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Senior Manager, Trust and Safety Operations (Americas)
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
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from our lowest geographic market up to our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. This position will remain open until filled. For more information, please visit Applicants should apply via our internal or external career site.
