Policy Enforcement Operations Manager, EMEA Lead

Job Description

We are in search of an exceptional Manager to head the EMEA policy enforcement operations team in Trust & Safety. You will lead a team of support specialists to solve internal and external inquiries, including crisis management and high tier escalations. You are a natural leader and a problem solver who excels in a fast paced environment, can create structure in ambiguous spaces, and influence cross-functional teams to drive solutions.

What You'll Do

• Act as the primary contact for blocking issues in the EMEA region, guaranteeing accurate prioritization and resolving any challenges the team encounters to address them accurately.
• Manage a team of reviewers, focusing on growth and learning opportunities, providing active mentoring, unblocking barriers to success, and tracking work progress.
• Lead and advise on high-profile and/or time-sensitive blocking issues.
• Set clear goals and summarize operational progress for the Trust & Safety team.
• Define operations strategies and implement scalable processes to ensure successful and consistent policy enforcement, globally.
• Work closely with various collaborators from different departments (product, engineering, legal, comms, etc.) to enhance content moderation experience at Spotify.
• Communicate policy enforcement processes, concepts, and updates effectively to leadership and cross-functional partners across time zones.
• This role requires some non-standard hours, including weekends, holiday coverage, and on-call duties.
• Disclaimer: You may need to review sensitive and potentially disturbing content including but not limited to vulgar language, hate speech, violence, and other graphic content.

Who You Are

• You hold a BA/BS degree.
• 6+ years experience in content moderation operations, managing crisis response, forecasting needs using data, enforcing policies for various user-generated content.
• You have 2+ years of people management experience.
• Experience hiring and leading operations teams, establishing goals, and measuring progress.
• Your strength lies in managing time-sensitive critical issues and making complex decisions, addressing challenging partner concerns and clearing bottlenecks with a proactive approach.
• Experience working with US, APAC, and EMEA time zones and understands business needs and translating them into regional goals.
• A proven ability to lead multiple projects simultaneously, facilitate critical conversations with ease, and balance competing priorities under pressure.
• Experience working with vendors, triaging cases, and focusing on improving our moderation experience and mitigating challenges.
• A deep understanding of online safety trends and global legal landscapes.
• A track record of demonstrating data and insights to improve operations performance, enabling data-driven and informed prioritization across operations.
• Possess outstanding communication skills, able to represent Trust & Safety in any situation and synthesize complex information for all audiences.
• Excel in program and collaborator management, communicate effectively in a distributed team, and understand cultural contexts.
• Demonstrate good judgement and can be hands-on if necessary to address critical issues.
• A self-starter, resilient, and passionate about keeping our community safe.
• Experience with Salesforce; SQL/Data analytics skills are a huge plus.

Where You'll Be

• This role is based in Dublin, Ireland.
• We offer you the flexibility to work where you work best! There will be some in-person meetings, but it still allows for flexibility to work from home. We ask that you come to the office 2 to 3 times per week.

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