Social Support Lead, Trust and Safety Compute

Apigee; Austin (TX); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Health coverage

Retirement match

Paid time off

Sick time

Maternity leave

Baby bonding leave

Paid holidays

Job summary

Apigee in Austin, TX is seeking a senior operations and policy leader to drive incident response and AI-first process improvements. The role demands 7+ years in operations, Trust & Safety, or policy, with 3+ years in social media monitoring and crisis management, plus experience coordinating vendor workflows across Legal, PR and Engineering functions.

The position emphasizes stakeholder management, analytical thinking, and the ability to handle high-pressure scenarios in a fast-paced environment.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 7 years of experience in operations, Trust & Safety, policy, program management or related fields.
• 3 years of experience in social media monitoring/support, incident management, policy, crisis communications, or business strategy.
• 3 years of experience overseeing vendor-led operational workflows and driving process improvements with an AI first approach.

Skills

Social media monitoring

Incident management

Policy development

Crisis communications

Stakeholder management

AI-first process improvements

Education

Bachelor's degree or equivalent

Tools

Data visualization tools

Social management tools

Job description

Benefits for this role include:

• Health, dental, vision, life, disability insurance
• Retirement Benefits: 401(k) with company match
• Paid Time Off: 20 days of vacation per year, accruing at a rate of 6.15 hours per pay period for the first five years of employment
• Sick Time: 40 hours/year (increased to 69 hours/year for Seattle) including 5 discretionary sick days per instance
• Maternity Leave (Short-Term Disability + Baby Bonding): 28-30 weeks
• Baby Bonding Leave: 18 weeks
• Holidays: 13 paid days per year

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Kirkland, WA, USA; Austin, TX, USA.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 7 years of experience in operations, Trust & Safety, policy, program management or related fields.
• 3 years of experience in social media monitoring/support, incident management, policy, crisis communications, or business strategy.
• 3 years of experience overseeing vendor-led operational workflows and driving process improvements with an AI first approach.

Preferred qualifications:

• Experience managing "corporate crisis" level events with potential legal or regulatory implications.
• Experience managing high-pressure stakeholders and coordinating responses across Legal, PR, and Engineering functions.
• Ability to evaluate unprecedented situations and generate new methods for resolution.
• Exceptional communication and stakeholder management skills, with the ability to influence senior leadership under pressure.
• Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment.
• Proficiency in data visualization and social management tools.