Lead, Trust & Safety U.S. Operations

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 Companys 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.

Were 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. Youll 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 youll 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 Snaps 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 & Safetys 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

• Bachelors 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 dont be shy and 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 weve 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 Snaps 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 candidates 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):

Zone B:

Zone C:

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