Manager, Trust & Safety Enablement

$129,000 - $228,000/Yr

Snap Inc. - Los Angeles, CA

Full-time - Senior

Los Angeles, CA

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

About the position

The Trust & Safety Manager at Snap Inc. plays a crucial role in ensuring a safe platform experience for Snapchat users. This individual contributor position is part of the Trust & Safety Global Operations & Enablement team, which collaborates with various departments to protect users from harmful content while embodying the company's values. The role involves managing tooling solutions, optimizing workflows, and enhancing knowledge management documentation to support the Trust & Safety team's mission.

Responsibilities

• Act as key point of contact for all aspects of T&S tooling solutions, managing the tooling roadmap.
• Manage the end-to-end T&S Zendesk experience, ensuring workflows can be handled within Zendesk.
• Work with stakeholders to understand T&S business requirements and translate them into technical specifications.
• Coordinate with Engineering on development efforts to meet aggressive timelines.
• Partner with Product, Engineering, and cross-functional teams to improve product development and process effectiveness.
• Identify tooling discrepancies and provide recommendations for improvements.
• 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 and track progress via a project plan.

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.
• Strong analytical skills, including working with large data sets to solve business problems.
• Experience in process optimization projects and identifying performance improvement opportunities.
• Experience in change management activities and organizational analysis.
• Excellent verbal and written communication skills.
• Proven track record of identifying gaps and implementing new processes.

Nice-to-haves

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

Benefits

• Paid parental leave
• Health insurance
• RSU (Restricted Stock Units)