Snoo Operations and Support (SOS) Manager

Reddit-posted 2 months ago
Full-time • Mid Level
San Francisco, CA
Broadcasting and Content Providers
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Reddit is looking for an experienced Snoo Operations and Support (SOS) leader to help grow our support and operations teams around the world. Our team works cross-functionally with our partners in Infrastructure and Systems, Security, People Ops, and other teams to coordinate work, handle ticket escalations, and resolve issues. We onboard new employees, provision new hardware, provide hands-on support and adhere to security standards for all Reddit employees globally-our Snoos.

  • Lead the team in the development of the support strategy and roadmaps for each of our core SOS offerings within Reddit.
  • Build, scale, implement and improve internal processes and reporting to optimize team productivity.
  • Serve as the top-line escalation point for high-priority support cases including overall triage and management.
  • Assist in our Global Office Expansion projects, helping to define requirements, participate in planning, and provide resourcing to deliver amazing working locations to our Reddit team.
  • Provide oversight and operational management for critical SOS tools including: GSuite, Zoom, Slack, JIRA, and Confluence.
  • Assist with the budgeting process including tracking spend, identifying opportunities for cost savings, and assist SOS Leadership in long-term forecasting.
  • Build and manage relationships and costs for vendors, subcontractors and 3rd party providers.
  • Independently own and drive multiple SOS projects and deliverables for the team.
  • Participate in evaluating, recruiting, hiring, and developing team members.
  • Ability to participate in an on-call rotation that includes after hours and weekend support.
  • Some regional travel may be required to support distributed staff.
  • 5-7 years experience in a hands-on Enterprise support environment.
  • Minimum 2+ years experience in a leadership role within a global support organization.
  • Strong experience as a support engineering manager, leading and scaling teams.
  • A track record of delivering high-quality products and using data/metrics to track progress.
  • A passion for mentoring and developing talent.
  • The ability to navigate complexity, adapt quickly, and focus on the right priorities.
  • Excellent communication and conflict resolution skills, with a commitment to assuming good intent.
  • A customer-focused mindset, balancing the needs of various stakeholders (e.g., users, internal teams).
  • 2+ years managing and maintaining budgets.
  • Proven track record of building a global support organization and managing operations at scale.
  • Experience managing ticket-based enterprise work-flow systems, particularly JIRA Service Desk and Confluence.
  • Extensive technical knowledge of macOS, iOS and, Android.
  • Advanced knowledge in supporting Windows.
  • Expertise in Google Workspace support and administration (Gmail, GCal, Groups, GDocs).
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