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 its Platform Operations team. The role owns the support content program and the platforms where it operates, including the Snapchat Support help center, in-app support surfaces, support chatbots and AI agents, and the underlying support platform. The Lead defines the roadmap, runs the operating cadence, and is accountable for the quality and reliability of these experiences, improving support content discovery and resolving Snapchatter issues at scale. This is a hands-on role involving building, configuring, testing, and troubleshooting systems as well as planning the work. The role works with cross-functional partners in Operations, Product, Engineering, Legal, and Policy to operate support experiences, translate legal and policy requirements into durable and auditable processes, and drive measurable improvements in content discovery, self-service resolution, automation, quality, and reliability.

Requirements

BA/BS degree or equivalent years of experience in Communications, Operations, Marketing, or a related field.
At least 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 serving large consumer audiences.
Excellent verbal and written communication skills, strong attention to detail, and a strong editorial eye.
Hands-on fluency with modern support operations systems, including content management and ticketing platforms, support chatbots, and website and product analytics.
Ability to work close to the technical layer, reason about integrations, configuration, authentication, and automated workflows, and troubleshoot under production pressure.
Judicious use of approved AI-assisted tools to build and iterate on internal tools, mocks, and workflow automation, with the judgment to validate outputs where quality, policy, privacy, safety, or customer impact is involved.
Ability to own a domain end to end, define its operating model, set priorities and explicit trade-offs, and drive durable outcomes without formal authority.
Strong problem-solving skills and ability to turn ambiguous business and regulatory challenges into structured, actionable plans.
Composure and sound judgment during incidents, ambiguity, and changing requirements.
Strong interpersonal skills and ability to influence and align stakeholders across Operations, Product, Engineering, Legal, and Policy.

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 tools or workflow automation, including with AI-assisted development tools.
Experience operationalizing regulatory or compliance requirements in 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 is strongly preferred.
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, including 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 a great customer, business, and platform experience.

Responsibilities

Own the roadmap for help center, in-app, and chatbot support content; write, edit, and publish content for product launches, policy changes, and workflow updates; and maintain the style guide and taxonomy.
Own and improve AI-assisted authoring workflows and internal tools, determining where automation can improve leverage, speed, and quality.
Operate support chatbots and ticketing systems in production by authoring and optimizing answer flows, troubleshooting bot behavior, routing, alerting, and integrations, and responding to incidents.
Support and quality-assure automations for credential validation, account access, authentication flows, and support intake forms, and tune automated ticket handling with Platform Operations teams.
Own regulatory support flows and form governance, including intake and reporting forms, escalation and appeals paths, and regional launches; work with Legal and Policy to turn requirements into durable, auditable operating models.
Maintain platform governance and integration hygiene, including integrations, authentication and token migrations, administration and configuration, email alias governance, and access management.
Run sprint and backlog cadences, recurring reviews and readouts, and change communications for cross-functional partners.
Define program success measures and deliver measurable improvements in content discovery, self-service resolution, automation rate, quality, and reliability.