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 DoAct 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 AreYou 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 BeThis 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.