Trust & Safety Enablement Lead

  • Individual Contributor
  • TSPA Members
  • Los Angeles, CA, USA, Mountain View, CA, USA, San Francisco, CA, USA, or Seattle, WA, USA
  • Experience level: 4+ years

Website Snap, Inc.

This content was reproduced from the employer’s website on March 3, 2022. Please visit their website below for the most up-to-date information about this position.

Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.

Snapchat is a camera and messaging app that connects people to their friends and the world. Every day around the globe, millions of people use Snapchat to communicate with friends, build relationships, play, and learn. No matter where you are or how you express yourself, it’s always the fastest way to share a moment!   

We’re looking for a Trust & Safety Enablement Lead to join the Trust & Safety team!

What you’ll do:

  • Deliver key projects within the Trust & Safety Operations roadmap, including execution; measured progress; and presenting results to stakeholders throughout

  • Anticipate project risks, provide escalation management, negotiate with decision makers, and balance business needs versus technical constraints.

  • Keep up-to-date with industry trends to help improve Snap operations and thought leadership

  • Manage a large vendor footprint to ensure they are meeting Service Level targets, forecast, plan and anticipate capacity needs

  • Design and implement new operational workflows and track progress via a project plan, consider stakeholder impacts and help them adopt the change

  • Enhance existing operational workflows via process improvements

  • Partner with Product, Engineering, and cross-functional teams to align efforts to improve impact of end-to-end product development and process effectiveness, with specific focus on User Acceptance Testing (UAT).

  • Ensure test scenarios and scripts are prepared, tests conducted, results captured and documented, and issues are logged and tracked. Maintain test data for UAT/Beta environments.

  • Identify tooling discrepancies and provide recommendations for improvements and liaise with technical teams to implement solutions

  • Constantly evaluate internal practices and drive solutions that make our teams scalable

  • Enhance existing Quality Assurance (QA) and certification process and improve QA reporting to accelerate quality improvements

  • Develop and track internal/external business metrics related to new projects and capabilities

  • Design, build, and maintain reports, dashboards, and metrics to monitor operations performance

  • Create and enhance knowledge management documentation and deliver training

  • Review team members’ work product, create and deliver training, and provide feedback

  • Serve as a consultative partner with our vendor team and provide expertise for processing all types of Trust & Safety tasks with a high degree of quality and efficiency

  • You’ll set an example and be an active mentor of others

Knowledge, Skills, & Abilities:

  • Manage 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, etc.)

  • Experience with programming languages

  • Ability to design technology roadmaps

  • Experience working in Zendesk or a similar Customer Management System

  • Experience in process optimization projects and identifying performance improvement opportunities

  • Experience in requirements gathering and analysis, workshop facilitation and stakeholder interviews

  • Experience in change management activities, organizational analysis, designing and executing on stakeholder engagement plans, communications plans and learning and development plans

  • Process driven individual with a proven track record of identifying gaps and implementing new processes

  • Excellent verbal and written communication skills

  • Highly attentive to detail, with ability to accurately analyze lengthy legal documents

  • Experience collaborating with internal and external stakeholders at all levels of the company

  • Not afraid to roll up your sleeves to get the job done, no type of work is “beneath” you

  • Able to work independently while also operating as a collaborative team player

Minimum qualifications:

  • 4+ years of experience in consulting or related experience managing special projects

Preferred qualifications:

  • Bachelor’s degree in criminal justice, political science, sociology, public administration, international relations, computer science, or another related area of study

  • Experience working in trust and safety, law enforcement, legal, compliance, or a related field

  • Experience in Design Thinking projects

  • Experience using Waterfall or Agile Project Management Methodology

  • Experience analyzing data to understand business challenges and trends using Looker or Tableau

  • A passion for Snapchat and online safety!

To apply for this job please visit wd1.myworkdaysite.com.