Law Enforcement Response Manager

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. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles.

The Law Enforcement Operations ("LEO") team are digital first-responders protecting Snapchatters and the public at-large. The team handles all global law enforcement requests for user data, and responds to these requests as legally permissible and consistent with Snap policies, while simultaneously safeguarding the privacy rights of our users. We value the power of diversity, as we continually strive to build an innovative and inclusive team culture centered on Snap's values of Kind, Smart, and Creative.

We're looking for a Law Enforcement Response Manager to join the Law Enforcement Operations team in London!

What you’ll do:

• Build, manage and mentor a team in a fast-paced, quick-to-market environment

• Provide kind, clear and timely direct feedback to quickly and continuously develop our people

• Lead scaling and optimization initiatives that drive operational excellence

• Deliver key projects within the LEO and Safety Operations roadmap, including execution; measured progress; and stakeholder management throughout

• Keep up-to-date with industry trends to help improve Snap operations and thought leadership

• Use data to influence decisions, drive change and support the function’s evolution

• Develop organizational objectives to execute on company strategy, and track against predefined expected key results

• Constantly evaluate internal practices and drive solutions that make our teams scalable

• Design and implement new operational workflows, and improve existing ones, tracking progress via a project plan used by cross functional teams

• Partner with Product, Engineering, Legal, and other cross-functional teams to align efforts to achieve impact and company goals

• Identify process, policy and tooling discrepancies and collaborate to close team gaps

• Enhance existing Quality Assurance (QA) process and improve QA reporting to accelerate quality improvements

• Consider stakeholder impacts and help them adopt change

• Review team members’ work product, create and deliver training, and constantly organize, maintain and trim LEO’s knowledge management library

• Anticipate project risks and communicate them to leadership early

• Follow escalation management pathways, negotiate with decision makers, and balance business needs, team wellness versus technical constraints

• Develop and track internal and external business metrics related to new projects and capabilities 

• Design, build, and maintain reports, dashboards, and metrics to monitor operations performance

• Constantly monitor and stay on top of Queue Health, use data fluency to understand and articulate why team may be off track. Anticipate questions and recommend action plans to get the team back on track.

• Develop capacity plans to address growing backlogs and achieve team metrics

• Accurately review, index, and process various types of legal requests from a global law enforcement community

• Manage our vendor team and provide expertise for processing all types of law enforcement requests with a high degree of quality and efficiency 

• Collaborate with internal and outside counsel on escalations as appropriate

• Assist in on-call escalations for law enforcement emergency requests, this includes weekends as well as early morning or evening escalations

• Monitor for, and help address, internal escalations

• Model leadership behaviors and serve as an active mentor for others across our global organization

Knowledge, Skills, & Abilities:

• Excellent leadership skills to motivate, develop and retain talent while holding them accountable

• Ability to have difficult conversations - Has courage to be direct, clear and kind

• Great judgment and ability to problem-solve, both independently and with peers

• Proven track record of scaling operations and driving operational rigor in a fast-paced, dynamic, and data-driven environment

• A detail-oriented individual with executive maturity, business acumen, and the ability to influence and communicate within all levels of the organization

• Experience managing multiple projects end to end, demonstrating a high level of organization skills and the ability to create, track and prioritize deliverables and tasks

• Demonstrated ability to lead others in managing competing priorities

• Ability to manage ambiguity and work independently with minimal supervision

• Strong analytical skills, including working with large data sets to solve business problems, and providing practical business insights (Advanced EXCEL, Google Sheets, etc.)

• Experience in process optimization projects and identifying performance improvement opportunities

• Experience in requirements gathering and analysis, workshop facilitation and stakeholder interviews

• Experience in change management activities, designing and executing on stakeholder engagement plans, communications plans and learning and development plans

• Ability to scale operations by creating playbooks and codifying team management processes

• Demonstrated technical aptitude and experience designing technology roadmaps

• Highly attentive to detail, with ability to accurately analyze lengthy legal documents

• Excellent verbal and written communication skills, includes the “so what’s next” actions to quickly resolve issues

• Demonstrated ability for concise and structured communication that includes active listening

• ​​Demonstrated bias for action and ownership

• A team player willing to get their hands dirty and help where needed

Minimum qualifications:

• 7+ years of relevant experience

• 7+ years of people management experience

• Bachelor's degree

Preferred qualifications:

• Experience working directly with law enforcement in a professional setting

• Experience working in Trust & Safety, security and safety, law enforcement, compliance, or a related field

• Bachelor's degree in business, criminal justice, political science, sociology, public administration, international relations, computer science, or another related area of study

• Experience in Design Thinking projects

• Experience using Agile and/or Waterfall Project Management Methodologies

• Experience analyzing data to understand business challenges and trends using Looker or Tableau

• A passion for Snapchat and online safety!

If you have a disability or special need that requires accommodation, please don’t be shy and provide us some information.

"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. 

At 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.

Our 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!