Strategy & Operations Lead

Snap as a Strategy & Operations Lead, where you will own the support content program and its various surfaces, including the Snapchat Support help center, in-app support surfaces, support chatbots, and AI agents.

Responsibilities

• You will define the roadmap, run the operating rhythm, and ensure the quality and reliability of these experiences.
• This is a hands-on role that requires building, configuring, testing, and troubleshooting systems.
• You will also be responsible for maintaining platform governance and integration hygiene, running the sprint and backlog cadence, and defining success measures for the program.
• Définir la feuille de route, gérer le rythme opérationnel et être responsable de la qualité et de la fiabilité des expériences de support.
• Posséder et améliorer le flux de travail d'édition assistée par l'IA et les outils internes sur lesquels fonctionne le programme de contenu.
• Exploiter les chatbots de support et les systèmes de billetterie en production : rédiger et optimiser les flux de réponse, dépanner le comportement du bot.
• Comfort operating close to the technical layer, reasoning about integrations, configuration, authentication, and automated workflows, and troubleshooting them under production pressure
• Experience operating a support chatbot or conversational-AI support surface in production, including authoring answer flows and troubleshooting live behavior
• Experience building lightweight internal tooling or workflow automation, including with AI-assisted development tools

Requirements

• Excellent verbal and written communication skills, with high attention to detail and a strong editorial eye
• Fluent, 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 involved
• BA/BS degree or equivalent years of experience in Communications, Operations, Marketing, or a related field
• Excellent problem-solving skills, with the ability to translate ambiguous business and regulatory challenges into structured, actionable plans
• Experience owning support or help content, customer support operations, or programs that serve large consumer audiences
• Deep, 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 analytics
• Strong interpersonal skills and the ability to influence and align stakeholders across Operations, Product, Engineering, Legal, and Policy
• 6+ years of experience in program or project management, support or marketing content, or a closely related field
• Ability to own a domain end to end: define the operating model, set priorities and explicit trade-offs, and drive durable outcomes without formal authority
• Composure and clear judgment during incidents, ambiguity, and shifting requirements
• Experience operationalizing regulatory or compliance requirements into support flows, intake and reporting forms, or appeals and escalation paths
• Experience with Zendesk administration, integrations, and authentication or token migrations, and familiarity with ticketing tools such as Jira
• Experience with localization and quality-assurance teams, processes, and systems
• Web content development experience, including HTML and CSS
• Passion for supporting the Snapchat community and understanding what makes for a great customer, business, and platform experience

Preferred

• Hands-on experience with a ticketing or content management platform (Zendesk strongly preferred) and comfort using data to inform decisions
• Experience analyzing and improving website or in-app search and content discovery (SEO)
• Previous experience at a consumer technology, communications, or social media company

USD 142,000 - 214,000