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(Expired) Senior Safety Operations Manager

1 month ago by Twitch

  London, UK

Level: Senior

Contract: Full Time (Paid)

Sectors: Customer Service, Operations

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Twitch is looking for an experienced Operations Manager to lead the day-to-day fulfillment of duties for its Safety Operations team in EMEA region.

Safety Operations is at the core of our efforts to keep Twitch a welcoming and safe place for people to build communities. The Senior Safety Operations Manager will therefore be an essential element of the Trust & Safety team, coordinating the efforts of global moderation units across multiple locations.

Reporting to the Director of Global Safety Operations, this position will help serve our growing community. We look for the qualities of professionalism, initiative, and sound decision-making in all candidates, and will be seeking someone with an extensive background in operational management in the fields of online safety, content moderation or customer service.

Responsibilities

  • Work with global management peers to own the forecasting of expected workload, working to accuracy targets and experimenting with methodologies and inputs to continually approve
  • Collaborate over resourcing and scheduling of appropriate resources, in line with forecasts, to fulfill the processing of all workload within defined Service Level Agreements
  • Oversee implementation of quality assurance, training and downstream impact programs
  • Own the tracking and achievement of key metrics and KPIs, taking proactive measures to ensure achievement of target performance levels
  • Manage, mentor and develop team members, including line managers and individual contributors
  • Work cross-functionally throughout the Twitch business to coordinate relevant work, with particular emphasis on Customer Experience, Policy, Legal, and Product teams
  • Deliver on large projects and initiatives in a fast-paced and complex environment
  • Develop strategies for performance management and operational efficiency improvement
  • Interface regularly with Trust & Safety global leadership, working across international time zones to ensure issue response in line with the nature of a live streaming service
  • Represent Twitch Trust & Safety at relevant safety events, industry gatherings/working groups and external collaborations
  • Aid the Moderation team in the handling of sensitive or disturbing content including CSAM or potentially illegal video or image

Requirements

  • BA/BS degree
  • 7+ years in an online safety, moderation or customer service field, with 5+ years of direct management experience
  • Expertise in the creation and development of quality assurance programs for large operational teams
  • Demonstrable experience in coordinating operational teams to meet the demands of a fast-paced online service or platform
  • Data-driven approach to problem-solving and execution
  • Excellent written and verbal communication skills in English
  • Comfortable with working flexibly as part of a globally-dispersed 24/7/365 team
  • Mentally and emotionally resilient to offensive or disturbing behavior, language, and content

Bonus Points

  • Familiarity with Google Docs and content or community management tools
  • Deep familiarity with Twitch, streaming, and internet culture
  • Proficient with Twitch chat bots
  • Additional language skills

Perks

  • Private Medical Insurance
  • Dental, Vision & Life Insurance
  • Pension Plan
  • Maternity & Parental Leave
  • Paid Time Off & Holidays
  • Commuter Benefits
  • Amazon Employee Discount
  • Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, etc.)
  • Lunch Served Four Times a Week
  • Free Snacks & Beverages

#LI-TT2

Launched in 2011, Twitch is a global community that comes together each day to create multiplayer entertainment: unique, live, unpredictable experiences created by the interactions of millions. We bring the joy of co-op to everything, from casual gaming to world-class esports to anime marathons, music, and art streams. Twitch also hosts TwitchCon, where we bring everyone together to celebrate, learn, and grow their personal interests and passions. We’re always live at Twitch. Stay up to date on all things Twitch on Linkedin, Twitter and on our Blog.

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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This job has expired and applications are now closed.