Strategy & Operations Lead, AI-Driven Content & Support

SNAP, Inc.; Los Angeles (CA); On-site; USD 142,000 - 214,000; Full time

Benefits offered by this job

Equity RSUs

Medical coverage

Paid parental leave

Mental health support

Job summary

Snap Inc. seeks a Senior Content Operations Manager to own the roadmap for help center, in-app, and chatbot content, driving product launch communications and policy updates.

You will shape AI-assisted authoring workflows, improve internal tooling, and oversee production chatbots and ticketing systems to ensure fast, accurate responses. You will also manage regulatory and compliance flows, platform governance, and cross-functional collaboration with Legal, Policy, Engineering, and Operations to

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 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.

Skills

Editorial writing

Zendesk

AI-assisted tools

Cross-functional collaboration

Project management

SEO/content discovery

HTML/CSS

Education

BA/BS degree in Communications, Operations, Marketing, or related field

Tools

Zendesk

Jira

Job description

Snap Inc. seeks a Senior Content Operations Manager to own the roadmap for help center, in-app, and chatbot content, driving product launch communications and policy updates.

You will shape AI-assisted authoring workflows, improve internal tooling, and oversee production chatbots and ticketing systems to ensure fast, accurate responses. You will also manage regulatory and compliance flows, platform governance, and cross-functional collaboration with Legal, Policy, Engineering, and Operations to