Manager, Proactive Trust & Safety Operations

Snap • Santa Monica, CA

7d • $133,000 - $235,000 • 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 Manager to join Team Snap’s growing Proactive Trust & Safety Operations team! You will be expected to oversee components of Snap’s proactive harm and abuse detection framework and to flex in to support the larger T&S team as needed. We are looking for someone who is able to keep a cool head under pressure, and is excited about cross-functional work with our Policy, Product and Engineering teams, building and improving processes, and taking a hands-on, innovative approach to helping keep Snapchatters safe. You will become a subject matter expert in Snap’s proactive detection tools and services, and own projects from start to finish.

Requirements

• Comfort working within a content moderation environment, including frequent exposure to sensitive content
• Experience managing multiple projects end to end, demonstrating ability to prioritize tasks, track deliverables and work independently with minimal supervision
• Strong analytical skills, including working with large data sets to solve business problems, and providing practical business insights (Advanced EXCEL, Google Sheets, Grafana etc.)
• Experience in process optimization projects and identifying performance improvement opportunities
• Familiarity with machine learning, including LLMs
• Ability to problem solve, both independently and with peers, and to structure ambiguous business challenges into actionable plans
• Background working effectively with cross-functional teams at all levels of the company
• Excellent verbal and written communication skills, and ability to communicate effectively and appropriately within all levels of the organization
• Highly attentive to detail
• Ability to prioritize, focus and thrive in a dynamic work environment, and to adapt to evolving business needs
• Ability to comfortably navigate ambiguity and gray areas, and confidently make decisions despite imperfect or incomplete information
• Experience working with product and engineering teams to develop tools and solutions that improve trust across a platform or product
• Ability to work flexible hours, including rotational weekends on-call
• Bachelor’s degree
• 8+ years of experience working in technology, safety, or a related field

Nice To Haves

• 2+ years of managing teams
• If you have a disability or special need that requires accommodation, please don’t be shy and provide us some information

Responsibilities

• Act as the primary subject matter expert and accountable leader for elements of Snap’s proactive detection system
• Enhance the team’s work through recommendations for optimizing tooling, as well as process development and improvement, and drive implementation of the solutions
• Work closely with other proactive detection team members to ensure seamless collaboration and parity across detection systems
• Manage detection operations against quality targets in a highly dynamic and fast-paced environment.
• Manage detection-related escalations, including triaging, assessing prioritization, communicating with impacted stakeholders, and developing responsive plan
• Oversee vendor-supported labeling work, providing guidance and feedback to achieve optimal operational outcomes
• Track detection-related metrics and identify new opportunities for measuring the impact of the team’s work
• Analyze and audit data to identify user trends and malicious behavior, and work with team to make responsive changes
• Take ownership of XFN communication regarding detection work, ensuring internal stakeholders are aware of priorities, progress and challenges, and understand the reasons behind them
• Conduct research and source intelligence related to high priority harm areas
• Model leadership and actively mentor others; review team members’ work as needed
• Anticipate project risks, negotiate with decision makers, and balance business needs versus technical constraints in the context of large and complex business problems
• Develop and conduct training for other T&S team members
• Create and maintain knowledge management documentation

Benefits

• Snap Inc. is its own community, so we’ve got your back!
• We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms.
• Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees