Product Quality Lead at Snap

Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.

Snapchat is the camera used by over 150 million people every day to Snap with family, watch Stories from friends, see events from around the world, and explore expertly curated content from top publishers. In short, we are a passionate team working hard to build the best platform in the world for communication and storytelling.

We’re looking for an Product Quality Lead to join Team Snapchat! Working closely with the Customer Operations team, you’ll lead a team of product quality analysts to synthesize customer reported experiences, derive actionable insights across multiple support channels and massive amounts of data, and drive workflow changes to deliver a top-tier product experience. Working from our Venice, CA headquarters, you’ll partner closely with App Support, Engineering, and Product Management teams.

What you’ll do:

  • Collaborate effectively, lead with a vision, and provide an experienced point of view on technical product support at scale
  • Synthesize information from our customer network to advocate for new bug fixes and feature enhancements
  • Identify, investigate, and implement solutions for complex technical issues
  • Proactively raise, manage, and resolve Snapchatter technical escalations over multiple channels of support
  • Deliver reporting, product and business recommendations to Snap Inc.’s senior leadership
  • Work closely with quality assurance, product, and engineering teams, to identify, implement, and support changes
  • Staff, direct and manage a team of great people in a fast-paced, quick-to-market environment

What we’re looking for:

  • BA/BS in a STEM field
  • 2+ years of previous management experience, in addition to 2+ years previous experience in quality assurance, mobile technical support, support engineering, or an equivalent role
  • Strong leadership skills to develop and motivate a team
  • Excellent written and verbal communication skills to effectively influence and convey messages to different stakeholders
  • A detail-oriented individual with executive maturity, business acumen, and the ability to influence and communicate within all levels of the organization
  • Robust quantitative and data synthesis skillset (Expertise with SQL and Microsoft Excel a plus)
  • In depth knowledge of establishing and optimizing processes
  • Experience with Phabricator, JIRA, and/or other bug tracking tools a plus
  • Proven ability to manage multiple complex tasks with various deadlines and prioritization
  • A team player who’s willing to get their hands dirty and help where needed
  • Passion for Snapchat and creativity!

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at [email protected].

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