Snoo Operations and Support (SOS) Manager

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 works, 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).