Lead, Strategy & Operations

Snap Inc.•Los Angeles, CA

1d•$121,000 - $214,000•Onsite

About The Position

Snap Inc. is seeking a Lead, Strategy & Operations to join the Platform Operations team. This role will be responsible for the end-to-end ownership of the support content program and its associated surfaces, including the Snapchat Support help center, in-app support, support chatbots, AI agents, and the underlying support platform. The individual will define the roadmap, manage the operating rhythm, and ensure the quality and reliability of these experiences to enhance support content discovery and resolve user issues at scale. This is a hands-on role requiring the ability to build, configure, test, and troubleshoot systems. The company operates Snapchat, Specs Inc., Bitmoji, Saturn, and other digital services, aiming to improve how people live and communicate through technology.

Requirements

Excellent verbal and written communication skills, with high attention to detail and a strong editorial eye.
Deep, hands-on fluency with the systems a modern support operation runs on: content management and ticketing platforms (Zendesk or equivalent), support chatbots, and website and product analytics.
Comfort operating close to the technical layer, reasoning about integrations, configuration, authentication, and automated workflows, and troubleshooting them under production pressure.
Fluent, judicious use of approved AI-assisted tools to build and iterate on internal tools, mocks, and workflow automation, and the judgment to validate outputs where quality, policy, privacy, safety, or customer impact is involved.
Ability to own a domain end to end: define the operating model, set priorities and explicit trade-offs, and drive durable outcomes without formal authority.
Excellent problem-solving skills, with the ability to translate ambiguous business and regulatory challenges into structured, actionable plans.
Composure and clear judgment during incidents, ambiguity, and shifting requirements.
Strong interpersonal skills and the ability to influence and align stakeholders across Operations, Product, Engineering, Legal, and Policy.
BA/BS degree or equivalent years of experience in Communications, Operations, Marketing, or a related field.
6+ years of experience in program or project management, support or marketing content, or a closely related field.
Experience owning support or help content, customer support operations, or programs that serve large consumer audiences.

Nice To Haves

Experience operating a support chatbot or conversational-AI support surface in production, including authoring answer flows and troubleshooting live behavior.
Experience building lightweight internal tooling or workflow automation, including with AI-assisted development tools.
Experience operationalizing regulatory or compliance requirements into support flows, intake and reporting forms, or appeals and escalation paths.
Experience with Zendesk administration, integrations, and authentication or token migrations, and familiarity with ticketing tools such as Jira.
Hands-on experience with a ticketing or content management platform (Zendesk strongly preferred) and comfort using data to inform decisions.
Experience with localization and quality-assurance teams, processes, and systems.
Experience analyzing and improving website or in-app search and content discovery (SEO).
Web content development experience, including HTML and CSS.
Previous experience at a consumer technology, communications, or social media company.
Passion for supporting the Snapchat community and understanding what makes for a great customer, business, and platform experience.

Responsibilities

Own the roadmap for help center, in-app, and chatbot support content, and write, edit, and publish content for product launches, policy changes, and workflow updates while maintaining the style guide and taxonomy.
Own and improve the AI-assisted authoring workflow and internal tooling the content program runs on, and define where automation should scale to improve leverage, speed, and quality.
Operate support chatbots and ticketing systems in production: author and optimize answer flows, troubleshoot bot behavior, routing, alerting, and integrations, and act as a first responder during incidents.
Support and quality-assure automations tied to credential validation, account access, authentication flows, and support intake forms, and tune automated ticket handling in partnership with Platform Operations teams.
Own regulatory support flows and form governance, including intake and reporting forms, escalation and appeals paths, and regional launches, translating legal and policy requirements into durable, auditable operating models with Legal and Policy.
Maintain platform governance and integration hygiene: integration upkeep, authentication and token migrations, admin and configuration hygiene, email alias governance, and access management.
Run the sprint and backlog cadence, recurring reviews and readouts, and change communications that keep cross-functional partners aligned on what is changing, when, and why.
Define success measures for the program and be accountable for measurable improvements in content discovery, self-serve resolution, automation rate, quality, and reliability.