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Senior Manager, Trust & Safety Operations

Niantic

Niantic

Operations
San Francisco, CA, USA
Posted on Wednesday, July 3, 2024

Niantic inspires people to explore the world together, and the Player Experience Team is by their side at every stage of their journey.

As the Senior Manager for Trust and Safety Operations on the Player Experience team, you’ll play a meaningful role being responsible for the scaled enforcement of Niantic policy, including third-party services, who ensure those rules are followed by identifying policy-violating content or behavior, and taking action.

This role partners closely with global teams and cross-functional partners to develop and work toward shared goals.

Responsibilities

  • Lead all aspects of global moderation operations, including workforce management, coordinating with outsourced vendors, and ensuring adherence to established policies and procedures.
  • Manage escalations, incident response, and investigations. Develop and oversee processes for handling escalations. Conduct detailed investigations of complex cases and ensure timely and effective resolution, while maintaining detailed documentation and reporting on findings and actions taken.
  • Support senior level executives with escalations and crisis management. Serve as a centralized point of contact, develop executive level communications, report on findings, and present recommendations for risk management or mitigation.
  • Manage an Escalation Specialist and develop escalation and investigation protocols and workflows leveraging internal and 3rd party service providers.
  • Partner in creation, management, and maintenance of knowledge and training resources (ex. India Market Guidance) used by content moderators, including delivery of training to internal and third-party teams on enforcing Niantic policy.
  • Establish feedback loops. Develop and maintain effective feedback loops with policy, engineering, and product teams to ensure continuous improvement of moderation processes and tools, and to provide insights and recommendations based on operational data and trends.
  • Establish partnerships with global teams and cross-functional stakeholders. Consult on requirements, feature requests and feedback related to investigative and scaled moderation systems and tools used by internal and third-party moderation teams.
  • Design and establish metrics and reporting frameworks to evaluate the effectiveness of policy enforcement.
  • Lead Niantic’s Safety cross-functional group, coordinating members, leading meetings, refining processes and incident response protocols.
  • Collaborate with cross-functional team members and stakeholders, including regular and reliable attendance and participation in meetings.
  • Required in-office 2 days on Tuesday and Wednesday.

Qualifications

  • Bachelor's degree in a relevant field or equivalent experience
  • Experience: 5+ years of experience in Trust and Safety, with a strong background in content moderation, incident response, and investigations.
  • Child Safety Expertise: Proven experience and deep understanding of child safety principles, policies, and standard methodologies in online environments to ensure the protection of minors and compliance with relevant regulations.
  • Familiarity with data privacy regulations and compliance requirements.
  • Proven experience in leading outsourced operations, as well as, strong leadership and management skills.
  • High attention to detail and strong analytical skills
  • Ability to work in a fast-paced hybrid environment and handle stress appropriately and/or ability to solve practical problems and be sufficiently adaptable to handle dynamic situations with little advance notice.
  • Experience working on cross-functional teams with ability to communicate effectively through written and verbal communications, including synchronous interactions with others.

The total compensation package for this position includes a new hire offer base salary range of $184,500 - $205,000 + bonus + equity + benefits.

Individual pay within this salary range is determined by work location and additional factors, including assessed job-related skills, experience, and relevant education or training. Your recruiter can answer any questions about new hire total compensation during the hiring process. An overview of benefit offerings for your location can be found on the careers page.

Join the Niantic team!

Niantic's global-scale augmented reality platform and digital map powers spatial computing experiences in the real world. Incubated out of the Maps team at Google, Niantic first created Ingress and then Pokémon GO, a cultural phenomenon and hit game played by tens of millions of people each month. Niantic’s Lightship platform, which powers Pokémon GO, also supports the company's other games including Pikmin Bloom, Peridot and Monster Hunter Now. Developers use Niantic’s platform to build their own AR applications and experiences, either with the Lightship Platform or directly through the web with 8th Wall.

We believe that cultivating a workplace where our people are supported and included is essential to creating great products our community will love. Our mission emphasizes seeking and hiring diverse voices, including those who are traditionally underrepresented in the technology industry, and we consider this to be one of the most important values we hold close.

Niantic is a hybrid first company. We believe that in person interaction and collaboration fosters creativity, a sense of community, and is critical to our future success as a company. Our hybrid work schedules allow for a mix of remote and in-office work.

We're a hard-working, fun, and exciting group who value intellectual curiosity and a passion for problem-solving! We have growing offices located in San Francisco, Sunnyvale, Palo Alto, Bellevue, Kansas, London, Tokyo, Hamburg, Hyderabad, and Zurich. #LI-HYBRID