instrumental in ensuring a swift, accurate, and empathetic response to all critical incidents while also using data to drive systemic improvements.

This role requires a leader with deep expertise in managing complex, high-stakes issues. You will be responsible for setting and upholding extremely high standards for case management, working closely with legal, privacy, and other cross-functional teams to ensure alignment and consistency. We are seeking a proactive and detail-oriented leader who can not only manage daily operations but also act as a strategic partner to identify root causes and drive our long-term vision for the team.

1. Lead & Develop: Manage, coach, and develop a high-performing team of specialists who handle critical escalations, legal requests, and privacy issues. You will drive accountability and urgency, setting the pace and ensuring a high-quality, empathetic, and timely response to all inquiries.
2. Performance Excellence: Drive operational excellence by setting and upholding high-performance standards, ensuring your team meets strict KPIs and compliance requirements. You will foster a culture of ownership and a customer-first mindset, ensuring it is applied to every interaction.
3. Complex Case Management: Oversee the handling of sensitive cases, providing guidance and support to your team on complex issues, including those flagged by leadership and those originating from social media channels.

1. Root Cause Analysis (RCA): Lead in-depth root cause analysis on critical incidents and high-volume issues to identify underlying problems and systemic risks.
2. Business Insights: Translate operational data and RCAs into clear, actionable insights for product, legal, policy, and engineering teams to drive long-term solutions.
3. Global Collaboration: Partner with regional and global Community Operations teams to deliver a unified strategic vision for escalations and legal support.

1. Partnership Building: Work closely with legal counsel, privacy officers, public policy, and product teams to streamline workflows and ensure a consistent approach to high-risk issues.
2. Process Improvement: Develop and implement strategies to enhance our handling of legal and privacy requests, focusing on efficiency, compliance, and user trust.
3. Knowledge Management: Ensure the team has the necessary training and resources to navigate a complex and evolving landscape of legal and privacy regulations.

1. Operational Acumen: Proven ability to manage complex operational workflows and drive high-performance standards. Experience managing cases escalated by leadership or through social media is a plus.
2. Analytical Skills: Very strong problem structuring and solving skills, with a proven ability to conduct deep-dive root cause analysis and turn data into actionable insights.
3. Communication: Exceptional communication skills, with the ability to clearly articulate complex legal and operational issues to diverse stakeholders, including senior leadership.
4. Stakeholder Management: Strong ability to influence and collaborate with cross-functional teams and senior leaders.
5. Resilience: Calm under pressure, with strong judgment and the ability to lead a team through challenging and emotionally charged situations.
6. Legal & Privacy Awareness: A solid understanding of legal and privacy principles and a passion for staying informed on relevant regulations (e.g., GDPR, CCPA).

1. Experience: A minimum of 3 years of experience in operations management, with at least 2-3 years of experience in a Senior Team Lead role.
2. A proven track record of driving a high-performance culture and consistently raising the bar for your team is essential. Experience managing teams that oversee critical case management is a bonus.