Manager, Trust & Safety Enablement

$152,000 - $228,000/Yr

Snap Inc. - New York, NY

Full-time - Mid Level

New York, NY

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Trust & Safety Manager will play a crucial role in ensuring the safety of Snapchat users by managing tooling solutions and workflows within the Trust & Safety (T&S) team. This individual contributor position involves collaborating with cross-functional teams to enhance the user experience on the platform while addressing sensitive content issues. The role requires a strong focus on operational efficiency, project management, and stakeholder engagement to implement effective solutions and improve processes.

Responsibilities

• Act as key point of contact for all aspects of T&S tooling solutions, managing the tooling roadmap and working closely with 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.

Requirements

• 6+ years of relevant experience in online operations, tooling, content moderation, project management, consulting, or equivalent relevant experience.
• Bachelor's degree or equivalent work experience.
• Experience working with JIRA or other similar project management software.
• Experience working with Trust & Safety tooling.
• 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.

Nice-to-haves

• 1+ years working directly with highly technical engineering teams.
• 1+ years of Zendesk Admin Experience.

Benefits

• Paid parental leave
• Comprehensive medical coverage
• Emotional and mental health support programs
• Compensation packages that let you share in Snap's long-term success.