Senior Manager – Law Enforcement Response
| Company | Snap |
|---|---|
| Location | Palo Alto, CA, USA, Seattle, WA, USA, Washington, DC, USA, San Francisco, CA, USA, Los Angeles, CA, USA, New York, NY, USA |
| Salary | $147000 – $259000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Excellent leadership skills to motivate, develop and retain talent while holding them accountable
- Ability to have difficult conversations – Has courage to be direct, clear and kind
- Great judgment and ability to problem-solve, both independently and with peers
- Proven track record of scaling operations and driving operational rigor in a fast-paced, dynamic, and data-driven environment
- A detail-oriented individual with executive maturity, business acumen, and the ability to influence and communicate within all levels of the organization
- Experience managing multiple projects end to end, demonstrating a high level of organization skills and the ability to create, track and prioritize deliverables and tasks
- Demonstrated ability to lead others in managing competing priorities
- Ability to manage ambiguity 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 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
- Ability to scale operations by creating playbooks and codifying team management processes
- Demonstrated technical aptitude and experience designing technology roadmaps
- Highly attentive to detail, with ability to accurately analyze lengthy legal documents
- Excellent verbal and written communication skills, includes the “so what’s next” actions to quickly resolve issues
- Demonstrated ability for concise and structured communication that includes active listening
- Demonstrated Bias for Action and Ownership
- A team player willing to get their hands dirty and help where needed
- 10+ years of relevant experience
- 7+ years of people management experience
- Bachelor’s degree
Responsibilities
- Build, manage and mentor a large, global team in a fast-paced, quick-to-market environment
- Provide kind, clear and timely direct feedback to quickly and continuously develop our people
- Lead scaling and optimization initiatives that drive operational excellence
- Deliver key projects within the LEO and Safety Operations roadmap, including execution; measured progress; and stakeholder management throughout
- Keep up-to-date with industry trends to help improve Snap operations and thought leadership
- Use data to influence decisions, drive change and support the function’s evolution
- Develop organizational objectives to execute on company strategy, and track against predefined expected key results
- Constantly evaluate internal practices and drive solutions that make our teams scalable
- Design and implement new operational workflows, and improve existing ones, tracking progress via a project plan used by cross functional teams
- Partner with Product, Engineering, Legal, and other cross-functional teams to align efforts to achieve impact and company goals
- Identify process, policy and tooling discrepancies and collaborate to close team gaps
- Enhance existing Quality Assurance (QA) process and improve QA reporting to accelerate quality improvements
- Consider stakeholder impacts and help them adopt change
- Review team members’ work product, create and deliver training, and constantly organize, maintain and trim LEO’s knowledge management library
- Anticipate project risks, provide escalation management, negotiate with decision makers, and balance business needs, team wellness versus technical constraints
- Develop and track internal and external business metrics related to new projects and capabilities
- Design, build, and maintain reports, dashboards, and metrics to monitor operations performance
- Constantly monitor and stay on top of Queue Health, use data fluency to understand and articulate why team may be off track, anticipate questions and recommend action plans to get the team back on track
- Develop capacity plans to address growing backlogs and achieve team metrics
- Accurately review, index, and process various types of legal requests from global law enforcement
- Manage our vendor team and provide expertise for processing all types of law enforcement requests with a high degree of quality and efficiency
- Collaborate with internal and outside counsel on escalations as appropriate
- Assist in on-call escalations for law enforcement emergency requests
- Monitor for, and help address, internal escalations
- Model leadership behaviors and serve as an active mentor for others across our global organization
Preferred Qualifications
- Experience working directly with law enforcement in a professional setting
- Experience working in Trust & Safety, security and safety, law enforcement, compliance, or a related field
- Bachelor’s degree in business, criminal justice, political science, sociology, public administration, international relations, computer science, or another related area of study
- Experience in Design Thinking projects
- Experience using Agile and/or Waterfall Project Management Methodologies
- Experience analyzing data to understand business challenges and trends using Looker or Tableau
- Experience building workflows and solutions that utilize AI
- A passion for Snapchat and online safety!