X Support Center Site Lead, Safety

X • Bastrop, TX

95d • $165,000 - $215,000

About The Position

As the Sr. Manager of Safety, you will oversee all frontline Safety operations in Bastrop, ensuring high performance and adherence to X’s Rules and policies. You will coordinate daily operations across the Texas X Support Center, acting as the primary liaison between Texas and other X Support Centers. Your role will involve collaborating with product engineering and data science teams to implement AI-based tools for content moderation, leveraging data insights to drive improvements, and resolving operational issues proactively. You will also develop strategic plans for operational growth and lead a team of Supervisors to enhance employee engagement and collaboration across functions.

Requirements

• 10+ years of experience in global customer service or Safety operations.
• 10+ years managing large-scale operations (250+ employees).
• Proficient in data analysis with hands-on experience using SQL or Python.
• Passionate about AI and automation in Safety operations.

Nice To Haves

• Experience leading and growing a service center through technological change.
• Prior experience in content moderation, Safety, or support operations.
• Experience building or scaling operations from scratch.
• Bachelor’s degree (MBA or advanced degree preferred) in a relevant field.
• A strategic thinker with a proven track record of leading complex projects.
• Skilled in crisis management and decision-making under pressure.
• Familiar with global content moderation challenges and legal frameworks.

Responsibilities

• Manage all frontline Safety operations in Bastrop, ensuring high performance and adherence to X’s Rules and policies.
• Coordinate daily operations across the Texas X Support Center, ensuring synchronization and compliance with productivity metrics.
• Serve as the primary point of contact between Texas and other X Support Centers and the tier two Strategic Response Team.
• Collaborate with product engineering and data science teams to implement AI-based tools for content moderation.
• Use querying languages (e.g., SQL or Python) to analyze operational data and drive data-informed improvements.
• Anticipate and address operational challenges proactively, implementing preventive measures.
• Create long-term roadmaps with actionable milestones for operational growth and sustainability.
• Manage a team of Supervisors overseeing Safety Agents and Specialists, providing coaching and mentorship.
• Implement programs to improve employee satisfaction and foster a positive work environment.
• Partner with internal stakeholders to build a center of excellence and align on Safety objectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 51-100 employees