Strategy & Operations Lead, Support Platform & AI

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

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