Lead, Trust & Safety U.S. Operations

Lead Trust & Safety Global Operations & Enablement

Snap Inc is a technology company that believes 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, 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're looking for a Lead to join our Trust & Safety Global Operations & Enablement team which works cross-functionally with our Policy, Legal, Product, and Engineering teams to keep Snapchatters safe on our platform. While this role will serve as a key Lead within our Trust & Safety Global Operations team, they will also have hybrid responsibilities and support our Policy Operations function. This role requires a skilled and unflappable decision maker who has a passion for ideating and developing safety workflows in order to improve the experience for Snapchatters everywhere.

This individual will also partner with our Policy and Operations stakeholders to continuously improve and refine our policy training and implementation program. This role will serve as a key player in developing our global policy solutions and enforcement system. You'll become a subject matter authority in multiple domains by owning projects from beginning to finish and facilitating cross-team communication with our Global Safety Partners to help keep Snapchatters safe.

This is a people manager role, with a team that will be based in NY. 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.

What You'll Do:

• Provide leadership and guidance for a growing regional 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 external stakeholders 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
• Support offshore leadership and workforce development for our globally dispersed vendors
• 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-injury, suicide, and others, which may be considered offensive or disturbing

Knowledge, Skills, & Abilities:

• 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
• 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.
• Through mastering a tactical foundation serve as a strategic resource to the policy operations team, helping to shape systems, processes, decision frameworks, and quality standards.
• 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
• Working experience with the product development lifecycle within technology, regulations, and/or industry landscape.
• A passion for Snapchat, online safety, and creativity!

Minimum Qualifications:

• 4+ years of relevant experience
• Bachelor's degree or equivalent experience

Preferred Qualifications:

• 1+ years working directly with product and engineering teams
• 1+ years of Trust & Safety 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.

If you have a disability or special need that requires accommodation, please provide us some information.

"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers, and partners better through dynamic collaboration. To reflect this, we practice a "default together" approach and expect our team members to work in an office 4+ days per week.

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets.

We are an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with applicable law (by example, the requirements of the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, where applicable).

Our 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!

Compensation: In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. The starting pay may be negotiable within the salary range for the position. These pay zones may be modified in the future.

Zone A (CA, WA, NYC): The base salary range for this position is $130,000-$196,000 annually.

Zone B: The base salary range for this position is $124,000-$186,000 annually.

Zone C: The base salary range for this position is $111,000-$167,000 annually.

This position is eligible for equity in the form of RSUs.