Manager, Proactive Trust & Safety Operations

The Trust & Safety (T&S) Team plays an important role in protecting our Snap chatters 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.
* Act as the primary subject matter expert and accountable leader for elements of Snap’s proactive detection system
* Enhance the team’s work through recommendations for optimizing tooling, as well as process development and improvement, and drive implementation of the solutions
* Work closely with other proactive detection team members to ensure seamless collaboration and parity across detection systems
* Manage detection operations against quality targets in a highly dynamic and fast-paced environment.
* Manage detection-related escalations, including triaging, assessing prioritization, communicating with impacted stakeholders, and developing responsive plan
* Oversee vendor-supported labeling work, providing guidance and feedback to achieve optimal operational outcomes
* Track detection-related metrics and identify new opportunities for measuring the impact of the team’s work
* Analyze and audit data to identify user trends and malicious behavior, and work with team to make responsive changes
* Take ownership of XFN communication regarding detection work, ensuring internal stakeholders are aware of priorities, progress and challenges, and understand the reasons behind them
* Conduct research and source intelligence related to high priority harm areas
* Model leadership and actively mentor others; review team members’ work as needed
* Anticipate project risks, negotiate with decision makers, and balance business needs versus technical constraints in the context of large and complex business problems
* Develop and conduct training for other T&S team members
* Create and maintain knowledge management documentation
* Comfort working within a content moderation environment, including frequent exposure to sensitive content
* Experience managing multiple projects end to end, demonstrating ability to prioritize tasks, track deliverables and work independently with minimal supervision
* Strong analytical skills, including working with large data sets to solve business problems, and providing practical business insights (Advanced EXCEL, Google Sheets, Grafana etc.)
* Experience in process optimization projects and identifying performance improvement opportunities
* Familiarity with machine learning, including LLMs
* Ability to problem solve, both independently and with peers, and to structure ambiguous business challenges into actionable plans
* Background working effectively with cross-functional teams at all levels of the company
* Excellent verbal and written communication skills, and ability to communicate effectively and appropriately within all levels of the organization
* Highly attentive to detail
* Ability to prioritize, focus and thrive in a dynamic work environment, and to adapt to evolving business needs
* Experience working with product and engineering teams to develop tools and solutions that improve trust across a platform or product
* Ability to work flexible hours, including rotational weekends on-call
* Bachelor’s degree
* 8+ years of experience working in technology, safety, or a related field

In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. The starting pay may be negotiable within the salary range for the position.

These pay zones may be modified in the future.
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