As the Platform Integrity Ops Regional Manager, you will build, foster and support your team, while holding team members accountable to expectations and performance. You will adapt your function to Trust Operation Priorities, in addition to owning operational planning and strategy while also setting targets for your Specialization in conjunction with your regional peers.. You will support your Operations teams when attacks, spikes or backlogs impact operational metrics. You will be responsible for reporting at Monthly, Quarterly and Annual Business Reviews. You will serve as a thought leader with the Trust Organization, and understand how the product and business roadmaps impact operations. You will also be a voice for your region, being an advocate for their needs and support on Trust related issues.

Responsibilities

• People Management 
  • Hire and develop great team members, including leaders and foster team cohesion, strong team engagement (upward performance review feedback, action planning as a result of survey(s))
  • Support the career path and growth for all team members; coaching and guidance when needed, holding regular career conversations
  • Hold team members accountable to expectations and performance manage direct reports 
• Functional Strategy 
  • Build on Integrity Operations Priorities to adapt for your function or region 
  • Own operational planning and strategy to work towards Operational Excellence 
  • Set targets for your specialization 
  • Accountable for all operational KPIs (some may be shared with other teams)
• Operations Management
  • Strong awareness of operational health and the multiple layers of your function; operate levers needed to maintain Service Level Agreements 
  • Support your Operations Manager and teams when attacks, spikes, and/or backlogs impact operational metrics
  • Attend Partner WBRs/MBRs/QBRs/ABRs as needed 
• Communication 
  • Escalate issues as needed, e.g. significant impacts to operations, roadmap or planning delays, conflicts with other teams/leaders
    • Issue, frequency/trigger, format, audience (Product vs. Community Support)
  • MBR, QBR, ABR Reporting
  • Cascading information to your leaders and teams as required 

• Product 
• Serve as a thought leader in your operation in order to partner with your Product Manager(s) and influence your functional roadmap
• Understand how the product roadmap impacts operations and provide feedback and guidance to PMs for any negative impact to operations 
• Budget 
• Single owner for: losses for your function, travel + entertainment for your team, morale budget for your team, Partner costs, and cost per solve

Key Relationships 

This role requires building and maintaining relationships with the following stakeholders, outside your Reporting line: 

• Product Managers, Shared Services, CS, Data Science, BPI (Service Optimization), Trust Ops Program Manager 
• Content, Community Policy, Training, Quality, ParMan, as potential Cross-functional Areas of Focus*

*Cross-functional areas of focus formalize the subject matter expertise and points of contact needed for non-Ops supporting teams—to streamline communication, monitor business and tools, and to increase the capacity to which we make and push changes.

Technical Skill Requirements 

• Trained in and able to comprehend key metrics derived from internal databases, such as Superset and Tableau 
• Ability to work with multiple dashboards and utilize the data to inform decision making, capacity planning, agent metrics and performance, and maintain balanced work levels across all work types within your Specialization 
• Understanding and experience using SQL and excel 
• Strong written interpersonal communication skills
• Ability to analyze complex data sets to identify patterns or trends 

Qualifications 

• You may have 10-12+ years of experience in the Operations job family as a subject matter expert (SME), plus relevant education (often post-graduate).
• Deep experience leading and managing teams, managing other people managers.  
• Experience managing team(s) in e-commerce is a plus.
• Experience in the Trust and Safety, Fraud Operations is preferred. 
• You must be highly strategic in your thinking, and be able to share your perspective and influence at all levels. 
• You role model the core values to your colleagues and team in how you do your job each day.