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 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. 

We’re 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. You’ll 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 you’ll 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 Snap’s 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, skill