Incident Manager - EMEA

About Us

Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day.

We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on LinkedIn and Twitter,  and discover the projects we’re solving on our Blog. Be sure to explore our Interviewing Guide to learn how to ace our interview process.

About the Role

Customer Trust is at the core of our efforts to keep Twitch a welcoming and safe place for people to build safe and inclusive communities that enable diverse, global creators to flourish.

Reporting to the Senior Manager, Risk & Strategic Response, you will respond to emergent risks to our community safeguards, avoid potential risks, and guide implementation of solutions in areas such as operations, products, and policy. You will coordinate with partners across Customer Trust, Product, Partnerships, Communications, and Legal to lead the response and review of safety incidents. Additionally, you will work asynchronously with teams across the globe to ensure delivery of corrective actions.

We look for the individuals who have a bias for action, keep a cool head in a crisis, and can operate autonomously and independently. We are looking for someone with a background in areas such as Trust & Safety, incident response, risk management, project management, or safety by design.

This position is based in London, UK or UK Remote.

You Will:

• Respond to incidents escalated from across the business, such as severe or trending harms to the community or breakdowns in our community safeguards
• Coordinate across multiple geographic teams, including Trust & Safety, Customer Experience, Fraud, Policy, Product, Engineering, Legal, Communications, and others to handle incident response and communication
• Work well during high stakes and emergent situations, maintaining calm to methodically identify problems, develop solutions, and represent Risk & Strategic Response in discussions
• Analyze incident trends and data to identify areas of opportunity, driving improvements to policies, products, and procedures, including incident response
• Promote awareness and avoidance of safety issues through safety-by-design reviews and creator conduct improvement plans
• Use expert project management skills, driving clear, relevant goal setting and performance
• Lead post incident reviews and analyses to provide scalable solutions to avoid recurrence of incidents

You Have:

• 5+ years of experience handling and investigating high profile, emergent issues in the fields of trust and safety, incident response or risk management
• BA/BS degree in a related field of study or subject matter experience in relevant fields, such as Trust & Safety, content moderation, risk assessment, policy, escalations, or or legal within social media or technology industries

Bonus Points

• Work flexible hours to support global teams and on-call for occasional incidents on weekends
• Mentally and emotionally able to deal with offensive or disturbing content
• Understanding of using data to guide solutions and illustrate impact of decisions
• Understanding of issue/project management tools, such as JIRA or an equivalent
• Previously built and grew an operational program
• Knowledge of media, safety, and regulatory challenges and sensitivities
• Proficiency with SQL, Tableau, or other data transformation/analytics techniques and business intelligence tools

Perks

• Private Medical Insurance
• Dental, Vision & Life Insurance
• Pension Plan
• Maternity & Parental Leave
• Paid Time Off & Holidays
• Commuter Benefits
• Amazon Employee Discount

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Twitch values your privacy. Please consult our Candidate Privacy Notice, for information about how we collect, use, and disclose personal information of our candidates.

Job ID: TW8563

#LI-Remote #RemoteFriendly

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Last updated on Aug 22, 2024