Director, Community Ops International

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 and Instagram channel to learn how to ace our interview process.

About the Role

Twitch is looking for an experienced Operations Leader to spearhead its Customer Trust Operations throughout the Europe, Middle East and North Africa (EMEA) and Asia Pacific (APAC) regions. This is an important and visible role with responsibility for all aspects of international operations within Customer Experience and Trust & Safety Operations.

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 of Community Operations (International) will therefore be an essential element of the Customer Trust team, managing managers from our distributed locations and a total headcount of 22 FTEs.

Reporting to the VP of Customer Trust Operations, you will help serve our thriving global community. We look for the qualities of initiative, and sound decision-making in all candidates, and will seek someone with an background in operational management in the fields of online Trust & Safety, content moderation or customer service.

You can work in Seattle, WA, Irvine, CA; San Francisco, CA or remotely in the US.

You Will:

Lead Twitch’s FTE team managing the most complex and nuanced case types across traditional Trust & Safety and Customer Experience workstreams
Includes all employees EMEA and APAC
Supports our needs and trends across multiple markets
Workstreams include: Tier 3 support and investigations; white-glove partner support services; legal process and law enforcement response/liaison; off-service policy management

Manage and mentor team members, including line managers and individual contributors
Own the tracking and achievement of main metrics and KPIs, taking proactive measures to ensure achievement of target performance levels
Develop strategies for performance management and operational efficiency improvements
Interface with Customer Trust global senior leadership, working across international time zones to ensure issue response in line with the nature of a live streaming service
Work with global management peers to regarding appropriate resourcing and scheduling of resources, in line with forecasts and our needs to fulfill the processing of all workload within defined Service Level Agreements
Work cross-functionally throughout the Twitch business to coordinate relevant work, with emphasis on Partnerships, Legal, Comms, Policy, CX, and Product teams
Deliver on large projects and initiatives in a fast-paced and complex environment

You Have:

BA/BS degree
7+ years in an online safety, moderation or customer service field, with 5+ years of direct management experience
Expertise in the creation and development of large operational teams
Extensive familiarity with a wide range of cultural considerations and nuances in the Asia Pacific region
Demonstrable experience in coordinating operational teams to meet the demands of a fast-paced online service or platform including capacity to respond to high-profile/high-severity incidents
Data-driven approach to problem-solving and execution
Comfortable with working flexibly as part of a globally-dispersed 24/7/365 team
Mentally and emotionally resilience to offensive or disturbing behavior, language and content,
Ability to manage workload to ensure appropriate round-the-clock response to support our community, while managing work-life balance and avoiding personal burnout

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

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: TW8363

#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. For more information, please visit https://www.twitch.tv/jobs/en/#learn-more. Applicants should apply via our internal or external career site.

Remote US Pay Per Year$126,900—$236,000 USD

Originally posted on Himalayas

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Director of Operations, Operations Director, Community Lead, Community Manager, Community Outreach Coordinator 

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