Manager, Trust & Safety Enablement

Snapchat is a camera and messaging app that connects people to their friends and the world. Every day around the globe, millions of people use Snapchat to communicate with friends, build relationships, play, and learn. No matter where you are or how you express yourself, it’s always the fastest way to share a moment!

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. 

Within T&S, this role is on the Global Strategic Solutions team (GSS), which manages the T&S vendor operations program and drives successful operations by continuously asking and answering three questions: Are we running a sound business, measuring the right things, and anticipating future business needs? GSS works within T&S and cross-functionally across Policy, Legal, Product and Engineering. This role will be an individual contributor role.

We're looking for a Trust & Safety Manager to join the Trust & Safety team! 

What you’ll do:

• Act as key point of contact for all aspects of T&S tooling solutions, managing the tooling roadmap and working closely with our Product and Engineering teams to implement fixes

• Manage the end-to-end T&S Zendesk experience by ensuring that T&S workflows can be handled within Zendesk; operationalizing new Zendesk workflows; finding automation opportunities to apply tags and track key data

• Work with stakeholders to understand T&S business requirements and translate these requirements into technical/functional specifications. Coordinate with Engineering on development efforts to meet aggressive timelines

• Partner with Product, Engineering, and cross-functional teams to align efforts to improve impact of end-to-end product development and process effectiveness

• Identify tooling discrepancies and provide recommendations for improvements and liaise with technical teams to implement solutions

• Create and enhance knowledge management documentation and deliver training

• Anticipate project risks, negotiate with decision makers, and balance business needs versus technical constraints

• Design and implement new operational workflows (with emphasis on operationalizing them via Zendesk) and track progress via a project plan, consider stakeholder impacts and helping them adopt the change

• 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 which may be considered offensive or disturbing 

Knowledge, Skills & Abilities:

• Experience working with Zendesk

• Strong analytical skills, including working with large data sets to solve business problems, and providing practical business insights (Advanced EXCEL, Google Sheets, etc.)

• Experience in process optimization projects and identifying performance improvement opportunities

• Experience in change management activities, organizational analysis, designing and executing on stakeholder engagement plans, communications plans and learning and development plans

• Experience designing technology roadmaps

• Highly attentive to detail, with ability to accurately analyze lengthy legal documents

• Excellent verbal and written communication skills

• Shown ability to work directly with all cross-functional teams and management

• Comfortable working within a content moderation environment

• Process driven individual with a proven track record of identifying gaps and implementing new processes

• Experience managing multiple high priority projects end to end demonstrating ability to prioritize tasks, track deliverables, communicate externally, and work independently with minimal supervision

• Track record of scaling operations in a fast-paced and dynamic environment

• A team player who’s willing to get their hands dirty and help where needed, no type of work is “beneath” you

• Self-Starter – takes initiative to identify opportunities to improve or build on processes and work products

• Experience in Trust & Safety, content moderation or related field

Minimum Qualifications:

• 6+ years of relevant experience in online operations, tooling, content moderation, project management, consulting, or equivalent relevant experience

• 1+ years of Zendesk Admin Experience

• Bachelor’s degree or equivalent work experience

Preferred Qualifications:

• 1+ years working directly with highly technical engineering teams 

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. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at [email protected].

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 maternity & paternity leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!