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.
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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 and expand content moderation 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 bottlenecks with a proactive approach.
- Experience working with US, APAC, and EMEA time zones and can understand business needs and translate 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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