Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles.
Snap’s Customer and Review Operations organization focuses on moderating publicly facing content on Snapchat. It’s our job to keep each Snapchatter’s experience safe, whether that is engaging with a Snap on Spotlight, a creator on Discover or an advertisement served between friend’s Stories. Our team assesses broadly distributed content against our Community Guidelines, Terms of Service, and Product-specific policies. Together, with our Product and Engineering counterparts, our Moderation team reinforces our Community Guidelines across content types, every day. This team empowers Snapchatters to have safe, relevant and engaging experiences with content on Snapchat.
We're looking for a Vendor Operations Lead to support our Lenses and Maps team!
What you’ll do:
Serve as an expert on globally delivering scaled operations for Lenses and Location Moderation with a high degree of quality and efficiency
Enhance our operational workflows via process improvements
Use data to influence decisions and give voice to user impacting issues
Create and deliver training, learning, and development to our offshore vendor teams
Ensure vendor teams meet and exceed their KPIs and align with best practices
Proactively anticipate trends and development ahead of new features and propose changes to existing policies to partners
Identify gaps and implement scalable solutions with minimal oversight
Manage vendor escalations and triage to appropriate stakeholders including: Policy, PM, and Engineering
Help define and clarify Lens and Location policy for multiple stakeholders, achieving this through collaboration with cross-functional partners
Collaborate with the internal and external partners to help create a consistent and seamless support experience for Snapchat customers
Oversee training materials globally
Mentor members of the Lenses and Location Moderation team
Up to 20% travel
Knowledge, Skills & Abilities:
Process driven individual with a proven track record of identifying gaps and implementing new processes
Strong interpersonal skills to be able to work with various team members throughout the company
Meticulous attention to detail, as well as an understanding of mobile advertising delivery processes
Able to work independently while also operating as a collaborative teammate
Customer-driven with a passion for supporting Snapchatters
Passion for Snapchat, and up for the challenge of building something from the bottom up
Strong analytical skills, including working with large data sets to solve business problems, and providing practical business insights via data visualization software (Advanced Excel, Looker, Tableau, etc.)
Experience scaling sophisticated operations
Experience in project management, digital operations, or vendor management
Excellent leadership skills to empower, develop and retain talent
Minimum Qualifications:
Bachelor’s degree from a 4-year accredited college or university or equivalent years of relevant experience
4+ years of meaningful experience in customer service or operations
Preferred Qualifications:
4+ years experience with business support operations
Experience working with Zendesk, JIRA, or other ticket management systems
Experience working with product and engineering teams to develop tools and solutions to improve the customer experience across a platform or product
If you have a disability or special need that requires accommodation, please don’t be shy and provide us some information.
"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office 4+ days per week.
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.
Our Benefits: Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!