Overview
Community Operations Manager (Escalations and Legal and Privacy) – lead the Escalations and Legal/Privacy team, focusing on high-risk and sensitive cases, including leadership escalations, social media-derived issues, legal matters, and privacy concerns. Ensure swift, accurate, and empathetic responses while using data to drive systemic improvements.
This role requires a leader with deep expertise in managing complex, high-stakes issues, setting and upholding high standards for case management, and partnering with legal, privacy, and cross-functional teams to align and drive long-term improvements.
What You’ll Do
Operations & Team Leadership
* Lead & Develop: Manage, coach, and develop a high-performing team of specialists handling critical escalations, legal requests, and privacy issues. Drive accountability and urgency to ensure high-quality, empathetic, and timely responses.
* Performance Excellence: Set and uphold high-performance standards, ensuring the team meets KPIs and compliance requirements; foster a culture of ownership and a customer-first mindset applied to every interaction.
* Complex Case Management: Oversee the handling of sensitive cases, providing guidance on complex issues, including those flagged by leadership and those originating from social media channels.
Strategic Insights & Problem Solving
* Root Cause Analysis (RCA): Lead in-depth RCA on critical incidents and high-volume issues to identify underlying problems and systemic risks.
* Business Insights: Translate operational data and RCAs into clear, actionable insights for product, legal, policy, and engineering teams to drive long-term solutions.
* Global Collaboration: Partner with regional and global Community Operations teams to deliver a unified strategic vision for escalations and legal support.
Cross-Functional Collaboration & Stakeholder Engagement
* Partnership Building: Work with legal counsel, privacy officers, public policy, and product teams to streamline workflows and ensure a consistent approach to high-risk issues.
* Process Improvement: Develop and implement strategies to enhance handling of legal and privacy requests, focusing on efficiency, compliance, and user trust.
* Knowledge Management: Ensure the team has the training and resources to navigate a complex and evolving landscape of legal and privacy regulations.
Basic Qualifications
* Operational Acumen: Proven ability to manage complex operational workflows and drive high-performance standards. Experience managing cases escalated by leadership or through social media is a plus.
* Analytical Skills: Strong problem structuring and solving skills, with the ability to conduct deep-dive root cause analysis and turn data into actionable insights.
* Communication: Exceptional communication skills to articulate complex legal and operational issues to diverse stakeholders, including senior leadership.
* Stakeholder Management: Ability to influence and collaborate with cross-functional teams and senior leaders.
* Resilience: Calm under pressure with strong judgment to lead a team through challenging and emotionally charged situations.
* Legal & Privacy Awareness: Understanding of legal and privacy principles and staying informed on relevant regulations (e.g., GDPR, CCPA).
Preferred Qualifications
* Experience: Minimum of 3 years in operations management, with 2–3 years in a Senior Team Lead role.
* Track Record: History of driving a high-performance culture and elevating team performance; experience managing teams handling critical case management is a bonus.
Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Management and Manufacturing
* Industries: Internet Marketplace Platforms
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