Manager, Proactive Trust & Safety Operations

Location: Los Angeles, Canada | New York, United States | Seattle, India

Department: Other

Employment Type: Full time

About Snap Inc

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.

About the Role

Snap Inc is a camera company that believes in empowering people to express themselves authentically through innovative AR experiences on Snapchat, Lens Studio, and Spectacles. Our Trust & Safety (T&S) team is the digital first responder safeguarding Snapchatters worldwide, ensuring a safe space to live in the moment, connect creatively, and explore the world via our visual messaging and AR technologies. We embody Kind, Smart, and Creative values while protecting our community from harm. Join our growing Proactive Trust & Safety Operations team as a Manager, where you'll oversee critical components of our proactive harm detection framework, innovate detection tools tailored to camera-first AR interactions, and collaborate cross-functionally to keep our platform safe and fun. In this hands-on leadership role, you'll become the go-to expert on Snap’s proactive detection systems, driving optimizations that enhance AR content safety and user trust. You'll manage operations in a fast-paced environment, analyze trends in user-generated camera content and malicious behaviors, handle escalations with poise, and lead vendor partnerships for labeling accuracy. Partnering with Product, Engineering, and Policy teams, you'll develop processes that scale with our creative ecosystem, conduct research on emerging AR harms, and mentor your team to embody Snap's innovative spirit. We're seeking a cool-headed leader excited by ambiguity, data-driven insights, and building solutions that protect Snapchatters' joyful experiences. With your expertise in process improvement, ML familiarity, and cross-functional savvy, you'll own projects end-to-end, from tooling enhancements to training programs, ensuring our detection systems evolve alongside our camera and AR innovations. At Snap, you'll thrive in our 'Default Together' culture, working 4+ days a week in office to fuel dynamic collaboration. Base salary ranges: Zone A (CA, WA, NYC) $157,000-$235,000; Zone B $149,000-$223,000; Zone C $133,000-$200,000, plus RSUs. Snap is an equal opportunity employer committed to diversity.

What You'll Do

• Act as the primary subject matter expert and accountable leader for elements of Snap’s proactive detection system
• Enhance team operations through recommendations for optimizing tooling, process development, and driving implementation
• Collaborate closely with proactive detection team members to ensure seamless operations across systems
• Manage detection operations against quality targets in a dynamic, fast-paced environment
• Handle detection-related escalations, including triaging, prioritization, stakeholder communication, and action plans
• Oversee vendor-supported labeling work, providing guidance for optimal outcomes
• Track metrics, analyze data for user trends and malicious behavior, and drive responsive changes
• Own cross-functional communication on detection priorities, progress, and challenges
• Conduct research and source intelligence on high-priority harm areas
• Model leadership, mentor team members, and review their work
• Anticipate project risks, negotiate with stakeholders, and balance business needs with technical constraints
• Develop and conduct training for T&S team members and maintain knowledge documentation

Minimum Qualifications

• Bachelor’s degree
• 8+ years of experience working in technology, safety, or a related field
• Experience managing multiple projects end-to-end with ability to prioritize tasks and work independently
• Strong analytical skills, including working with large data sets using tools like Advanced Excel, Google Sheets, or Grafana
• Comfort working within a content moderation environment with frequent exposure to sensitive content
• Ability to work flexible hours, including rotational weekends on-call

Preferred Qualifications

• 2+ years of managing teams
• Familiarity with machine learning, including LLMs
• Experience working with product and engineering teams to develop trust and safety tools
• Background in process optimization and performance improvement projects
• Experience in a fast-paced tech environment focused on AR or social platforms

Knowledge, Skills & Abilities

• Analytical skills for large data sets and business insights
• Process optimization and performance improvement
• Familiarity with machine learning and LLMs
• Problem-solving in ambiguous situations
• Cross-functional collaboration with Policy, Product, and Engineering
• Excellent verbal and written communication
• Attention to detail
• Prioritization and thriving in dynamic environments
• Navigating ambiguity and making decisions with incomplete information
• Project management from start to finish
• Leadership and mentoring
• Research and intelligence sourcing
• Tooling optimization (e.g., Excel, Google Sheets, Grafana)
• Escalation management and stakeholder communication
• Training development and knowledge documentation

Our Benefits

• Paid parental leave
• Comprehensive medical coverage
• Emotional and mental health support programs
• Compensation packages with equity in the form of RSUs
• Office collaboration under our 'Default Together' policy (4+ days per week in office)
• Opportunities to contribute to innovative camera technology and AR products
• Inclusive culture fostering diverse backgrounds and creative expression
• Support for long-term success sharing in Snap’s growth

Compensation

$157,000-$235,000 annually

This position is eligible for equity in the form of RSUs.

"Default Together" Policy: At Snap Inc, we practice a "default together" approach and expect team members to work in an office 4+ days per week.

Snap is proud to be an equal opportunity employer.