Support Center Lead, Safety

Job Title: X Support Center Lead, Safety

Location: Manila, Philippines (onsite)

X's Safety team ensures our users can safely and successfully engage with our platform through robust content moderation, combating issues like spam, fraud, and harmful content, and delivering exceptional customer support. As we increasingly leverage AI-based automation, we innovate and experiment at a fast pace, striving to be a learning organization with a growth mindset. The Manila Support Center will be a critical hub for global Safety operations, and we're looking for a leader to drive excellence and innovation.

You Will
:

• Oversee Safety Operations: Manage all frontline Safety operations in Manila, including content moderation and customer support, ensuring high performance, adherence to X's Rules and policies, and consistent application of standards without bias.
• Lead Site Operations: Coordinate daily operations across the Manila X Support Center, ensuring synchronization, efficiency, adherence with productivity metrics, and compliance with company policies and local regulations.
• Act as Global Liaison: Serve as the primary point of contact between Manila and other X Support Centers and the tier two Strategic Response Team, ensuring seamless communication and alignment on global Safety strategies.
• Drive AI Automation: Collaborate with product engineering and data science teams to implement AI-based tools for content moderation and case management, optimizing workflows and reducing manual workloads.
• Leverage Data Insights: Use querying languages (e.g., SQL or Python) to analyze operational data, identify trends, and drive data-informed improvements to policies and processes.
• Resolve Operational Issues: Anticipate and address operational challenges proactively, navigating ambiguity and implementing preventive measures to minimize disruptions.
• Develop Strategic Plans: Create long-term roadmaps with actionable milestones to achieve operational growth, sustainability, and alignment with X's mission.
• Lead and Develop Teams: Manage a team of Supervisors overseeing Safety Agents and Specialists, providing coaching, mentorship, and professional development to foster productivity, efficiency, growth and retention.
• Enhance Employee Engagement: Implement programs to improve employee satisfaction, recognition, and teamwork, fostering a positive and inclusive work environment.
• Collaborate Cross-Functionally: Partner with internal stakeholders (e.g., HR, workforce management, legal, corporate security) to build a center of excellence and align on Safety objectives.

You Are:

• An experienced leader with 10+ years of experience in global customer service or Safety operations, including 10+ years managing large-scale operations (250+ employees).
• Proficient in data analysis with hands-on experience using SQL or Python to extract insights and optimize operational performance.
• Passionate about AI and automation, with an interest in leveraging technology to enhance Safety operations and user experience.
• A strategic thinker with a proven track record of leading complex projects, managing competing demands, and delivering business outcomes in a fast-paced environment.
• An active X - including Grok - user with a deep understanding of the platform's role as a global public square and its Safety challenges.
• Skilled in crisis management, with the ability to make sound decisions under pressure and navigate ambiguity.
• A collaborative leader with strong communication and interpersonal skills, capable of building relationships with diverse stakeholders.
• Familiar with global content moderation challenges, including cultural nuances and legal frameworks.
• Able to work onsite in Manila and travel as needed to collaborate with global teams.

Preferred Qualifications:

• Experience leading and growing a service center, ideally in Manila, and guiding a team through technological change.
• Prior experience in content moderation, Safety, or support operations.
• Experience building or scaling operations from scratch.
• Proficiency in SQL, Python, or other data analysis tools for operational reporting.
• Bachelor's degree (MBA or advanced degree preferred) in a relevant field (e.g., Business, Technology, Data Science) or equivalent experience.

Note: This role may be exposed to sensitive or graphic content including but not limited to vulgar language, violent threats, pornography, and other graphic images.