Sr. Customer Operations Program Manager

| Greater LA Area

We’re looking for a Senior Customer Operations Program Manager to join Team Snapchat! You will have a deep understanding of our customer journeys and workflows, and work with the Customer Operations team to optimize the way we service and support our customers. Your goal is to help improve customer engagement and loyalty with our products by removing friction. This requires thoughtful design and execution of company policies, provision of innovative channels, processes, and technologies. You are comfortable with an ‘all hands on deck’ environment and roll up your sleeves as habit.

What you’ll do:

  • Leverage your passion for our customers and their experience to strategize and implement Customer Operations workflows for both advertisers and snapchatters.

  • Lead internal and third party vendor teams to define, plan, and execute projects that improve that improve and enhance our snapchatter and advertiser experience

  • Define and implement KPIs (Key Performance Indicators) and Success Criteria for each high priority project. Be data driven in your decision making process.

  • Manage change for internal and external groups in a fast-paced, constantly changing industry environment

  • Lead teams to design and implement business initiatives and workflow changes, training and communications materials and launch plans for impacted stakeholders

  • Collaborate effectively, lead with a vision, and provide an experienced point of view on how we streamline the Customer Operations team for new and existing Snapchat products at scale

  • Contribute to product designs that will maximize safety for our Snapchatters, Advertisers and Content Creators.

  • Constantly evaluate internal practices against competitive trends and drive solutions that make our teams scalable

  • Become the internal voice and representative for Customer Operations globally
     

Minimum qualifications:

  • Bachelor's degree from a leading undergraduate institution

  • 10+ years of management consulting or customer design related experience

  • 4+ years at a technology company

Preferred qualifications:

  • Master's degree

  • Experience working with customer experience tools - Zendesk, Sprinklr, Salesforce

  • Analytical and data driven

  • Strong effective communication skills, both written and verbal

  • Proven track record of transforming operations to provide best-in-class customer experience through step-function innovation and continuous improvement

  • A detail-oriented individual with executive presence, business acumen, and the ability to influence and communicate within all levels of the organization

  • Ability to travel internationally

  • A team player who’s willing to get their hands dirty and help where needed

  • Passion for change, Snapchat, and creativity!

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Ember.jsFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • Google DriveManagement
    • SendGridEmail

Location

Snap LA is located in the Santa Monica Business Park. We're across the street from a ton of great restaurants, coffee shops, Clover Park, and more!

An Insider's view of Snap Inc.

How would you describe the company’s work-life balance?

The work life balance at Snap is unmatched! I’ve worked at different tech companies, but what Snap offers is so unique. We have offices around the globe and whenever I travel, I make it a point to visit the local office to get some work done. Also, having flexible work hours encourages you to strike a nice balance between work and play.

Jasmeet

Reporting & Insights Analyst

What does your typical day look like?

A supply chain role is synonymous with unpredictable days. My daily priorities often revolve around solving complex challenges for my global business partners that happen overnight. But getting to be involved in product development with my engineering team in LA and working across global cultures to bring a product to life is extremely rewarding!

Anukul

Global Supply Manager, Snaplab

How has your career grown since starting at the company?

I joined Snap a year after college without any experience tackling problems of this scale. The fast-paced work, diversity of problems, freedom to fail, strong mentorship from the smartest minds in the industry, and room to make a notable impact propelled me from a junior hire to a technical lead in just 2 years. I’ve grown from mentee to mentor.

Winston

Information Security Engineer

How do you collaborate with other teams in the company?

The Research team helps Snap innovate in some of the newest and most interesting areas of technology. We love being able to make an impact on all of Snap’s products by taking tough technical challenges and solving them with state-of-the-art approaches.

Jung

Program Manager, Research

What are Snap Inc. Perks + Benefits

Snap Inc. Benefits Overview

Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms.

Every Snap office has its own set of benefits built around its needs, but here’s a rundown of some of the programs you'll find in our LA office.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Employees can contribute to a Medical FSA to pay for eligible medical expenses, or a Dependent Care FSA to pay for eligible daycare expenses, with pre-tax dollars.
Disability Insurance
Employees can take up to 16 weeks of short-term disability for 60% tax-free pay with benefits remaining active. Long-term disability is also available at 60% tax-free.
Dental Benefits
We provide free dental coverage for employees and eligible dependents. In addition, the plans have an orthodontia benefit. Annual in-network cleanings and exams are covered at no cost.
Vision Benefits
Snap provides a free vision plan for employees and eligible dependents. The plan includes a LASIK benefit and a $200 annual frame/contact lens allowance.
Health Insurance Benefits
We provide free PPO and HSA plans to employees and their dependents with the option to buy-up to an enhanced PPO plan with lower co-pays. In CA, Kaiser HMO is another free medical plan option.
Life Insurance
We provide Basic Life and AD&D insurance at 2x salary at no cost.
Wellness Programs
Snap's wellness program, SnapFit, offers events, programs, education, and more that will help you stay fit across four pillars: Mind, Body, Money, and Health!
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include Sponsored race teams.
Retirement & Stock Options Benefits
401(K)
Snap offers a retirement savings plan that allows you to save for your retirement on a pre-tax and/or post-tax basis.
401(K) Matching
Snap matches 100% up to 3% and 50% on your 4th and 5th contribution to both your pre-tax and/or Roth elective contributions and the match is immediately vested. We also offer the Mega Backdoor Roth.
Company Equity
Snap offers compensation packages that allow you to share in Snap's long-term success!
Child Care & Parental Leave Benefits
Child Care Benefits
Snap offers a Dependent Care Flexible Spending Account to help you use tax-free funds to pay for preschool, summer day camp, before/after school programs, and child or elder daycare.
Generous Parental Leave
Maternity Leave: Up to 4.5 months (18-20 weeks) of 100% paid maternity leave Paternity Leave: Up to 2 months (8 weeks) of 100% paid paternity leave
Family Medical Leave
Snap provides you with up to 12 weeks of time off to care for a family member with a serious health condition. We also provide 6 weeks of pay to care for an immediate family member with health issues.
Adoption Assistance
Snap will reimburse up to $10k towards any Adoption expenses incurred. You are also eligible for up to 2 months (8 weeks) of 100% pay to bond with your new child.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Salaried employees have a flexible vacation policy approved at their manager's discretion. Hourly employees get 15 days of vacation which jumps up to 20 days after 4 years of service.
Paid Volunteer Time
Employees are allotted four hours of paid time off to volunteer at charities that align with the company’s philanthropic pillars: youth, education, and arts.
Paid Holidays
9 paid holidays plus a floating holiday for hourly employees.
Paid Sick Days
Snap provides 15 sicks days per year if you're feeling under the weather!
Perks & Discounts
Casual Dress
Even though we've moved our offices to the Santa Monica Business Park, we've kept things casual since our beginnings in Venice Beach 😎🌴
Commuter Benefits
Our Commuter Benefit allows you to use tax-free funds to pay for parking and public transportation — such as train, subway, bus, ferry, trolley, or vanpool — as part of your daily commute to work.
Company Outings
There are various social events to choose from, ranging from cultural, health & fitness, personal development, volunteering, arts & crafts, and more.
Free Daily Meals
We have two onsite restaurants at the Business Park headquarters, and one onsite restaurant at our building in Venice. We offer breakfast, lunch, and dinner plus great coffee!
Stocked Kitchen
All offices are stocked with free snacks, drinks, coffee, etc.
Parking
Our headquarters offers parking if you decide to skip the Commuter Benefit.
Recreational Clubs
Employees can participate in sports leagues through SnapFit. We also offer team fitness classes, hikes, races, and more.
Relocation Assistance
To help you get to your new city safe and sound, Snap assists with eligible candidates' relocations through final move flights, storage, package & delivery, corporate housing, moving cash, and more.
Fitness Subsidies
SnapFit offers gym perks and discounts, and we also have an onsite gym — with free fitness classes — at our Snaplab office in Venice!
Professional Development Benefits
Job Training & Conferences
Snap has a Learning & Development program that enables employees to continue honing their skills, and individual teams have budgets to send eligible employees to industry conferences, trainings, etc.
Diversity Program
We strive to create a culture of inclusivity through employee resource groups, internal development programs, unconscious bias training, networking opportunities, recruiting initiatives, and more.
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
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