Snoo Operations and IT 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 workers, 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.
• 2+ years managing and maintaining budgets.
• 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).
• 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).

Our mission is to bring community and belonging to everyone in the world. Reddit is a community of communities where people can dive into anything through experiences built around their interests, hobbies, and passions. With more than 50 million people visiting 100,000+ communities daily, it is home to the most open and authentic conversations on the internet. From pets to parenting, skincare to stocks, there’s a community for everybody on Reddit. For more information, visit redditinc.com. 

We are building a Compliance Engineering team as part of Reddit's technical journey. 

The SPACE (Security Privacy and corporate Engineering org) is building a Compliance Eng team at Reddit, that is responsible for preparing our platforms for constantly evolving regulatory requirements. We are also building foundational products that are impactful for Reddit’s future.  We work closely with teams across the company to ensure every platform we support and feature we ship meets the highest standards and quality bar. The projects we undertake span multiple domains and technology stacks and successful engineers in this role will be adaptable and thrive in ambiguous problem spaces. 

What You’ll Do:

• Adapt our platforms to the ever changing privacy, security and regulatory landscape 
• Work cross-functionally with product, design, and engineers across Reddit to ensure compliance of our platforms
• Help build a new team within Reddit and drive its roadmap, processes and execution 
• Contribute to the full development cycle: technical design, development, test, experimentation, analysis, and launch.  Coordinate high impact, highly cross functional business critical projects and features. 
• Participate with a team of thoughtful, fast-moving, and motivated engineers. Contribute to standards that improve developer workflows, recommend best practices, and help mentor junior engineers on the team to grow their technical expertise.

This is a high impact role where you will be involved in technical & product strategy and have a chance to get in on the ground floor of a new product space. 

Qualification Requirements

• Bachelor's degree or higher in Computer Science or a related field, or equivalent technical expertise
• 5+ years of hands-on, professional software development experience developing user-facing iOS mobile native applications at scale, using Swift
• You have experience working with various iOS libraries such as UIKit, Combine, Swift Concurrency, and Apollo GraphQL
• You have experience working with API design and interfacing with backend services, as well as 3rd party services via SDK and webviews.
• You are a strategic thinker who thrives on developing a long-term technical foundation and has a passion for developing scalable, well-designed software that improves people’s lives globally.
• A track record of leading large projects that require cross-team and cross-functional collaborations
• Entrepreneurial spirit. You are self-directed, innovative, and biased towards action in fast-paced environments. You love to build new things and thrive in ambiguity and even failure.
• Experience working with cross-functional teams such as design, product, data teams to deliver great user experiences.

Benefits:

• Comprehensive Healthcare Benefits and Income Replacement Programs
• 401k Match
• Family Planning Support
• Gender-Affirming Care
• Mental Health & Coaching Benefits
• Flexible Vacation & Reddit Global Days off
• Generous paid Parental Leave  
• Paid Volunteer time off

In select roles and locations, the interviews will be recorded, transcribed and summarized by artificial intelligence (AI). You will have the opportunity to opt out of recording, transcription and summarization prior to any scheduled interviews.

During the interview, we will collect the following categories of personal information: Identifiers, Professional and Employment-Related Information, Sensory Information (audio/video recording), and any other categories of personal information you choose to share with us. We will use this information to evaluate your application for employment or an independent contractor role, as applicable.  We will not sell your personal information or disclose it to any third party for their marketing purposes.  We will delete any recording of your interview promptly after making a hiring decision.  For more information about how we will handle your personal information, including our retention of it, please refer to our Candidate Privacy Policy for Potential Employees and Contractors.

Reddit is proud to be an equal opportunity employer, and is committed to building a workforce representative of the diverse communities we serve.  Reddit is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If, due to a disability, you need an accommodation during the interview process, please let your recruiter know.