Strategy & Operations Lead

SNAP, Inc.; Santa Monica (CA); On-site; USD 180,000 - 230,000; Full time

Benefits offered by this job

Parental leave up to 28 weeks

Medical coverage

Wellbeing programs

401(k) and financial planning

Job summary

SNAP, Inc. is seeking a Lead, Strategy & Operations to own the support content program across the Snapchat ecosystem, including the Help Center, in-app support, chatbots, and the underlying platform.

You will define the roadmap, run the operating rhythm, and own quality and reliability to improve content discovery and resolve user issues at scale. This is a hands-on role where you will build, configure, test, and troubleshoot the systems that deliver it, while steering the content program

Qualifications

• Experience owning support or help content for large consumer audiences.
• Hands-on experience with Zendesk or equivalent and chatbots.

Responsibilities

• Own the support content program across platforms.
• Define roadmap, operating rhythm, and improve content discovery.
• Operate support chatbots and ticketing systems in production.

Skills

Editorial eye

AI-assisted tools

Content management

Stakeholder influence

Incident management

Education

BA/BS degree or equivalent

Tools

Zendesk

Jira

AI tooling

Job description

• We’re looking for a Lead, Strategy & Operations to join Snap! As a member of the Platform Operations team, you will own the support content program and the surfaces it runs on end to end, including the Snapchat Support help center, in-app support surfaces, support chatbots and AI agents, and the underlying support platform
• You’ll define the roadmap, run the operating rhythm, and own the quality and reliability of these experiences, with the goal of improving support content discovery and resolving Snapchatter issues at scale
• This is a hands‑on operating role: you won’t just plan the work, you’ll build, configure, test, and troubleshoot the systems that deliver it
• 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

Benefits

• Up to 28 weeks of parental leave and return‑to‑work program
• Adoption, surrogacy, infertility, and fertility preservation benefits
• Backup child care coverage, center‑based care support, & caregiver assistance
• Dependent Daycare Flexible Spending Account
• Services to support your path to parenthood & beyond - fertility support & family planning via Carrot, SNOO, Hinge Health
• Short‑term disability, long‑term disability, basic life insurance, and AD&D insurance
• Lactation rooms (based on office location) and breastmilk shipping coverage
• For Snap, employees taking care of loved ones with complex, chronic, or ongoing care needs (i.e. parent with Dementia, spouse with Cancer, child with Autism), your family can save time, money, & stress with Wellthy
• Comprehensive medical coverage, including PPO, HDHP with HSA, and HMO options
• Dental coverage, including orthodontia benefits
• Vision coverage, including frame and contact allowance and LASIK benefits
• Free membership to One Medical for primary and urgent healthcare services
• Business Travel Insurance
• Gym perks and discounts
• Team fitness classes and races
• Sports leagues
• Cooking and nutritional workshops
• Well‑being reimbursement
• Unlimited access to virtual physical therapy with Anthem
• 15 sessions per year of mental health for you + dependents through Lyra
• Generous time off and leave programs. In the US, this includes the following:
• Up to 3 weeks (120 hours) of vacation time and 1 floating holiday for non‑exempt team members
• 15 sick and safe days per year
• 12 paid holidays per year
• Meditation and yoga classes
• Speaker series, classes, and subscriptions to educational programs
• Social gatherings, team outings, and volunteering programs
• Snap Inc. provides a 401(k) plan that allows you to save on a pre‑tax, Roth, and after‑tax basis for your retirement (yes, we even have the Mega backdoor option!) Snap will also match 100% up to 3% of your contribution and then 50% on your 4th and 5th%
• Flexible Spending Accounts for healthcare, daycare and commuter
• Health Savings Account with employer contributions
• Rocket Lawyer memberships
• Financial education programs
• Snap exclusive discounts and perks
• Compensation packages that let you share in Snap’s long‑term success!

Excellent verbal and written communication skills, with high attention to detail and a strong editorial eyeFluent, judicious use of approved AI‑assisted tools to build and iterate on internal tools, mocks, and workflow automation, and the judgment to validate outputs where quality, policy, privacy, safety, or customer impact is involvedComfort operating close to the technical layer, reasoning about integrations, configuration, authentication, and automated workflows, and troubleshooting them under production pressureBA/BS degree or equivalent years of experience in Communications, Operations, Marketing, or a related fieldExcellent problem‑solving skills, with the ability to translate ambiguous business and regulatory challenges into structured, actionable plansExperience owning support or help content, customer support operations, or programs that serve large consumer audiencesDeep, hands‑on fluency with the systems a modern support operation runs on: content management and ticketing platforms (Zendesk or equivalent), support chatbots, and website and product analyticsStrong interpersonal skills and the ability to influence and align stakeholders across Operations, Product, Engineering, Legal, and Policy6+ years of experience in program or project management, support or marketing content, or a closely related fieldAbility to own a domain end to end: define the operating model, set priorities and explicit trade‑offs, and drive durable outcomes without formal authorityComposure and clear judgment during incidents, ambiguity, and shifting requirementsExperience operating a support chatbot or conversational‑AI support surface in production, including authoring answer flows and troubleshooting live behaviorExperience building lightweight internal tooling or workflow automation, including with AI‑assisted development toolsExperience operationalizing regulatory or compliance requirements into support flows, intake and reporting forms, or appeals and escalation pathsExperience with Zendesk administration, integrations, and authentication or token migrations, and familiarity with ticketing tools such as JiraHands‑on experience with a ticketing or content management platform (Zendesk strongly preferred) and comfort using data to inform decisionsExperience with localization and quality‑assurance teams, processes, and systemsExperience analyzing and improving website or in‑app search and content discovery (SEO)Web content development experience, including HTML and CSSPrevious experience at a consumer technology, communications, or social media companyPassion for supporting the Snapchat community and understanding what makes for a great customer, business, and platform experience