Lead, Trust & Safety U.S. Operations

About the position Snap Inc. is seeking a Lead for its Trust & Safety Global Operations & Enablement team. This role will support the implementation of legal and regulatory compliance matters, as well as policy, within the Trust & Safety domain. The ideal candidate is a skilled and unflappable decision-maker with a passion for developing safety workflows to improve the user experience. This is a people management role, leading a team based in NY, with expectations to coordinate across time zones in a global, matrixed operating model. The role requires willingness to work with sensitive and potentially offensive content, with support systems in place for team member wellness.

Responsibilities

• Provide leadership and guidance for a growing 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 stakeholders, both internal and external, 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.
• 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-harm, and others, which may be considered offensive or disturbing.
• Contribute to the development of Trust & Safety’s scalable enforcement guidance by collaborating with cross-functional teams, including Product, Operations, Trust, Legal, and Communications.
• Analyze enforcement, product, market, and other relevant data to refine policy and enforcement guidance, while proactively identifying risk areas and emerging integrity challenges.
• Demonstrate the ability to deeply analyze complex issues and identify actionable decisions that can be scaled across manual and automated moderation systems.

Requirements

• Proven leadership capacity with the ability to attract, motivate, develop and retain talent.
• Experience reviewing sensitive content with a meticulous attention to detail.
• A track record of identifying gaps and solutions, and implementing new processes – from a policy, operations, and/or tooling perspective.
• Strong analytical skills, including working with large data sets to solve business problems, and providing practical business insights via data visualization software (Advanced EXCEL, Looker, Tableau, etc.).
• Prior experience interacting with regulatory bodies, NCMEC or law enforcement.
• Great judgment in complex situations and ability to problem-solve, both independently and with peers or management.
• Excellent verbal and written communication skills.
• Experience working with product and engineering teams to launch tools and solutions that improve trust across a platform or product.
• Strong investigative skills coupled with a curiosity that leads to identifying and understanding root causes.
• Proven ability for strategic and critical thinking, demonstrating strong attention to detail while maintaining an understanding of the big picture and the value of both perspectives.
• A proven track record of effective leadership with the ability to independently manage a portfolio of complex issues, end to end.
• Comfort with ambiguity and rapidly shifting scope — this role's boundaries move as the team's and Snap’s needs grow.
• Working experience with the product development lifecycle within technology, regulations, and/or industry landscape.
• A passion for Snapchat, online safety, and creativity!
• 4+ years of relevant experience.
• Bachelor's degree or equivalent experience.

Nice-to-haves

• 1+ years working directly with product and engineering teams.
• 1+ years of Trust & Safety, Legal, or Regulatory and Compliance, experience a plus, but not required.
• 1+ years experience in operations, implementation, product management or other relevant roles, with a focus on policy issues and collaboration with global operations.

Benefits

• Paid maternity & paternity leave
• Comprehensive medical coverage
• Emotional and mental health support programs
• Compensation packages that let you share in Snap’s long-term success
• Paid parental leave
• Equity in the form of RSUs