Job description
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
.
Snapchat
is a camera and messaging app that connects people to their friends and the world. Every day around the globe, millions of people use Snapchat to communicate with friends, build relationships, play, and learn. No matter where you are or how you express yourself, it’s always the fastest way to share a moment!
We’re looking for a Senior Program Manager, Support Content to join Snap! As a member of the Operations team, you will lead and execute on initiatives to enhance the support experience for our Snapchatter community through content, including the Snapchat Support site, chatbots, and externally-facing support content. You’ll contribute to our ultimate goals of improving support content discovery and resolving Snapchatter issues at scale.
What you’ll do:
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Manage and execute on optimizations to the content and user experience on the Snapchat app and through the Snapchat help center, ensuring that Snapchatters can easily find answers to common questions, learn about new products and features, and get help from support
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Monitor and analyze content data, localization quality, help center and search traffic, and other key performance indicators; identify trends and translate help center and content data into clear and actionable insights to improve the support experience
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Collaborate with and foster cross-functional relationships with Operations, Product, Engineering, Legal, Marketing, and other partners to drive shared objectives forward
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Ensure appropriate support content development to educate and assist Snapchatters with new features, including writing, proofreading, editing, and facilitating the localization of new copy
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Drive and implement solutions for gaps, inefficiencies, or inconsistencies across the Support Content Program
Knowledge, Skills & Abilities:
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Excellent verbal and written communication skills, with high attention to detail
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Experience working with content management systems, website analytics, and search engine optimization
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Excellent problem-solving skills, and the ability to translate ambiguous business challenges into actionable plans
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Ability to initiate and autonomously drive cross-functional projects to completion in a fast-paced environment
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Strong interpersonal skills to work effectively with a wide variety of stakeholders and teams across varying disciplines and levels
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Intellectual curiosity and a willingness to experiment in order to learn and identify creative solutions to problems
Minimum Qualifications:
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BA/BS degree or equivalent years of experience in Communications, Operations, Marketing, or a related field
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4+ years of experience in program/project management, support or marketing content, or other related field
Preferred Qualifications:
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Experience producing, managing, and improving upon written content; or experience supporting large-scale customer support operations or programs
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Experience with quantitative and qualitative user experience research methodologies
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Experience analyzing and enhancing website Search Engine Optimization (SEO) performance
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Experience working with Localization and quality assurance teams, processes, and systems
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Experience working with Zendesk or other enterprise content management systems
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Experience working in a fast-paced technology and/or communications company
Compensation:
In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These pay zones may be modified in the future.
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Zone A (CA, WA, NYC): The base salary range for this position is $120,000 - $175,000 annually
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Zone B: The base salary range for this position is $114,000 - $166,000 annually
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Zone C: The base salary range for this position is $102,000 - $149,000 annually
This position is eligible for equity in the form of RSUs.
"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 at least 80% of the time (an average of 4 days per week).
If you are not based in the same location(s) listed for this role and are open to relocation, we encourage you to apply to take advantage of our generous relocation policy.
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. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at
accommodations-ext@snap.com
.
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!
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