About Us

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 Role

We are looking for a Senior Operations Manager to lead regional operations for the Twitch 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. The Senior Safety Operations Manager will therefore be a crucial element of the Trust & Safety team, acting as the senior member of Safety Operations in the Americas and coordinating the efforts of global moderation units across multiple locations.

Reporting to the Head of Global Safety Operations, you will help serve our growing community. We look for the qualities of fairness, initiative, and an ability to remain objective in all candidates, and we are seeking someone with a background in operational management in the fields of online Trust & Safety, content moderation or customer service.

You Will:

  • Lead Twitch’s Safety Operations team in the Americas to support needs and trends across multiple markets
  • Work with global management peers to oversee:
  • Forecast expected workloads, working to accuracy targets and experimenting with methodologies and inputs to improve
  • Resourcing and scheduling of resources, following forecasts, to fulfill the processing of all workload within defined Service Level Agreements
  • Implement quality assurance, training and downstream impact programs
  • Work throughout the Twitch business to coordinate relevant work, with emphasis on Partnerships, Legal, Comms, Policy, CX, and Product teams
  • Develop strategies for performance management and operational efficiency improvements
  • Work with Trust & Safety global leadership, working across international time zones to ensure issue response following the nature of a live streaming service
  • Represent Twitch Trust & Safety at relevant safety events, industry gatherings/working groups and external collaborations
  • Aid the Moderation team in the handling of sensitive or disturbing content including CSAM or potentially illegal video or images

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
  • Experience coordinating operational teams to meet the demands of a online service or platform
  • Data-driven approach to overcoming obstacles
  • Excellent written and verbal communication skills in English 
  • Comfortable with working flexibly as part of a globally-dispersed 24/7/365 team
  • Mentally and emotionally resilient to offensive or disturbing behavior, language, and content
  • Can take sound and objective action, while recognizing personal biases or conflicts of interest

Perks

  • Medical, Dental, Vision & Disability Insurance
  • 401(k)
  • Maternity & Parental Leave
  • Flexible PTO
  • Commuter Benefits
  • Amazon Employee Discount
  • Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, off-site massages, etc.),
  • Breakfast & Lunch Served Daily, Free Snacks & Beverages

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.

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Voluntary Demographic Questions

Our mission at Twitch is to enable creators to make a living entertaining and educating their fans. We serve a diverse, global community and it's important that we have teams with a wide range of backgrounds, experiences and perspectives, in order to better serve our streamers and grow our business. All team members play a vital part in bringing our mission to life. At Twitch, we believe everyone has a role to play in creating an inclusive environment where everyone can thrive and grow.

In order to measure our effectiveness in recruiting a wide range of talent to Twitch, we invite all applicants to self-identify their gender, race and ethnicity, gender identity, sexual orientation, disability and military veteran status.  It’s our policy to provide equal employment opportunities to all applicants based solely on their qualifications. Your voluntary self-disclosures will be anonymized in reporting, and will not be used in any aspect of employment related decisions, nor shared with hiring managers. Declining to self-identify will not subject you to adverse treatment. Twitch does not discriminate on the basis of gender, gender identity or expression, sexual orientation, race/ethnicity, veteran or disability status, or any other protected group. 

Self-identification categories:

  • Gender: A person’s sex, as defined by their assigned sex at birth.
  • Gender Identity: A person's internal perception of their gender and how they label themselves (may or may not correspond to gender assigned at birth).
  • Race/Ethnicity: A person’s race (Asian, Black, Native American or Alaska Native, Native Hawaiian or Pacific Islander, White, Two or More Races) and whether they identify as Hispanic/Latinx.
  • Sexual Orientation: A person's sexual identity in relation to the gender to which they are attracted.
  • Disability: A person who has a physical or mental impairment which substantially, or occasionally, limits one or more of their major life activities. Learn more here. 
  • Military Service: A person who has spent time serving in any branch of the military (may be retired or active). Learn more here.

 

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