We are seeking an outstanding Operations Manager to lead policy enforcement in our growing Trust & Safety(T&S) team in Singapore. As an Operations Manager, you are responsible for the refinement of our policy operations function to help ensure Spotify is a safe and positive experience for everyone. You will build and lead a team of support specialists to solve internal and external inquiries, including crisis management and high tier critical issues. You will work cross functionally to help build strategy for driving content moderation at scale, especially for APAC markets. You are a great leader and a problem solver who excels in a fast-paced environment. You can create structure in ambiguous spaces, and can influence cross-functional teams to drive solutions.
What You’ll Do
Lead and build a robust policy enforcement operations team in Singapore to manage a variety of content and related projects for T&S
Remove barriers for a team of reviewers by ensuring growth and learning opportunities. You will provide mentorship and coaching
Advise and lead high-profile and/or time-sensitive escalations. Can lead during a crisis and work creatively with the team and cross-functional collaborators to resolve issues
Define operations strategies and implement scalable processes to ensure successful and consistent policy enforcement globally. This includes crisis responses and investigations into sophisticated issues
Drive daily content moderation operations and review workflows to help establish metrics-driven goals and be able to synthesize and present operations progress to T&S
Work with global Operations Managers and T&S leadership to build policy enforcement planning for APAC markets and beyond
Advise on T&S growth strategy in Singapore and able to build a workplace culture that embodies Spotify values
Work with key global cross-functional stakeholders with competing priorities (product, engineering, legal, etc.) to improve internal issue processes, enforcement workflows and tooling
Communicate policy enforcement process, concepts, and updates effectively to Leadership, vendors, and cross-functional partners across time zones
This role may require some weekend or holiday coverage on an on-call basis
Who You Are
You will need a minimum of 6+ years of proven experience in content moderation operations, including experience developing strategies, forecasting operations needs using data, and enforcing policies for podcasts, music, video, and/or another other form of user-generated content
Must have experience with people management
Experience working with US and EMEA time zones and leadership. Able to understand business needs and translate them into regional goals
A deep understanding of online safety trends and global and legal landscapes
You are able to demonstrate data/insights to improve operations performance; can facilitate data-driven and informed prioritization across operations
Experience handling time critical issues. Able to take solutions-orientated approaches to sophisticated issues, tools, bottlenecks, etc.
Proven track record to lead multiple projects simultaneously across time-zones. Can facilitate critical conversations with ease and balance challenging priorities
Exceptional communication skills; experience representing T&S in any situation and synthesizing sophisticated information for all audiences
Excellent program and stakeholder management skills. Able to communicate effectively in a distributed team and understand cultural contexts
Great teammate with ability to work autonomously, and lead others
Self-starter, resilient, and passionate about keeping our community safe
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.
