Snoo Operations and Support (SOS) Manager

Posted 3 Days Ago
Be an Early Applicant
San Francisco, CA
Hybrid
180K-252K Annually
Senior level
Information Technology • Mobile • News + Entertainment • Social Media
The Role
Lead and manage the Snoo Operations and Support team, driving high-quality output and fostering team growth while overseeing support strategy and systems.
Summary Generated by Built In
Reddit is a community of communities. It’s built on shared interests, passion, and trust and is home to the most open and authentic conversations on the internet. Every day, Reddit users submit, vote, and comment on the topics they care most about. With 100,000+ active communities and approximately 101M+ daily active unique visitors, Reddit is one of the internet’s largest sources of information. For more information, visit redditinc.com.

Location: San Francisco (SF only, requires in-office presence weekly)

Job Summary:

Are you an experienced IT Support leader who thrives on building and coaching high-performing teams? Do you have the technical chops to guide your team toward excellence?

Reddit is looking for an experienced Snoo Operations and Support (SOS) leader to help grow our support and operations teams around the world. Our team works cross-functionally with our partners in Infrastructure and Systems, Security, People Ops, and other teams to coordinate work, handle ticket escalations, and resolve issues. We onboard new employees, provision new hardware, provide hands-on support and adhere to security standards for all Reddit employees globally—our Snoos.

What We Can Expect From You (Your Day-to-Day):

You will be a frontline leader who makes an immediate impact by driving high-quality outputs and fostering a culture of collaboration and growth. You will execute reliably in alignment with our organization's technical strategy and vision, and be responsible for deploying support best practices, escalation paths, and capabilities in alignment with SOS leadership across the globe. You recognize that being a manager means putting the development of your people first, and you will help to grow, mentor, and enable your team to deliver an amazing experience for Snoos.

Lead with Impact

  • You'll be the go-to person for your team, providing the vision and support they need to succeed. This means owning everything from setting ambitious goals and driving execution to supporting team members in their career growth.
  • Lead the team to deliver on support and operations projects, define team level KPIs, and build a roadmap that will enable Reddit to grow and scale.
  • Use data and metrics to find trends and drive continuous improvement through collaboration with your peers in all areas of SOS.

Build and Foster Growth

  • Build an Amazing Team: You'll manage the full talent lifecycle—hiring, mentoring, and performance management—with a special focus on creating a diverse and inclusive environment where everyone feels they are able to do their best work. You'll also be actively involved in our interview process, helping us find and onboard great people.
  • Be a Coach: Create career development plans for your direct reports, seeking out impactful work that helps them grow as technical leaders. You'll model the behaviors that anchor a positive, high-performing culture, while giving and receiving timely, constructive feedback.
  • Work with SOS leadership to develop a framework for technology training and create a feedback process for both our support team and our customers.

Be a Technical Leader

  • Use your technical judgment to guide your team's decisions and ensure our work is top-notch.
  • Partner with cross-functional teams to align our technical strategy with the bigger picture, helping us solve complex problems and deliver innovative solutions.
  • Provide timely resolution to problems and act as final escalation point for the team and customers.
  • Have relevant experience supporting enterprise customers in a follow-the-sun service environment.

Responsibilities:

  • Lead the team in the development of the support strategy and roadmaps for each of our core SOS offerings within Reddit. Inclusive of front line support desk, onboarding, offboarding of employees and contingent workers, supply chain and logistics. 
  • Build, scale, implement and improve internal processes and reporting to optimize team productivity.
  • Serve as the top-line escalation point for high-priority support cases including overall triage and management.
  • Assist in our Global Office Expansion projects, helping to define requirements, participate in planning, and provide resourcing to deliver amazing working locations to our Reddit team.
  • Provide oversight and operational management for critical SOS tools including: GSuite, Zoom, Slack, JIRA, and Confluence.
  • Assist with the budgeting process including tracking spend, identifying opportunities for cost savings, and assist SOS Leadership in long-term forecasting.
  • Build and manage relationships and costs for vendors, subcontractors and 3rd party providers.
  • Independently own and drive multiple SOS projects and deliverables for the team.
  • Participate in evaluating, recruiting, hiring, and developing team members.
  • Ability to participate in an on-call rotation that includes after hours and weekend support.
  • Some regional travel may be required to support distributed staff.

Qualifications:

  • 5-7 years experience in a hands-on Enterprise support environment.
  • Minimum 2+ years experience in a leadership role within a global support organization.
  • Strong experience as a support engineering manager, leading and scaling teams.
  • A track record of delivering high-quality products and using data/metrics to track progress.
  • A passion for mentoring and developing talent.
  • The ability to navigate complexity, adapt quickly, and focus on the right priorities.
  • Excellent communication and conflict resolution skills, with a commitment to assuming good intent.
  • A customer-focused mindset, balancing the needs of various stakeholders (e.g., users, internal teams).
  • 2+ years managing and maintaining budgets.
  • Proven track record of building a global support organization and managing operations at scale.
  • Experience managing ticket-based enterprise work-flow systems, particularly JIRA Service Desk and Confluence.
  • Extensive technical knowledge of macOS, iOS and, Android.
  • Advanced knowledge in supporting Windows.
  • Expertise in Google Workspace support and administration (Gmail, GCal, Groups, GDocs).

Pay Transparency:

This job posting may span more than one career level.

In addition to base salary, this job is eligible to receive equity in the form of restricted stock units, and depending on the position offered, it may also be eligible to receive a commission. Additionally, Reddit offers a wide range of benefits to U.S.-based employees, including medical, dental, and vision insurance, 401(k) program with employer match, generous time off for vacation, and parental leave. To learn more, please visit https://www.redditinc.com/careers/.

To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including, skills, depth of work experience and relevant licenses/credentials, and may vary from the amounts listed below.

The base pay range for this position is:
$180,200$252,300 USD

In select roles and locations, the interviews will be recorded, and transcribed and summarized by artificial intelligence (AI). You will have the opportunity to opt out recording, transcription and summarization prior to any scheduled interviews.

During the interview, we will collect the following categories of personal information: Identifiers, Professional and Employment-Related Information, Sensory Information (audio/video recording), and any other categories of personal information you choose to share with us. We will use this information to evaluate your application for employment or an independent contractor role, as applicable.  We will not sell your personal information or disclose it to any third party for their marketing purposes.  We will delete any recording of your interview promptly after making a hiring decision.  For more information about how we will handle your personal information, including our retention of it, please refer to our Candidate Privacy Policy for Potential Employees and Contractors.

Reddit is proud to be an equal opportunity employer, and is committed to building a workforce representative of the diverse communities we serve.  Reddit is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If, due to a disability, you need an accommodation during the interview process, please let your recruiter know.

Top Skills

Android
Confluence
Google Suite
iOS
JIRA
macOS
Slack
Windows
Zoom
Am I A Good Fit?
beta
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.

The Company
HQ: San Francisco, CA
1,900 Employees
Year Founded: 2005

What We Do

Reddit is a community of millions of users engaging in the creation of content and the sharing of conversation across tens of thousands of topics. Our mission is to bring community, belonging, and empowerment to everyone in the world.

Why Work With Us

At Reddit, you’ll help build something that encourages millions around the world to think more, do more, learn more, feel more– and maybe even laugh more.

Gallery

Gallery

Similar Jobs

Hybrid
San Francisco, CA, USA
Hybrid
San Francisco, CA, USA
150K-200K

Capital One Logo Capital One

Manager, Data Science - LLM Customization Team

Fintech • Machine Learning • Payments • Software • Financial Services
Hybrid
4 Locations
193K-241K Annually

Capital One Logo Capital One

Senior Software Engineer

Fintech • Machine Learning • Payments • Software • Financial Services
Hybrid
2 Locations
159K-197K Annually

Similar Companies Hiring

Axle Health Thumbnail
Logistics • Information Technology • Healthtech • Artificial Intelligence
Santa Monica, CA
17 Employees
Scrunch AI Thumbnail
Software • SEO • Marketing Tech • Information Technology • Artificial Intelligence
Salt Lake City, Utah
Standard Template Labs Thumbnail
Software • Information Technology • Artificial Intelligence
New York, NY
10 Employees

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account