Lead, Trust & Safety U.S. Operations

About Snap Inc.

Snap Inc. is a technology company focused on improving how people live and communicate through the camera. We empower self-expression, living in the moment, learning, and having fun together. Our core products include Snapchat for visual messaging, Lens Studio for augmented reality, and Spectacles, our AR glasses.

The Trust & Safety (T&S) Team is crucial in protecting Snapchatters from content violating our terms of service and Community Guidelines, upholding our values of Kind, Smart, and Creative. This team ensures a safe platform experience globally, allowing users to enjoy Snapchat daily. We pride ourselves on being digital first responders.

We are seeking a Lead, Trust & Safety U.S. Operations to join our Safety Operations team at Snap Inc.!

What You'll Do as Lead, Trust & Safety U.S. Operations

• Lead operations specifically regarding Child Safety and Adult Sexual Content, including Child Sexual Exploitation and Abuse Imagery (CSEAI).
• Become a subject matter authority across various domains, managing projects from inception to completion and fostering cross-team communication with Legal, Customer Operations, Global Safety Partners, and Engineering teams to enhance user safety.
• Collaborate cross-functionally with Policy, Legal, Product, and Engineering teams to maintain a secure platform for Snapchatters.
• Serve as a key Lead within the Trust & Safety Global Operations team, ensuring effective responses to urgent crises, incidents, and sensitive reports.
• Leverage expertise in tools, domains, and workflows to provide leadership and guidance to a growing regional team of T&S specialists, particularly those handling sexual content and egregious harms.
• Drive operational excellence by refining workflows, establishing scalable guidelines, identifying improvement areas, implementing changes, and monitoring quality.
• Engage with internal and external global safety partners, including the National Center for Missing and Exploited Children (NCMEC), to strengthen relationships.
• Utilize data to inform decisions and highlight emerging user impact issues.
• Proactively anticipate risks, manage escalations, and balance business needs with technical constraints.
• Handle time-sensitive inquiries from users and external stakeholders, ensuring end-to-end resolution.
• Execute key projects within the Safety roadmap, including training, data assessment, and presenting results to stakeholders; partner with legal, policy, product, and engineering to provide frontline insights for safety product and enforcement policy improvements.
• Continuously identify opportunities to enhance internal processes and guidelines, improve efficiency, and develop scalable automated solutions.
• Support offshore leadership and workforce development for globally dispersed vendors.
• Stay current with industry trends to contribute to Snap’s thought leadership and T&S operations.
• Be prepared to work with sensitive and potentially disturbing content, including child exploitation, graphic violence, self-injury, and suicide.

Knowledge, Skills, & Abilities

• Skilled and calm decision-maker with expertise in developing safety workflows.
• Proven leadership ability to attract, motivate, develop, and retain talent.
• Experience in operations with a strong understanding of Trust & Safety topics and concepts.
• Meticulous attention to detail when reviewing sensitive content; T&S experience in child safety, preferably at a large tech company with significant experience in child sexual exploitation content.
• Track record of identifying process gaps and implementing scalable solutions.
• Strong analytical skills, including working with large data sets, solving business problems, and providing practical insights using tools like Advanced Google Sheets, Microsoft Excel, Looker, or Tableau.
• Prior experience with NCMEC or law enforcement; clear understanding of legal obligations and Cybertip reporting flows.
• Excellent judgment in complex situations and strong problem-solving skills, both independently and collaboratively.
• Exceptional verbal and written communication skills, capable of explaining complex issues related to investigations, processes, policies, analytics, tooling, and product.
• Experience collaborating with product and engineering teams to launch tools and solutions that enhance platform trust.
• Demonstrated ability to manage multiple projects end-to-end.
• Ability to thrive in an ambiguous and rapidly changing environment.
• Passion for Snapchat, online safety, and creativity.

Minimum Qualifications

• Bachelor's degree or equivalent practical experience.
• 4+ years of practical experience in the Trust & Safety domain.
• Willingness and ability to work with sensitive and potentially disturbing content, with company support measures in place for team wellness.

Work Arrangement

Snap Inc. practices a “default together” approach, expecting team members to work in an office 4+ days per week to foster culture, reinforce values, and enhance collaboration.

Benefits at Snap Inc.

Snap Inc. offers comprehensive benefits, including paid parental leave, medical coverage, emotional and mental health support, and compensation packages with equity (RSUs), designed to support your well-being and long-term success.

Compensation

Salaries are determined by work location pay zones. The base salary range for Zone A (CA, WA, NYC) is $130,000-$196,000 annually. Zone B is $124,000-$186,000 annually. Zone C is $111,000-$167,000 annually. This position also includes equity in the form of RSUs.

Key skills/competency

• Child Safety
• Content Moderation
• Policy Enforcement
• Risk Management
• Crisis Management
• Operational Excellence
• Data Analysis
• Stakeholder Collaboration
• Workflow Optimization
• Regulatory Compliance