We’re looking for a Lead, Strategy & Operations to join Snap! As a member of the Platform Operations team, you will own the support content program and the surfaces it runs on end to end, including the Snapchat Support help center, in-app support surfaces, support chatbots and AI agents, and the underlying support platform
You’ll define the roadmap, run the operating rhythm, and own the quality and reliability of these experiences, with the goal of improving support content discovery and resolving Snapchatter issues at scale
This is a hands‑on operating role: you won’t just plan the work, you’ll build, configure, test, and troubleshoot the systems that deliver it
Own the roadmap for help center, in‑app, and chatbot support content, and write, edit, and publish content for product launches, policy changes, and workflow updates while maintaining the style guide and taxonomy
Own and improve the AI‑assisted authoring workflow and internal tooling the content program runs on, and define where automation should scale to improve leverage, speed, and quality
Operate support chatbots and ticketing systems in production: author and optimize answer flows, troubleshoot bot behavior, routing, alerting, and integrations, and act as a first responder during incidents
Support and quality‑assure automations tied to credential validation, account access, authentication flows, and support intake forms, and tune automated ticket handling in partnership with Platform Operations teams
Own regulatory support flows and form governance, including intake and reporting forms, escalation and appeals paths, and regional launches, translating legal and policy requirements into durable, auditable operating models with Legal and Policy
Maintain platform governance and integration hygiene: integration upkeep, authentication and token migrations, admin and configuration hygiene, email alias governance, and access management
Run the sprint and backlog cadence, recurring reviews and readouts, and change communications that keep cross‑functional partners aligned on what is changing, when, and why
Define success measures for the program and be accountable for measurable improvements in content discovery, self‑serve resolution, automation rate, quality, and reliability
Benefits:
Up to 28 weeks of parental leave and return‑to‑work program
Adoption, surrogacy, infertility, and fertility preservation benefits
Backup child care coverage, center‑based care support, & caregiver assistance
Dependent Daycare Flexible Spending Account
Services to support your path to parenthood & beyond - fertility support & family planning via Carrot, SNOO, Hinge Health
Short‑term disability, long‑term disability, basic life insurance, and AD&D insurance
Lactation rooms (based on office location) and breastmilk shipping coverage
For Snap, employees taking care of loved ones with complex, chronic, or ongoing care needs (i.e. parent with Dementia, spouse with Cancer, child with Autism), your family can save time, money, & stress with Wellthy
Comprehensive medical coverage, including PPO, HDHP with HSA, and HMO options
Dental coverage, including orthodontia benefits
Vision coverage, including frame and contact allowance and LASIK benefits
Free membership to One Medical for primary and urgent healthcare services
Business Travel Insurance
Gym perks and discounts
Team fitness classes and races
Sports leagues
Cooking and nutritional workshops
Well‑being reimbursement
Unlimited access to virtual physical therapy with Anthem
15 sessions per year of mental health for you + dependents through Lyra
Generous time off and leave programs. In the US, this includes the following:
Up to 3 weeks (120 hours) of vacation time and 1 floating holiday for non‑exempt team members
15 sick and safe days per year
12 paid holidays per year
Meditation and yoga classes
Speaker series, classes, and subscriptions to educational programs
Social gatherings, team outings, and volunteering programs
Snap Inc. provides a 401(k) plan that allows you to save on a pre‑tax, Roth, and after‑tax basis for your retirement (yes, we even have the Mega backdoor option!) Snap will also match 100% up to 3% of your contribution and then 50% on your 4th and 5th%
Flexible Spending Accounts for healthcare, daycare and commuter
Health Savings Account with employer contributions
Rocket Lawyer memberships
Financial education programs
Snap exclusive discounts and perks
Compensation packages that let you share in Snap’s long‑term success!
Excellent verbal and written communication skills, with high attention to detail and a strong editorial eyeFluent, 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 involvedComfort operating close to the technical layer, reasoning about integrations, configuration, authentication, and automated workflows, and troubleshooting them under production pressureBA/BS degree or equivalent years of experience in Communications, Operations, Marketing, or a related fieldExcellent problem‑solving skills, with the ability to translate ambiguous business and regulatory challenges into structured, actionable plansExperience owning support or help content, customer support operations, or programs that serve large consumer audiencesDeep, 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 analyticsStrong 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 fieldAbility to own a domain end to end: define the operating model, set priorities and explicit trade‑offs, and drive durable outcomes without formal authorityComposure and clear judgment during incidents, ambiguity, and shifting requirementsExperience operating a support chatbot or conversational‑AI support surface in production, including authoring answer flows and troubleshooting live behaviorExperience building lightweight internal tooling or workflow automation, including with AI‑assisted development toolsExperience operationalizing regulatory or compliance requirements into support flows, intake and reporting forms, or appeals and escalation pathsExperience with Zendesk administration, integrations, and authentication or token migrations, and familiarity with ticketing tools such as JiraHands‑on experience with a ticketing or content management platform (Zendesk strongly preferred) and comfort using data to inform decisionsExperience with localization and quality‑assurance teams, processes, and systemsExperience analyzing and improving website or in‑app search and content discovery (SEO) Web content development experience, including HTML and CSSPrevious experience at a consumer technology, communications, or social media companyPassion for supporting the Snapchat community and understanding what makes for a great customer, business, and platform experience
