Head of Strategy & Operations - Content & Automation

Snap; Los Angeles (CA); Presencial; USD 121.000 - 214.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Parental leave

Medical coverage

Mental health support

Equity

Descripción de la vacante

Snap Inc. is seeking a Lead, Strategy & Operations to own and elevate content across help center, in-app, and chatbot channels. You will write, edit, and publish material for product launches, policy changes, and workflows, while upholding the style guide and taxonomy.

You will also drive automation, internal tooling, and incident response for a scalable, high-quality support program. You will manage regulatory flows, form governance, and regional launches, translating complex requirements into

Formación

• 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.

Responsabilidades

• Own the roadmap for help center, in-app, and chatbot support content, and write, edit, and publish content for product launches, policy changes, and workflow updates while maintaining the style guide and taxonomy.
• Own and improve the AI-assisted authoring workflow and internal tooling the content program runs on, and define where automation should scale to improve leverage, speed, and quality.
• Operate support chatbots and ticketing systems in production: author and optimize answer flows, troubleshoot bot behavior, routing, alerting, and integrations, and act as a first responder during incidents.
• Support and quality-assure automations tied to credential validation, account access, authentication flows, and support intake forms, and tune automated ticket handling in partnership with Platform Operations teams.
• Own regulatory support flows and form governance, including intake and reporting forms, escalation and appeals paths, and regional launches, translating legal and policy requirements into durable, auditable operating models with Legal and Policy.
• Maintain platform governance and integration hygiene: integration upkeep, authentication and token migrations, admin and configuration hygiene, email alias governance, and access management.
• Run the sprint and backlog cadence, recurring reviews and readouts, and change communications that keep cross-functional partners aligned on what is changing, when, and why.
• Define success measures for the program and be accountable for measurable improvements in content discovery, self-serve resolution, automation rate, quality, and reliability.

Conocimientos

Communication

Editorial excellence

Content management

Zendesk

Chatbot operations

AI-assisted tools

Stakeholder alignment

Incident management

Technical familiarity

HTML/CSS

Educación

Bachelor's degree

Herramientas

Zendesk

Jira

CMS

Analytics tools

Descripción del empleo

Snap Inc. is seeking a Lead, Strategy & Operations to own and elevate content across help center, in-app, and chatbot channels. You will write, edit, and publish material for product launches, policy changes, and workflows, while upholding the style guide and taxonomy.

You will also drive automation, internal tooling, and incident response for a scalable, high-quality support program. You will manage regulatory flows, form governance, and regional launches, translating complex requirements into