Associate Operations Manager, Policy Enforcement Operations, Trust & Safety

Job Description

Spotify Trust & Safety is dedicated to creating a platform that’s safe for users and creators and true to our values. We are seeking an outstanding Associate Operations Manager to join our growing Policy Enforcement team in Trust & Safety. You will be responsible for leading and QA our EMEA policy support specialists and refine our policy operations function to ensure Spotify is a safe and positive experience for everyone. You will lead a team of policy support specialists to solve vendor reviewed content and internal and external inquiries, including high tier critical issues. You are an effective leader and a problem solver who excels in a fast paced environment, can create structure in ambiguous spaces, and can influence cross-functional teams to drive solutions.

What you'll do

• Lead a team of support specialists who review content raised by our vendor and internal teams (including Comms, Legal, Editorial teams, etc.). Able to provide hands-on support and troubleshoot tooling or other roadblocks..
• Remove barriers to success for reviewers by ensuring growth and learning opportunities. You will provide mentorship and coaching.
• Help implements scalable processes to ensure successful and consistent policy enforcement, globally. This includes investigations into complex critical issues.
• Can lead during a crisis and work creatively with the wider operations team and cross-functional partners to resolve issues.
• Drive QA efforts of reviewers, daily content moderation operations, and reviewer workflows.
• Help establish metrics-driven goals and empower the team to reach them.
• Communicate policy enforcement process, concepts, and updates effectively to leadership.
• Willing to resolve issues and work in queues when needed.
• Be a champion for team culture and work to connect immediate team with global teams in Trust & Safety.
• This role may require some non-standard hours, including weekends, holiday coverage, and on an on-call basis.

Who you are

• BA/BS degree required.
• 4+ years of experience in content moderation or support operations, including implementing policies for podcasts, music, video, and/or other forms of user-generated content. Experience with government and legal requests is a plus.
• Experience in people management. Experience working with and leading operations teams, measuring progress, able to empower and inspire.
• A deep understanding of online safety trends and global and legal landscapes. Experience with identifying abuse trends and being proactive about solutions.
• Experience building and supporting QA programs. Able to demonstrate data/insights to improve operations performance; can facilitate data-driven and informed prioritization across operations.
• Experience driving urgent and high-priority cases through process to resolution, and able to clear bottlenecks.
• Exceptional communication skills; experience representing T&S in any situation and synthesizing sophisticated information for all audiences. Able to communicate effectively in a distributed team and understand cultural contexts.
• Fast-learner and thrives in a fast paced environment.
• Great teammate with ability to work autonomously, and lead others.
• Experience with content management systems and programs including Salesforce and SQL

Where you'll be

• This position will be based in Dublin

Spotify is an equal opportunity employer. You are welcome at Spotify for who you are, no matter where you come from, what you look like, or what’s playing in your headphones. Our platform is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be forward-thinking! So bring us your personal experience, your perspectives, and your background. It’s in our differences that we will find the power to keep revolutionizing the way the world listens. Spotify transformed music listening forever when we launched in 2008. Our mission is to unlock the potential of human creativity by giving a million creative artists the opportunity to live off their art and billions of fans the chance to enjoy and be passionate about these creators. Everything we do is driven by our love for music and podcasting. Today, we are the world’s most popular audio streaming subscription service. Apply for this job