Creator & User Excellence Lead, Global Safety & Support- Los Angeles

As the Creator & User Excellence Lead, you will manage a team that provides operations support and analysis of platform issues for both internal and external stakeholders. You will work cross-functionally with product managers, program managers, operations, policy, and communications teams; to address support issues and gaps in current product and operations processes such as user feedback and safety related areas.



Responsibilities

What will I be doing?

- Build and lead a high-performing support excellence team focused on leadership escalations, manage cross-team relations and optimize process & analysis procedures to deliver best-in-class safety and support services;

- You'll collaborate with cross-functional partners (content policy, product management, data analytics, operations, engineering, algorithm) to identify, assess and resolve related issues in our products and processes, based on data analysis on escalations you would handled with your team

- Self-identify gaps, problems, needs and come up with robust solutions.

- You'll influence product and policy development by providing key insights on the vulnerabilities detected on the platform.

- You'll manage the performance and goals of your team, develop the roadmap, and take responsibility for key metrics.



Your team will be responsible for metric changes and escalations across multiple channels with high quality, accuracy, and speed, monitoring alerts, and doing deep dives and investigations. You will establish tools and processes to effectively manage and resolve high priority issues raised from various input channels. You will lead the monitoring of trends, patterns, find gaps and come up with solutions to address them.

Based on your teams' findings, you will be using data and problem statements to influence other teams to make necessary improvements in safety and support services and processes.



You are passionate about the user and creator support experience and switch readily from thinking strategically about problem definition to managing tactical investigation and resolution decisions. Your background and professional expertise are grounded in areas related to customer support, user safety or platform management, and you have demonstrated this through a track record of achievements in the support operations space.

You also have strong experience bringing out the best in a team and fostering a collaborative working style in a fast paced environment.