Creator & User Excellence Specialist, Customer Support
Core
Drive cross-functional service governance and continuous improvement for user and creator support by consolidating insights, leading root-cause analyses, and executing remediation programs.
Role type
Senior IC program manager (customer support operations)
Builds
Scalable support workflows, incident response frameworks, and automated remediation processes
Domain
Social media platform operations / Trust & Safety
Required skills
Root cause analysis, cross-functional stakeholder alignment, program delivery, operational health monitoring, impact quantification, process design, incident response management, workflow optimization, data-driven decision making, executive communication
Preferred skills
Data analysis, trust & safety domain expertise, process automation, risk management, service operations
Technologies
None explicitly stated
Responsibilities
Design and optimize feedback loop operations and triage flows; Conduct deep-dive root cause analyses for high-severity issues; Facilitate cross-functional solution design sessions and secure executive buy-in; Build and execute end-to-end remediation plans for systemic gaps; Monitor key metrics and support structured responses to high-impact incidents; Identify opportunities to streamline workflows and increase intelligent automation.
Seniority
Senior, hands-on IC
