Policy Enforcement Operations Manager, EMEA Lead

3 weeks ago

Dublin, Dublin City, Ireland Spotify Full time

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 Do
  • Act 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 content moderation experience 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.
Who You Are
  • You 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 clearing bottlenecks with a proactive approach.
  • Experience working with US, APAC, and EMEA time zones and understands business needs and translating 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 Be
  • This 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.
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