{"id":2202878,"url":"https://alion.io/job/snap-lead-strategy-operations","title":"Lead, Strategy & Operations","company":{"id":8998,"name":"Snap","domain":"snap.com","url":"https://alion.io/company/snap","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Santa Monica, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":142000,"max":214000,"currency":"USD","period":"year","gross":null,"usd_annual":214000},"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AI Agents","optional":false},{"name":"Jira","optional":true}],"status":"live","first_seen_at":"2026-10-09T21:59:05Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-11T17:22:26Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together.\nThe Company operates Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world, and Specs Inc., a wholly-owned subsidiary dedicated to making computing more human, in addition to Bitmoji, Saturn, and other digital services.\nWe're looking for a Lead, Strategy & Operations to join Snap! As a member of the Platform Operations team, you will own the support content program and the surfaces it runs on end to end, including the Snapchat Support help center, in-app support surfaces, support chatbots and AI agents, and the underlying support platform. You'll define the roadmap, run the operating rhythm, and own the quality and reliability of these experiences, with the goal of improving support content discovery and resolving Snapchatter issues at scale. This is a hands-on operating role: you won't just plan the work, you'll build, configure, test, and troubleshoot the systems that deliver it.\nWhat you'll do\nOwn the roadmap for help center, in-app, and chatbot support content, and write, edit, and publish content for product launches, policy changes, and workflow updates while maintaining the style guide and taxonomy.\nOwn and improve the AI-assisted authoring workflow and internal tooling the content program runs on, and define where automation should scale to improve leverage, speed, and quality.\nOperate support chatbots and ticketing systems in production: author and optimize answer flows, troubleshoot bot behavior, routing, alerting, and integrations, and act as a first responder during incidents.\nSupport and quality-assure automations tied to credential validation, account access, authentication flows, and support intake forms, and tune automated ticket handling in partnership with Platform Operations teams.\nOwn regulatory support flows and form governance, including intake and reporting forms, escalation and appeals paths, and regional launches, translating legal and policy requirements into durable, auditable operating models with Legal and Policy.\nMaintain platform governance and integration hygiene: integration upkeep, authentication and token migrations, admin and configuration hygiene, email alias governance, and access management.\nRun the sprint and backlog cadence, recurring reviews and readouts, and change communications that keep cross-functional partners aligned on what is changing, when, and why.\nDefine success measures for the program and be accountable for measurable improvements in content discovery, self-serve resolution, automation rate, quality, and reliability.\nKnowledge, Skills & Abilities\nExcellent verbal and written communication skills, with high attention to detail and a strong editorial eye.\nDeep, hands-on fluency with the systems a modern support operation runs on: content management and ticketing platforms (Zendesk or equivalent), support chatbots, and website and product analytics.\nComfort operating close to the technical layer, reasoning about integrations, configuration, authentication, and automated workflows, and troubleshooting them under production pressure.\nFluent, judicious use of approved AI-assisted tools to build and iterate on internal tools, mocks, and workflow automation, and the judgment to validate outputs where quality, policy, privacy, safety, or customer impact is involved.\nAbility to own a domain end to end: define the operating model, set priorities and explicit trade-offs, and drive durable outcomes without formal authority.\nExcellent problem-solving skills, with the ability to translate ambiguous business and regulatory challenges into structured, actionable plans.\nComposure and clear judgment during incidents, ambiguity, and shifting requirements.\nStrong interpersonal skills and the ability to influence and align stakeholders across Operations, Product, Engineering, Legal, and Policy.\nMinimum Qualifications\nBA/BS degree or equivalent years of experience in Communications, Operations, Marketing, or a related field.\n6+ years of experience in program or project management, support or marketing content, or a closely related field.\nExperience owning support or help content, customer support operations, or programs that serve large consumer audiences.\nPreferred Qualifications\nExperience operating a support chatbot or conversational-AI support surface in production, including authoring answer flows and troubleshooting live behavior.\nExperience building lightweight internal tooling or workflow automation, including with AI-assisted development tools.\nExperience operationalizing regulatory or compliance requirements into support flows, intake and reporting forms, or appeals and escalation paths.\nExperience with Zendesk administration, integrations, and authentication or token migrations, and familiarity with ticketing tools such as Jira.\nHands-on experience with a ticketing or content management platform (Zendesk strongly preferred) and comfort using data to inform decisions.\nExperience with localization and quality-assurance teams, processes, and systems.\nExperience analyzing and improving website or in-app search and content discovery (SEO).\nWeb content development experience, including HTML and CSS.\nPrevious experience at a consumer technology, communications, or social media company.\nPassion for supporting the Snapchat community and understanding what makes for a great customer, business, and platform experience.\n\"Default Together\" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office 4+ days per week.\nAt Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets.\nWe are an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with applicable law (by example, the requirements of the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, where applicable).\nOur Benefits: 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. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!\nCompensation\nIn the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. The starting pay may be negotiable within the salary range for the position. These pay zones may be modified in the future.\nZone A (CA, WA, NYC):\nThe base salary range for this position is $142,000-$214,000 annually.Zone B:\nThe base salary range for this position is $135,000-$203,000 annually.Zone C:\nThe base salary range for this position is $121,000-$182,000 annually.This position is eligible for equity in the form of RSUs.If you believe this job description is missing required pay transparency information, please submit a report through this form:Job Description Pay Range Disclosure .","description_format":"text","description_chars":8353,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sales & Marketing","Advertising"],"lifecycle":[{"event":"open","at":"2026-10-09T21:59:05Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 275 · green card filings: 112","filings_12m":275,"filings_prev_12m":362,"green_card_filings_12m":112,"median_offered_wage_usd":178159,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":7,"reasons":["conf:3","velocity","win:early","comp:brand"],"computed_at":"2026-10-10T05:45:15Z"},"pay":{"stated_usd_annual":214000,"is_top_pay":true},"html_url":"https://alion.io/job/snap-lead-strategy-operations","json_url":"https://alion.io/job/snap-lead-strategy-operations.json","meta":{"generated_at":"2026-10-11T20:03:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7550,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8998},"rest":"https://alion.io/mcp/rest/get_company?id=8998"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsnap-lead-strategy-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsnap-lead-strategy-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsnap-lead-strategy-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/snap-lead-strategy-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsnap-lead-strategy-operations"}]}