Head of Help Center Strategy & AI Ops

Snap Inc.; Los Angeles, Northern (CA, KY); Hybrid; USD 142,000 - 214,000; Full time

Benefits offered by this job

Paid parental leave

Comprehensive medical coverage

Mental health support

Job summary

Snap Inc. is seeking a Lead, Strategy & Operations to own the support content program across the Snapchat Help Center, in-app surfaces, and support chatbots.

You will define roadmaps, manage operating rhythms, and ensure high quality, scalable experiences for Snapchatter users. This hands-on role requires building, configuring, testing, and troubleshooting systems that deliver content, while coordinating with Legal, Policy, and cross-functional teams to improve content discovery and self-serve

Qualifications

• BA/BS degree or equivalent years of experience in Communications, Operations, Marketing, or a related field.
• 6+ years of experience in program or project management, support or marketing content, or a closely related field.
• Experience owning support or help content, customer support operations, or programs that serve large consumer audiences.

Responsibilities

• Own the roadmap for help center, in-app, and chatbot support content, and publish content for product launches and policy changes.
• Own and improve AI-assisted authoring workflow and internal tooling for the content program.
• Operate support chatbots and ticketing systems, optimize flows, troubleshoot bot behavior, and respond during incidents.
• Support automated credential validation, account access flows, and escalation paths with Platform Operations teams.
• Define operating models, set priorities, and drive durable outcomes with cross-functional partners.

Skills

Communication skills

Editorial/content fluency

AI-assisted tooling

Cross-functional influence

Problem solving

Education

Bachelor's degree

6+ years program or project management

Tools

Zendesk

Jira

Job description

Snap Inc. is seeking a Lead, Strategy & Operations to own the support content program across the Snapchat Help Center, in-app surfaces, and support chatbots.

You will define roadmaps, manage operating rhythms, and ensure high quality, scalable experiences for Snapchatter users. This hands-on role requires building, configuring, testing, and troubleshooting systems that deliver content, while coordinating with Legal, Policy, and cross-functional teams to improve content discovery and self-serve