Manager, Customer Experience - Content Safety
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Job CategoryCustomer Success
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
Customer Experience - Safety and Integrity Manager
At Slack, our mission is to make people’s working lives simpler, more pleasant and more productive. Our Customer Experience team lives this every day, by providing delightful experiences to our customers. We have a healthy roster of Fortune 500 companies that rely on Slack for their day-to-day communication, and they have highly customised support needs. Our team's top priority is to ensure customers are successful and that their experience using Slack is a pleasant and productive one.
As a Manager in our Customer Experience Safety and Integrity team, you will lead and grow a team responsible for keeping Slack a safe and compliant place for work to get done. You will participate as a strategist and mentor, helping your team remove every barrier to work transformation a customer may face. You will partner closely with Slack’s Integrity and Legal teams on safety and privacy reports and escalations.
This role requires strong leadership, time-management, and communication skills. Not only will you be directly responsible for keeping Slack’s customers safe, happy, and productive, you will have a team of hardworking individuals looking for your guidance and mentorship to help them reach their goals and grow in their own careers. You will communicate openly and regularly with your team members about their performance, aspirations, and well-being. Your outstanding character, passion, and understanding of how to provide customers with the best experience possible will allow you to encourage positive interactions with our users and encourage your team. You will implement solutions to improve inefficient processes and workflows, and contribute to meeting organizational goals. You will assist in interviewing, training and onboarding of new hires and serve as a point of contact for any issues affecting your team.
This role will require content moderation escalations responsibility, including regular exposure to potentially harmful content such as images of violence, hate speech, or content that exploits or endangers children. Comfort and experience with trust and safety operations or content moderation is needed.
What You Will Be Doing
Manage critical and high-risk situations appropriately, with resilience and an appropriate sense of urgency.
Adhere to legal policies and procedures, and guide your team in investigating abuse reports objectively and without personal bias.
Handle escalations for complex customer reports of potentially harmful content.
Motivate and empower your entire team to achieve their goals.
Inspire confidence by setting direction, displaying integrity, and moving toward team goals.
Work with the leadership to forecast, hire, retain, and support a distributed team that loves coming to work every single day.
Develop relationships across the entire organization at Slack to advocate for the best customer experience possible.
Manage change effectively using strategies that honor the mission and culture of the Global Customer Experience Team.
Be responsible for and drive key metrics that ensure the quality, safety, and compliance of our service.
What You Should Have
Prior experience leading a content moderation, content safety, or anti-abuse operations team.
Experience building, leading, and running a regional/distributed team that cares deeply about the success of its customers.
A genuine interest in the happiness, well-being, and success of everyone on your team.
Experience collaborating with peers and forming agreements across cross-functional teams both regionally and globally.
A bias for action and execute at a high level, while holding your team accountable for results.
A sharp eye for identifying areas where resources fall short of needs and provide thoughtful and balanced solutions to benefit the team.
Skill explaining problems succinctly and clearly.
Strong, confident, and exacting written and speaking skills. You communicate your vision and roadmap effectively to a wide variety of partners.
You are available to work assigned shift rotations as needed, in accordance with local laws and regulations.
Benefits & Perks
Check out our benefits site which explains our various benefits, including wellbeing reimbursement, generous parental leave, adoption assistance, fertility benefits, and more.
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Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.
Salesforce welcomes all.For New York-based roles, the base salary hiring range for this position is $126,600 to $174,200.For Washington-based roles, the base salary hiring range for this position is $115,100 to $158,300.For California-based roles, the base salary hiring range for this position is $126,600 to $174,200.Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.