Manager, Community Operations
We're looking for a Manager of Community Operations to join Snap Inc! In this role, you will be leading our community operations teams at Snapchat! Working from our Los Angeles, CA headquarters, you will directly shape the Snapchat customer experience and the different channels (social, email, in-app, help center) in which we support our customers for all different types of contacts. You are operationally focused and can build seamless workflows across multiple teams that scale in a global environment. You are comfortable with an ‘all hands on deck’ environment and roll up your sleeves as habit.
What you’ll do:
Use data analytics and operational rigor to build a scalable world class customer support experience for millions of Snapchatters
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
Build cross functional relationships across the organization to remove blockers, address inefficiencies, and ensure timely resolution of escalated issues
Manage a team of talented specialists across our global offices and support the career growth of the team members in reaching their full potential
Manage the partnership with our vendor team which is an extension of our customer experience
Manage change for internal and external groups in a fast-paced, constantly changing industry environment
Define and build new workflows and processes as we launch new products and features
Minimum qualifications:
Bachelor's degree from a leading undergraduate institution, MBA preferred
5+ years of experience running a global support organization across multiple support channels
3+ years of experience working in operations at a tech or media company
3+ years of team management experience
Preferred qualifications:
Experience working with Sprinklr, Zendesk, JIRA, Confluence or other ticket management systems
Experience collaborating with internal and external stakeholders at all levels of a company
Strong analytical skillset; Experience using Google DataStudio, Looker, or other data visualization tools to drive decisions
A customer of our Snapchat application