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.
We look for people who exemplify our values—kind, creative, and smart. We value diverse opinions and backgrounds so that we can continue to grow and improve every single day.
We’re looking for an experienced leader to lead our Community Operations team at Snapchat. You will directly shape the Snapchatter customer experience and act as their champion across the company. You will manage a global operations team consisting of full time team members and outsourced teams that provide 24/7 support for our Snapchatter community across a number of different channels and platforms. You are responsible for ideating and driving improvements on how we capture meaningful customer data and derive insights for our product team, as well as introduce new capabilities, workflow, automation, and innovation into our service model.
What you’ll do:
Responsible for a multi channel service design and delivery experience for our Snapchatter community using a blend of full time employees and vendors.
Build and implement scalable workflows and processes that support a 24x7 global customer base.
Define, monitor, and improve operational and customer experience metrics.
Lead the design and implementation of service solutions for new products.
Manage and coach a global team of full time employees and vendors.
Develop a voice of customer program that influences product roadmap and drives outcomes with product and engineering teams.
Build processes to quickly surface and resolve customer bugs with the product team. Work with Engineering to improve proactive monitoring and to catch issues prior to production release.
Manage our social listening and monitoring platform, surfacing and resolving high risk escalations with internal teams.
Design the community operations technology stack and be at the forefront of new innovation in the space.
Partner with our vendor operations team to manage the outsourced team operating budget, vendor footprint, and capacity model.
Work with cross functional leaders across the organization to identify and execute on opportunities to improve the customer experience.
Knowledge, Skills & Abilities:
Proven experience managing large, multi-tiered support organizations, managing and mentoring team members
Implement high quality, data driven decisions.
Operational rigor and management in building a scalable service model with continuous improvement.
Experience building executive relationships and driving/influencing change.
Bachelor’s degree or equivalent experience
7+ years of experience in a global B2C customer operations team
5+ years of team management experience
Experience working with Salesforce, Zendesk, JIRA, Confluence or other ticket management systems
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. EOE, including disability/vets. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at [email protected].