Senior Manager - Trust and Safety Operations
To see similar active jobs please follow this link: Remote Development jobs
About Us
Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day.
We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on LinkedIn and Twitter, and discover the projects we’re solving on our Blog. Be sure to explore our Interviewing Guide to learn how to ace our interview process.
About the Role
Customer Trust is at the core of our efforts to keep Twitch a welcoming, safe and trusted place for people to build communities. The Senior Manager, Trust & Safety Operations will therefore be an essential element of the team, acting as the senior member for the operational aspects of keeping Twitch users safe in the Americas and coordinating global content moderation across multiple locations.
As part of Customer Trust, you will help serve our growing community. We look for the qualities of professionalism, initiative, and sound decision-making in all candidates, and will seek someone with a background in operational management in the fields of online Trust & Safety, content moderation or customer service.
You can work in remotely in the US.
You Will:
Lead and develop Twitch’s Trust & Safety Operations team in the Americas to support business needs and trends across multiple markets
Manage and mentor team members
Work with global management peers to manage:
Working to targets for operational success and goal achievement and experimenting with methodologies / inputs to continually approve
Leadership of key workstreams including Investigations and Operational Harms in order to drive high quality outcomes for the Twitch Community on complex content moderation issues
Manage relevant workflows, processes and documentation to ensure clarity and consistency in operations
Own the tracking and achievement of relevant metrics and KPIs, taking proactive measures to ensure achievement of target performance levels
Work cross-functionally throughout the Twitch business to coordinate relevant work, with particular emphasis on Partnerships, Legal, Marketing, Policy, CX, and Product teams
Deliver on large projects and initiatives in a fast-paced and complex environment
Develop strategies for performance management, team engagement and operational efficiency improvements
Interface regularly with Customer Trust global leadership, working across international time zones to ensure issue response in line with the nature of a live streaming service
Aid the Moderation team in the handling of sensitive or disturbing content including CSAM or potentially illegal video or images
You Have:
BA/BS degree
5+ years in an operational online safety or content moderation, with 3+ years of direct management experience
Expertise in the creation and development of large operational teams
Demonstrable experience 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
Sound, objective decision-making with the ability to recognize potential biases or conflicts of interest
Bonus Points
Deep familiarity with Twitch, streaming, and internet culture
Proficiency with SQL, Tableau or other data transformation/analytics techniques
Additional language skills
Familiarity with Google Docs and content or community management tools
Awareness of / proficiency with Twitch channel moderation, tools, bots and commands
Perks
Medical, Dental, Vision & Disability Insurance
401(k)
Maternity & Parental Leave
Flexible PTO
Amazon Employee Discount
Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, off-site massages, etc.)
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.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Twitch values your privacy. Please consult our Candidate Privacy Notice, for information about how we collect, use, and disclose personal information of our candidates.
Job ID: TW8489
#LI-Remote #RemoteFriendly
About the job
Senior Manager - Trust and Safety Operations
To see similar active jobs please follow this link: Remote Development jobs
About Us
Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day.
We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on LinkedIn and Twitter, and discover the projects we’re solving on our Blog. Be sure to explore our Interviewing Guide to learn how to ace our interview process.
About the Role
Customer Trust is at the core of our efforts to keep Twitch a welcoming, safe and trusted place for people to build communities. The Senior Manager, Trust & Safety Operations will therefore be an essential element of the team, acting as the senior member for the operational aspects of keeping Twitch users safe in the Americas and coordinating global content moderation across multiple locations.
As part of Customer Trust, you will help serve our growing community. We look for the qualities of professionalism, initiative, and sound decision-making in all candidates, and will seek someone with a background in operational management in the fields of online Trust & Safety, content moderation or customer service.
You can work in remotely in the US.
You Will:
Lead and develop Twitch’s Trust & Safety Operations team in the Americas to support business needs and trends across multiple markets
Manage and mentor team members
Work with global management peers to manage:
Working to targets for operational success and goal achievement and experimenting with methodologies / inputs to continually approve
Leadership of key workstreams including Investigations and Operational Harms in order to drive high quality outcomes for the Twitch Community on complex content moderation issues
Manage relevant workflows, processes and documentation to ensure clarity and consistency in operations
Own the tracking and achievement of relevant metrics and KPIs, taking proactive measures to ensure achievement of target performance levels
Work cross-functionally throughout the Twitch business to coordinate relevant work, with particular emphasis on Partnerships, Legal, Marketing, Policy, CX, and Product teams
Deliver on large projects and initiatives in a fast-paced and complex environment
Develop strategies for performance management, team engagement and operational efficiency improvements
Interface regularly with Customer Trust global leadership, working across international time zones to ensure issue response in line with the nature of a live streaming service
Aid the Moderation team in the handling of sensitive or disturbing content including CSAM or potentially illegal video or images
You Have:
BA/BS degree
5+ years in an operational online safety or content moderation, with 3+ years of direct management experience
Expertise in the creation and development of large operational teams
Demonstrable experience 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
Sound, objective decision-making with the ability to recognize potential biases or conflicts of interest
Bonus Points
Deep familiarity with Twitch, streaming, and internet culture
Proficiency with SQL, Tableau or other data transformation/analytics techniques
Additional language skills
Familiarity with Google Docs and content or community management tools
Awareness of / proficiency with Twitch channel moderation, tools, bots and commands
Perks
Medical, Dental, Vision & Disability Insurance
401(k)
Maternity & Parental Leave
Flexible PTO
Amazon Employee Discount
Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, off-site massages, etc.)
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.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Twitch values your privacy. Please consult our Candidate Privacy Notice, for information about how we collect, use, and disclose personal information of our candidates.
Job ID: TW8489
#LI-Remote #RemoteFriendly