Sr. Manager, Strategy and Operations at Snap Inc.
We’re looking for a Strategy and Operations Senior Manager to join Team Snapchat! Working from our Los Angeles, CA headquarters, you will have a deep understanding of our customer journeys and workflows, and work with Customer Operations as well as other cross functional teams to optimize the way we service and support our customers. This requires thoughtful design and execution of company policies, provision of innovative channels, processes, and technologies. You are comfortable with an ‘all hands on deck’ environment and roll up your sleeves as habit.
What you’ll do:
Leverage your passion for customers to develop and manage large projects and programs that optimize for advertiser and Snapchatter experience at scale
Collaborate effectively, lead with a vision, and provide an experienced point of view on how we streamline the Customer Operations team for new and existing Snapchat products at scale
Lead teams to design and implement business initiatives and workflow changes, training and communications materials and launch plans for impacted stakeholders
Define and implement KPIs (Key Performance Indicators) and Success Criteria for each high priority project. Be data driven in your decision making process
Manage change for internal and external groups in a fast-paced, constantly changing industry environment
Constantly evaluate internal practices against competitive trends and drive solutions that make our teams scalable
Become the internal voice and representative for Customer Operations globally
Bachelor's degree from a leading undergraduate institution, MBA preferred
7+ years of management consulting or customer design related experience
4+ years at a technology company
Experience working with customer experience tools such as Zendesk and Sprinklr
Analytical and data driven
Strong effective communication skills, both written and verbal
Proven track record of transforming operations to provide best-in-class customer experience through step-function innovation and continuous improvement
A detail-oriented individual with executive presence, business acumen, and the ability to influence and communicate within all levels of the organization
Ability to travel internationally
A team player who’s willing to get their hands dirty and help where needed
Passion for change, Snapchat, and creativity!