Lead, Trust & Safety U.S. Operations

Snap•New York, NY

5d•Hybrid

About The Position

Snap Inc. is seeking a Lead for its Trust & Safety Global Operations & Enablement team. This role will support the implementation of legal and regulatory compliance matters, as well as policy, within the Trust & Safety domain. The ideal candidate is a skilled and unflappable decision-maker with a passion for developing safety workflows to improve the user experience. This is a people management role, leading a team based in NY, with expectations to coordinate across time zones in a global, matrixed operating model. The role requires willingness to work with sensitive and potentially offensive content, with support systems 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.
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.
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.