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Safety Operations Manager, Wellness, Law Enforcement Response & Escalation

About Twitch

Launched in 2011, Twitch is a global community that comes together each day to create multiplayer entertainment: unique, live, unpredictable experiences created by the interactions of millions. We bring the joy of co-op to everything, from casual gaming to world-class esports to anime marathons, music, and art streams. Twitch also hosts TwitchCon, where we bring everyone together to celebrate, learn, and grow their personal interests and passions. We’re always live at Twitch. Stay up to date on all things Twitch on Linkedin, Twitter and on our Blog.

About the Position

Twitch is looking for an experienced individual to lead its Trust & Safety team’s collaboration with Law Enforcement and Government Agencies and improve employee wellness.

Safety Operations is at the core of our efforts to keep Twitch a welcoming and safe place for people to build communities. The Wellness, Law Enforcement Response & Escalation Manager will therefore be an essential element of trust and safety’s efforts, coordinating its work with external bodies to aid compliance and collaboration. This will in turn inform development of programs to safeguard the team’s emotional well-being and aid resilience.

Reporting to the Director of Global Safety Operations, this position will help serve our growing community. We look for the qualities of professionalism, initiative, and sound decision-making in all candidates, and will be seeking someone with a strong background in law enforcement/governmental work, non-profit online safety or tech

Responsibilities

• Manage, mentor and develop team members, including line managers and individual contributors
• Responsible for the management of how requests from and escalations to law enforcement or government agencies are handled; this includes:
• The formulation of strategies, tools and workflows required in order to create robust, efficient processes
• Strict adherence to regulation and legal compliance around data privacy and protection
• The tracking and achievement key metrics and KPIs, taking proactive measures to ensure achievement of target performance levels
• Develop programs and initiatives to safeguard the wellness of all members of the Safety Operations team
• Work cross-functionally throughout the Twitch business to coordinate relevant work, with particular emphasis on Customer Experience, Policy, Legal, and Product teams
• Deliver on large projects and initiatives in a fast-paced and complex environment
• Interface regularly with Trust & Safety global leadership, working across international time zones to ensure issue response in line with the nature of a live streaming service
• Aid the Moderation team in the handling of sensitive content including potentially disturbing text, video or images

Requirements

• BA/BS degree
• 5+ years of government, legal, non-profit or privacy experience, with 3+ years in a management role
• Strong interpersonal and relationship-building skills
• Data-driven approach to problem-solving and execution
• Excellent written and verbal communication skills in English
• Comfortable with working flexibly as part of a globally-dispersed 24/7/365 team
• Mentally and emotionally resilient to offensive or disturbing behavior, language, and content

Bonus Points

• MA/MS
• Familiarity with Google Docs and content or community management tools
• Deep familiarity with Twitch, streaming, and internet culture
• Proficient with Twitch chat bots
• Additional language skills

Perks

• Medical, Dental, Vision & Disability Insurance
• 401(k)
• Maternity & Parental Leave
• Flexible PTO
• Commuter Benefits
• Amazon Employee Discount
• Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, off-site massages, etc.)
• Breakfast, Lunch & Dinner Served Daily
• Free Snacks & Beverages

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.