Lead, Trust & Safety U.S. Operations

Snap Inc.•Los Angeles, CA

3d•Onsite

About The Position

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles. The Trust & Safety (T&S) Team plays an important role in protecting our Snapchatters from content that violates our terms of service or Community Guidelines, while constantly embodying our values of Kind, Smart, and Creative. The T&S team helps create a safe platform experience so that all of our users around the world are empowered to enjoy their experience on our platform, every day. We take great pride in our work as digital first responders and hope you would consider joining us. We’re looking for a Trust & Safety Lead, U.S. Operations to join our Safety Operations team at Snap Inc! What You’ll Do: Lead Operations with regard to the Child Safety and Adult Sexual Content harm domain, which includes Child Sexual Exploitation and Abuse Imagery (CSEAI) Become a subject matter authority in other domains by owning projects from beginning to finish and facilitating cross-team communication with the Legal, Customer Operations, Global Safety Partners, and Engineering teams to help keep Snapchatters safe. Work cross-functionally with our Policy, Legal, Product, and Engineering teams to keep Snapchatters safe on our platform Serve as a key Lead within our Trust & Safety Global Operations team, ensuring our team responds effectively to urgent crises, incidents, and other sensitive reports By becoming a subject matter expert in our tools, domains, and workflows, you will provide leadership and guidance for a growing regional team of T&S specialists, especially those who are responsible for reviewing, investigating, and escalating matters relating to sexual content and other egregious harms Maintain a high bar for operational excellence by enhancing our operational workflows, providing scalable and consistent guidances, identifying focus areas, implementing improvements, and monitoring operational quality Liaise with our internal and external global safety partners and further strengthen those relationships, this includes the National Center for Missing and Exploited Children (NCMEC) Use data to influence decisions and highlight emerging issues impacting users Anticipate risks, manage escalations and balance business needs versus technical constraints Handle time-sensitive inquiries from users or other key external stakeholders and drive an end to end resolution Deliver key projects within the Safety roadmap, incorporating execution, training, data assessment and presentation of results to stakeholders; Partner with legal, policy, product, and engineering teams to provide frontline insights that inform safety product improvements and enforcement policies. Regularly identify opportunities to enhance internal processes and guidances and improve efficiency, while driving longer-term scalable automated solutions Support offshore leadership and workforce development for our globally dispersed vendors Closely follow industry trends to help develop Snap’s thought leadership and T&S operation Be willing and able to work with sensitive issues and content that includes, but is not limited to, child exploitation, graphic violence, self-injury, suicide which may be considered offensive or disturbing

Requirements

Skilled and unflappable decision maker with expertise in developing safety workflows
Proven leadership capacity with the ability to attract, motivate, develop and retain talent
Worked in an operations capacity and has an understanding of typical Trust & Safety topics and concepts.
Experience reviewing sensitive content with a meticulous attention to detail; T&S experience in the child safety space, preferably at a large tech company with considerable experience reviewing child sexual exploitation content
A track record of identifying gaps and implementing new scalable processes
Strong analytical skills, including working with large data sets to solve business problems, and providing practical business insights via spreadsheet or data visualization software (e.g. Advanced Google Sheets, Microsoft Excel, Looker, Tableau, etc.)
Prior experience interacting with NCMEC or law enforcement; Clearly understands legal obligations and reporting flows involved with submitting Cybertips to the National Center for Missing and Exploited Children (NCMEC).
Great judgment in complex situations and ability to problem-solve, both independently and with peers or management
Excellent verbal and written communication skills, and the ability to effectively communicate complex issues relating to investigations and processes, policies, analytics, tooling, and product.
Experience working with product and engineering teams to launch tools and solutions that improve trust across a platform or product
Prior experience managing multiple projects end to end
Candidates ideally have demonstrated an ability to operate in an ambiguous and rapidly changing environment.
A passion for Snapchat, online safety, and creativity!
Bachelor's degree or equivalent years of experience
4+ years of practical experience in the Trust & Safety domain
Due to the nature of Trust & Safety work, you should be willing and able to work with sensitive issues and content that may be considered offensive or disturbing.

Responsibilities

Lead Operations with regard to the Child Safety and Adult Sexual Content harm domain, which includes Child Sexual Exploitation and Abuse Imagery (CSEAI)
Become a subject matter authority in other domains by owning projects from beginning to finish and facilitating cross-team communication with the Legal, Customer Operations, Global Safety Partners, and Engineering teams to help keep Snapchatters safe.
Work cross-functionally with our Policy, Legal, Product, and Engineering teams to keep Snapchatters safe on our platform
Serve as a key Lead within our Trust & Safety Global Operations team, ensuring our team responds effectively to urgent crises, incidents, and other sensitive reports
By becoming a subject matter expert in our tools, domains, and workflows, you will provide leadership and guidance for a growing regional team of T&S specialists, especially those who are responsible for reviewing, investigating, and escalating matters relating to sexual content and other egregious harms
Maintain a high bar for operational excellence by enhancing our operational workflows, providing scalable and consistent guidances, identifying focus areas, implementing improvements, and monitoring operational quality
Liaise with our internal and external global safety partners and further strengthen those relationships, this includes the National Center for Missing and Exploited Children (NCMEC)
Use data to influence decisions and highlight emerging issues impacting users
Anticipate risks, manage escalations and balance business needs versus technical constraints
Handle time-sensitive inquiries from users or other key external stakeholders and drive an end to end resolution
Deliver key projects within the Safety roadmap, incorporating execution, training, data assessment and presentation of results to stakeholders; Partner with legal, policy, product, and engineering teams to provide frontline insights that inform safety product improvements and enforcement policies.
Regularly identify opportunities to enhance internal processes and guidances and improve efficiency, while driving longer-term scalable automated solutions
Support offshore leadership and workforce development for our globally dispersed vendors
Closely follow industry trends to help develop Snap’s thought leadership and T&S operation
Be willing and able to work with sensitive issues and content that includes, but is not limited to, child exploitation, graphic violence, self-injury, suicide which may be considered offensive or disturbing