Launched in 2011, Twitch is a global community that comes together each day to create multiplayer entertainment: unique, live, unpredictable experiences created by the interactions of millions. We bring the joy of co-op to everything, from casual gaming to world-class esports to anime marathons, music, and art streams. Twitch also hosts TwitchCon, where we bring everyone together to celebrate, learn, and grow their personal interests and passions. We’re always live at Twitch. Stay up to date on all things Twitch on Linkedin, Twitter and on our Blog.
About the Position
Twitch is looking to add another passionate, experienced leader to our Global Safety Operations team. Safety Operations is at the core of our efforts to keep Twitch a welcoming and safe place for people to build communities. As a Safety Ops Lead, you’ll be an essential element of trust and safety efforts on our platform and will ensure our Safety Operations Teams are focused on the right workflows and maintaining our high standards, as well as being the first point of contact for any and all critical escalations from Safety Operations Specialists and handling highly-sensitive cases.
Manage operational resources and workflows on shift, directs work and provides guidance.
Evaluate and respond to urgent issues, escalations or requests for information in line with internal Service Level Agreements
Evaluate escalated assessments of conduct and content on the Twitch platform to ensure compliance with Twitch enforcement policy and documentation requirements
Provide detailed analysis and investigation of issues and events upon request
Act as Subject Matter Expert (SME) and Point of Contact (PoC) within the Safety Operations team for topic area
Assess whether conduct and content on Twitch services complies with Twitch’s policies and applicable laws/regulations, in line with internal Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs)
Provide line management and direction to a small team of Safety Operations Specialists.
Act as the primary escalation point for all Global Safety Operations Specialists during scheduled hours
Perform quality assurance assessments across a subset of Safety Operations Specialists, in line with standards set by management
Identify and implement solutions to address immediate operational gaps.
Apply Twitch values and Safety Ops policies in emergent situations in consultation with line manager
Handle routine escalations; routes unusual or urgent issues to the appropriate decision-maker.
Contribute to documentation, systems, programs, and process development with guidance from management; collates team feedback into unified response documentation
Work within topic specialization to deliver projects, analysis, and process recommendations to management. This may include both internal and external stakeholders and vendors
Experience as a manager and moderator in online communities or social media
Deep familiarity with Twitch, streaming, and internet culture
Excellent written and verbal communication skills; specifically giving peer feedback and analytical, persuasive, or business writing
Ability to evaluate information and quickly develop a sound conclusion based on an existing framework
High standards for personal contributions and a proven track record of raising up members of your team to that level
Mentally and emotionally resilient to offensive or disturbing behavior, language, and content
Comfortable working remotely and independently as part of a larger team
Ability to multi-task and monitor several information flows simultaneously
Organized and detail oriented but can still think critically about higher level goals
Fluent in English, German and Turkish
Experience managing people in a high pressure environment
Familiarity with Google Docs and content management tools
Proficient with Twitch chat bots
History of demonstrating ownership within teams and organizations