Trust & Safety Tooling Enablement Senior Specialist

Snap Inc. • New York, NY

23d • $40 - $70 • 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 Tooling Enablement Sr. Specialist to join the Trust & Safety team to help build and implement the tools we use. You will serve as the nexus between our Operations and Product teams, working across both to deeply understand operational needs and translate them into clear, logical product requirements. Being detail-oriented, organized, and scrappy is fundamental to this role, as the challenges are complex and numerous. Based in our New York City, Los Angeles, or San Francisco office, you’ll work closely with the Tooling Manager and partners across Operations, Product, Engineering, Data Science, Policy, and Legal to streamline safety processes, drive strategy, and protect Snapchatters. 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. Our team has carefully devised measures and support in place to ensure wellness for all our team members.

Requirements

• Deep experience working with Trust & Safety tooling and working closely with Product / Engineering to manage projects that improve safety and user experience
• A team player who’s willing to get their hands dirty and help where needed, as no type of work is “beneath” you
• Self-starter mentality; takes initiative to identify opportunities to improve or build on processes and work products
• Highly attentive to detail, able to test out new features and ensure quality controls are implemented
• Strong analytical skills, including working with Data Science to solve business problems, and providing practical business insights
• Experience in process optimization projects and identifying performance improvement or automation opportunities
• Experience designing technology roadmaps with requests from multiple stakeholders and prioritizing features / bugs accordingly
• Experience managing multiple high priority projects end to end, demonstrating ability to prioritize tasks, track deliverables, communicate externally, and work independently with minimal supervision
• Experience working with JIRA or other similar project management software to track end to end feature development and resolution of issues
• Excellent verbal and written communication skills
• Comfortable working within a content moderation environment
• 3+ years of experience in product operations, enablement, product management, consulting, project management, or related experience managing special projects
• Bachelor’s degree or equivalent work experience

Nice To Haves

• 1+ years of Trust & Safety experience a plus, but not required
• 1+ years working directly with engineering teams

Responsibilities

• Proactively identify tooling discrepancies, provide recommendations for improvements, and liaise with technical teams to implement solutions
• Day-to-day maintenance of existing tooling requests to ensure that they are triaged and acted upon appropriately
• Work with our operations and vendor teams to resolve bugs, design enhancements, and pressure test requests to make changes to our tools
• Create and enhance knowledge management documentation of the safety tooling ecosystem and deliver trainings on new functionality
• Anticipate project risks, negotiate with decision makers, and balance business needs versus technical and resource constraints
• Design and implement new operational workflows (with emphasis on operationalizing them within our Internal Tools) and track progress via a project plan, considering stakeholder impacts and helping them adopt the change
• Act as a point of contact for T&S operational tooling solutions, providing input on the roadmap and working with our Product and Engineering teams to implement fixes
• Be willing and able to work with sensitive, offensive, or disturbing issues and content that includes but is not limited to child exploitation, graphic violence, self-injury, and suicide which may be considered offensive or disturbing

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: Mid Level