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Operations Lead
Trust & Safety
Confirmed live in the last 24 hours
Locations
San Francisco, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
JIRA
Tableau
Communications
Requirements
  • BS/BA degree or equivalent work experience
  • Experience managing a 24/7 operation
  • Strong written and verbal skills
  • Experience crafting & implementing processes
  • Business Analysis skills
  • Basic Knowledge of Tableau reports and usage (or other data visualization tools)
  • Basic Knowledge of Jira (or other bug tracking software)
  • Basic Program Management Skills including handling multiple projects and creating and improving team processes, tools, and efficiencies
  • Experience drafting SOWs for new projects and contracts
  • Experience with start-up scaling and maturing existing operations
Responsibilities
  • Provide management, oversight, and direction to remote agents on a 24/7 staffed team
  • Stay up-to-date on and work within established business guidelines with vendor Managed Services provider
  • Work with key stakeholders to craft policies that can be operationalized while ensuring customer safety and encouraging service growth
  • Manage a notification and change process as new policies and processes are implemented
  • Coordinate with partner teams to continuously improve operational processes via tooling, telemetry, and communications
  • Analyze process workflow, employee and space requirements to identify gaps and opportunities for efficiency gains
  • Adapt quickly to rapidly evolving and highly ambiguous situations, while maintaining good judgment, professional composure, and the ability to triage or prioritize operational decisions for highest impact with limited information
  • Communicate complex concepts to varied audiences, including implementation details to agents and impact assessments to leadership, PR and Legal teams
  • On-call for 24x7 imminent threat escalations
Epic Games

1,001-5,000 employees

Video game developer (makers of Fortnight)
Company Overview
Epic is a leading interactive entertainment company and provider of 3D engine technology. Epic operates Fortnite, one of the world’s largest games with over 350 million accounts. Epic also develops Unreal Engine, which powers the world’s leading games and is also adopted across industries such as film and television, architecture, automotive, manufacturing, and simulation. Through Unreal Engine, Epic Games Store, and Epic Online Services, Epic provides an end-to-end digital ecosystem for developers and creators to build, distribute, and operate games and other content.
Benefits
  • Health coverage - 100% of the premiums for both you and your dependents. Our coverage includes Medical, Dental, a Vision HRA, Long Term Disability, Life Insurance & a 401k with competitive match and profit share
  • Robust mental well-being programs & free therapy and coaching for employees & dependents
  • Unlimited PTO & sick time
  • Paid sabbatical