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Lead, Strategy & Operations

Snap Inc.· Operations
Apply on company site
Los Angeles, CA$121k - $214k + equityFull timePosted 2mo ago

About the role

Lead, Strategy & Operations role responsible for owning the support content program and surfaces (Help Center, in-app support, chatbots, and underlying platform) end-to-end, with roadmap, operating rhythm, and quality/reliability improvements to content discovery and issue resolution at scale.

Responsibilities

  • 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.

Qualifications

  • BA/BS degree or equivalent years of experience in Communications, Operations, Marketing, or a related field.
  • 6+ years of experience in program or project management, support or marketing content, or a closely related field.
  • Experience owning support or help content, customer support operations, or programs that serve large consumer audiences.

Skills

Required:Content management systems (e.g., Zendesk or equivalent)Support chatbots and automationRegulatory and policy workflow governanceCross-functional stakeholder leadership
Nice to have:Data-informed decision making

Benefits

  • Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Snap Inc.

We contribute to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together.

We believe the camera presents the greatest opportunity to improve the way people live and communicate.

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Company profileWebsite

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