Policy Enforcement Ops Manager, Policy & Investigations Lead T&S

  • People Management
  • TSPA Members
  • Anywhere
  • Experience level: 6+ years

Website Spotify

This content was reproduced from the employer’s website on June 13, 2022. Please visit their website below for the most up-to-date information about this position.

We are seeking an outstanding Manager to lead our Policy & Investigations Operations team in Trust & Safety. You will lead a team of enforcement specialists to solve internal and external inquiries, focusing on crisis management and high tier escalations.
As a Manager, you will be responsible for the development and refinement of our policy operations function to help ensure Spotify is a safe and positive experience for everyone. You will work cross functionally to help build strategy for driving content moderation at scale. You are a seasoned people manager who can inspire and develop your team, and take charge in urgent scenarios . You are a natural leader and a problem solver who excels in a fast paced environment, can build structure in spaces, and can influence cross-functional teams to drive solutions.

What you’ll do

    • Manage and lead high-profile and/or time-sensitive escalations. Can lead during a crisis and work creatively with the team and stakeholders to resolve issues.
    • Remove barriers to success for a team of reviewers by ensuring growth and learning opportunities. You will provide mentorship and coaching.
    • Define operations strategies and implement scalable processes to ensure successful and consistent policy enforcement, globally. This includes crisis responses and investigations sophisticated escalations.
    • Drive daily content moderation operations and reviewer workflows. Help establish metrics-driven goals and be able to synthesize and present operations progress to T&S.
    • Work with key cross-functional stakeholders with competing priorities (product, engineering, legal, etc.) to improve internal escalation processes, enforcement workflows, and tooling.
    • Communicate policy enforcement process, concepts, and updates effectively to leadership and cross-functional partners

Who you are

    • BA/BS degree required.
    • 6+ years of meaningful experience in content moderation operations, including experience developing strategies, forecasting operations needs using data, and enforcing policies for podcasts, music, video, and/or another other form of user-generated content.
    • Experience in people management. Experience hiring, working with, and leading operations teams and establishing goals and measuring progress.
    • A deep understanding of online safety trends and global and legal landscapes.
    • Able to leverage data/insights to improve operations performance; can facilitate data-driven and informed prioritization across operations.
    • Experience handling time sensitive escalations. Able to take solutions-orientated approaches to sophisticated escalations, tools, bottlenecks, etc.
    • Proven track record to lead multiple projects simultaneously across time-zones. Can facilitate critical conversations with ease and balance competing priorities.
    • Outstanding communication skills; experience representing T&S in any situation and synthesizing complex information for all audiences.
    • Excellent program and stakeholder management skills. Able to communicate effectively in a distributed team and understand cultural contexts.
    • Team player with ability to work autonomously, and lead others.
    • Self-starter, resilient, and passionate about keeping our community safe.

Where you’ll be

    • We are a distributed workforce enabling our band members to find a work mode that is best for them!
    • Where in the world? For this role, it can be within the Americas region in which we have a work location.
    • Prefer an office to work from home instead? Not a problem! We have plenty of options for your working preferences. Find more information about our Work From Anywhere options here.

To apply for this job please visit jobs.lever.co.