Snap
Lead, Strategy & Operations
$121K–$214K
Los Angeles, California · Full-time · Posted Oct 9, 2026
- Experience
- 6+ years in program or project management, support or marketing content, or a closely related field.
- Education
- BA/BS degree or equivalent years of experience in Communications, Operations, Marketing, or a related field.
About the job
Owns Snap’s support content program and its help center, in-app support, chatbots, and underlying platform, improving self-service discovery, resolution, quality, and reliability.
What you'll do
- Set the roadmap and publish support content; operate and improve AI-assisted authoring workflows and internal tools.
- Operate support chatbots and ticketing systems, troubleshoot production issues, and support account-access and other automated workflows.
- Govern regulatory support flows and platform integrations, and run program planning, reviews, and success measurement.
What they ask for
- BA/BS degree or equivalent years of experience in Communications, Operations, Marketing, or a related field.
- 6+ years of experience in program or project management, support or marketing content, or a closely related field.
- Experience owning support or help content, customer support operations, or programs serving large consumer audiences.
- Hands-on fluency with content management and ticketing platforms (Zendesk or equivalent), support chatbots, and website and product analytics.
Nice to have
- Experience operating a support chatbot or conversational-AI support surface in production.
- Experience with Zendesk administration, integrations, and authentication or token migrations; familiarity with Jira.
Pay
$142,000-$214,000 annually USD (base salary); $135,000-$203,000 annually USD (base salary); $121,000-$182,000 annually USD (base salary)
Tools
Zendesk, Jira, HTML, CSS
AI focus
Own and improve AI-assisted support-content authoring and internal tooling; operate support chatbots and AI agents, including authoring answer flows and troubleshooting production behavior.
Model-written summary · the original posting is authoritative