Manager, 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 Company’s 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. 

This role is on the T&S Global Operations & Enablement team which works cross-functionally with our Policy, Legal, Product, and Engineering teams to keep Snapchatters safe on our platform. This role will be a people manager.

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

What you’ll do:

• Be a key leader on the Trust & Safety Global Operations & Enablement team by leading our East Coast Operations team.

• Set strategy, objectives, and support team members in responding to Snapchatter safety reports, and assisting with initiatives to reduce abuse on Snapchat 

• Execute effective workforce management and capacity planning

• Develop, define and drive operational workflows, and collaborate with Engineering on tool enhancements

• Deliver efficient and empathetic results to Snapchatters, internal stakeholders, and third-party sources reporting abuse and violations of Snap’s Community Guidelines 

• Analyze Trust & Safety data to identify trends impacting Snapchatters

• Accountable for coordinating Trust & Safety escalations and detailed analysis to enhance operational workflows and enlist cross-functional resources in combating potential safety threats

• Use data to influence decisions, drive change and support Policy evolution

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

• Deliver key projects within the Safety roadmap, including execution; measured progress; and presenting results to stakeholders throughout

• Provide support and work on cross-functional workflows and projects with Content Review, Identity Operations, Law Enforcement Operations, Product, Engineering, Legal, Comms and Policy teams

• Keep up-to-date with industry trends to help improve Snap operations and thought leadership

• Constantly evaluate internal practices and drive solutions that make our teams scalable

• 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:

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

• Experience working with JIRA or other similar project management software

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

• Proven track record of scaling operations and driving operational rigor in a fast-paced, dynamic, and data-driven environment

• A detail-oriented individual with executive maturity, business acumen, and the ability to influence and communicate within all levels of the organization

• Excellent leadership skills to motivate, develop a