Operations Lead Analyst
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 the camera used by millions of people every day to Snap with family, watch Stories from friends, see events from around the world, and explore expertly curated content from top publishers. In short, we are a passionate team working hard to build the best platform in the world for communication and storytelling.
We’re looking for a Operations Lead Analyst to join Team Snapchat! Working closely with our Community Operations team you will work to scale and grow our Community Support and Product Quality teams globally. Working from our Los Angeles, CA headquarters, you will analyze and build support processes and develop training to implement these to our global team. You will collaborate with various stakeholders within Community Operations including Community Support and Product Quality to build an efficient system that enhances the support experience and delights our users. You will also work to develop and implement training and documentation to support teams in an ongoing basis.
What you'll do:
- Manage operations dashboards to track team performances across LOBs, data driven mindset
- Develop and lead team trainings for both new and ongoing processes and teams
- Work internally with stakeholders such as our program managers to develop new tooling as required to enhance support experience and ability to scale
- Help manage our service agreements to ensure compliance on our quality, performance, and coverage targets
- Collaborate internally to develop and transition new workflows to external partners
- Help manage day-to-day service delivery of global support operations against quality and efficiency
Minimum Qualifications:
- Bachelor’s degree in marketing, communications, or related field
- 3+ years of operations experience, with a vendor management focus
- Experience working in Zendesk or other CRM
Preferred Qualifications:
- Flexible, able to travel 30% depending on business needs
- Data driven, fluent in operational reporting, and manipulating data to tell a story
- Customer-driven with a passion for delighting users
- Strong communicator, able to develop clear and effective trainings, and track progress of training efforts
- Excellent written and verbal skills with strong interpersonal skills, able to coordinate between multiple stakeholders and communicate to leadership
- Multi-tasker: Manages multiple initiatives through to completion, and able to delegate intelligently and leverage projects to drive team success
- Meticulous attention to detail, as well as an understanding of overall support experience
- Multi-channel support experience (email and social support)
- Product expert, know Snapchat inside and out with a passion for the app and our community
At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at [email protected].