Lead, Trust & Safety U.S. Operations

Snap Inc.•New York, NY

6d•$111,000 - $196,000•Hybrid

About The Position

Snap Inc. is seeking a Lead for its Trust & Safety Global Operations & Enablement team. This role involves working cross-functionally with Policy, Legal, Product, and Engineering teams to ensure the safety of Snapchat users. The position supports the implementation of legal and regulatory compliance matters and policy. The ideal candidate is a skilled and unflappable decision-maker passionate about developing safety workflows to improve the user experience. This role requires becoming a subject matter authority in multiple domains, owning projects from start to finish, and facilitating cross-team communication with Global Safety Partners. It is a people manager role, leading a team based in NY, with coordination expected across different time zones as part of a global, matrixed operating model. Due to the nature of Trust & Safety work, candidates must be willing to engage with sensitive and potentially offensive or disturbing content, with support measures in place for team member wellness.

Requirements

Proven leadership capacity with the ability to attract, motivate, develop and retain talent
Experience reviewing sensitive content with a meticulous attention to detail
A track record of identifying gaps and solutions, and implementing new processes – from a policy, operations, and/or tooling perspective
Strong analytical skills, including working with large data sets to solve business problems, and providing practical business insights via data visualization software (Advanced EXCEL, Looker, Tableau, etc.)
Prior experience interacting with regulatory bodies, NCMEC or law enforcement
Great judgment in complex situations and ability to problem-solve, both independently and with peers or management
Excellent verbal and written communication skills
Experience working with product and engineering teams to launch tools and solutions that improve trust across a platform or product
Contribute to the development of Trust & Safety’s scalable enforcement guidance by collaborating with cross-functional teams, including Product, Operations, Trust, Legal, and Communications.
Analyze enforcement, product, market, and other relevant data to refine policy and enforcement guidance, while proactively identifying risk areas and emerging integrity challenges.
Demonstrate the ability to deeply analyze complex issues and identify actionable decisions that can be scaled across manual and automated moderation systems.
Strong investigative skills coupled with a curiosity that leads to identifying and understanding root causes
Proven ability for strategic and critical thinking, demonstrating strong attention to detail while maintaining an understanding of the big picture and the value of both perspectives.
A proven track record of effective leadership with the ability to independently manage a portfolio of complex issues, end to end
Comfort with ambiguity and rapidly shifting scope — this role's boundaries move as the team's and Snap’s needs grow
Working experience with the product development lifecycle within technology, regulations, and/or industry landscape.
A passion for Snapchat, online safety, and creativity!
4+ years of relevant experience
Bachelor's degree or equivalent experience

Nice To Haves

1+ years working directly with product and engineering teams
1+ years of Trust & Safety, Legal, or Regulatory and Compliance, experience a plus, but not required
1+ years experience in operations, implementation, product management or other relevant roles, with a focus on policy issues and collaboration with global operations.

Responsibilities

Provide leadership and guidance for a growing team of T&S Specialists by becoming a subject matter expert in our workflows
Enhance our operational workflows by identifying focus areas and implementing improvements
Liaise with our global safety partners and further strengthen those relationships
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 stakeholders, both internal and external, 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
Regularly identify opportunities to enhance internal processes and improve efficiency, while driving longer-term scalable automated solutions
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-harm,and others, which may be considered offensive or disturbing