Director, Community Ops International

About Us

Twitch is the world's biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day.

We're about community, inside and out. You'll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We're on a quest to empower live communities, so if this sounds good to you, see what we're up to on LinkedIn and Twitter, and discover the projects we're solving on our Blog. Be sure to explore our Interviewing Guide and Instagram channel to learn how to ace our interview process.

About the Role

Twitch is looking for an experienced Operations Leader to spearhead its Customer Trust Operations throughout the Europe, Middle East and North Africa (EMEA) and Asia Pacific (APAC) regions.  This is an important and visible role with responsibility for all aspects of international operations within Customer Experience and Trust & Safety Operations.

Customer Trust is at the core of our efforts to keep Twitch a welcoming, safe and trusted place for people to build communities.  The Senior Manager of Community Operations (International) will therefore be an essential element of the Customer Trust team, managing managers from our distributed locations and a total headcount of 22 FTEs.

Reporting to the VP of Customer Trust Operations, you will help serve our thriving global community.  We look for the qualities of initiative, and sound decision-making in all candidates, and will seek someone with an background in operational management in the fields of online Trust & Safety, content moderation or customer service.

You can work in Seattle, WA, Irvine, CA; San Francisco, CA or remotely in the US.

You Will:

• Lead Twitch’s FTE team managing the most complex and nuanced case types across traditional Trust & Safety and Customer Experience workstreams
  • Includes all employees EMEA and APAC
  • Supports our needs and trends across multiple markets
  • Workstreams include: Tier 3 support and investigations; white-glove partner support services; legal process and law enforcement response/liaison; off-service policy management
• Manage and mentor team members, including line managers and individual contributors
• Own the tracking and achievement of main metrics and KPIs, taking proactive measures to ensure achievement of target performance levels
• Develop strategies for performance management and operational efficiency improvements
• Interface with Customer Trust global senior leadership, working across international time zones to ensure issue response in line with the nature of a live streaming service
• Work with global management peers to regarding appropriate resourcing and scheduling of resources, in line with forecasts and our needs to fulfill the processing of all workload within defined Service Level Agreements
• Work cross-functionally throughout the Twitch business to coordinate relevant work, with emphasis on Partnerships, Legal, Comms, Policy, CX, and Product teams
• Deliver on large projects and initiatives in a fast-paced and complex environment

You Have:

• BA/BS degree
• 7+ years in an online safety, moderation or customer service field, with 5+ years of direct management experience
• Expertise in the creation and development of large operational teams
• Extensive familiarity with a wide range of cultural considerations and nuances in the Asia Pacific region
• Demonstrable experience in coordinating operational teams to meet the demands of a fast-paced online service or platform including capacity to respond to high-profile/high-severity incidents 
• Data-driven approach to problem-solving and execution 
• Comfortable with working flexibly as part of a globally-dispersed 24/7/365 team
• Mentally and emotionally resilience to offensive or disturbing behavior, language  and content,
• Ability to manage workload to ensure appropriate round-the-clock response to support our community, while managing work-life balance and avoiding personal burnout

Bonus Points

• Deep familiarity with Twitch, streaming, and internet culture
• Proficiency with SQL, Tableau or other data transformation/analytics techniques
• Additional language skills
• Familiarity with Google Docs and content or community management tools