Director, Strategic Response, X Safety

Are you prepared to join the X team and help build the ultimate real-time information-sharing app, revolutionizing how people connect? At X, we’re on a mission to become the trusted global digital public square, committed to protecting freedom of speech and building the future unlimited interactivity. Our goal is to empower every user to freely create and share ideas, fostering open public discourse without barriers. Join us in shaping this thrilling journey where your contribution will be invaluable to our success!

Title: Director, Strategic Response, X Safety
Location: San Jose OR Bastrop, TX (Onsite)
Salary Range: $195,000 - $270,000 (San Jose)

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Who We Are

X’s purpose is to service the public conversation and be the global town square. X is what’s happening and what people are talking about right now. The Strategic Response pillar within X Safety is at the frontline to ensure that all people can participate in the public conversation freely and safely. Every day, our 24/7/365 global operations teams resolve the most difficult and complex escalations involving real-world harm and violations of our Terms of Service and X Rules. We make optimal decisions for the hardest user, ads, and legal issues facing X and provide critical insights to senior leadership to drive change.

What You’ll Do

As the Director, you will: 

• Lead: oversee multiple 24/7/365 global escalations teams. Deftly and confidently navigate between tactical resolution of today’s top crisis, then quickly pivot to long-term roadmapping projects. Mentor and coach multiple people managers. 

• Strategic Planning: drive organizational planning processes by bringing stakeholders together to problem-frame, set goals, build a plan of action, and commit to key performance indicators. Facilitate smooth policy and enforcement launches to escalations teams, and provide inputs to enhance agent tooling and systems.

• Operational Execution: manage and improve day-to-day escalation support operations. Optimize processes and workflows by being data obsessed. Identify points of friction and influence to focus your expertise. Partner with frontline operational leads to identify opportunities for efficiencies and standardization across all teams.

• Crisis Management: Lead the company-wide response to critical incidents, from user safety issues to revenue emergencies to legal crises, ensuring swift, effective action and communication. Maintain and update comprehensive crisis response protocols and playbooks.

• Policy and Compliance: Ensure Strategic Response complies with all relevant laws and regulations, and develop and enforce internal policies and procedures.

• Be well-versed in X’s policies, product features, and X Safety functions and provide decision-making for high-profile enforcements. 

Who You Are

• Executive communicator -- expert in written or oral communications. You act as the primary point of contact at X for all global escalations and crisis response. You expertly anticipate and assess risk across revenue, regulation, and reputation. You are comfortable briefing the CEO and executive leadership. 

• Strong business skills -- you quickly and accurately navigate a fast-moving technical environment while identifying how key business drivers relate to each other. You are quick to understand the strengths and weaknesses of product and policy features from navigating global escalations, and deliver these insights to cross-company strategic planning. 

• Team Management -- drive alignment with Strategic Response’s managers. Synchronize with Policy, Product, and Operations to identify pain points and inform future recommendations.

• X Safety acumen -- You are familiar with the processes, tasks, and tools of a social media company. You have a good understanding of online safety, privacy, and freedom of expression.

Qualifications

Basic Requirements

• Bachelor’s Degree or equivalent experience (advanced degree preferred).

• 10+ years of relevant experience in policy-making, crisis management, strategy & operations, operations management, and/or business consulting (social media experience preferred). 

• Exceptional leadership and decision-making skills under pressure. 

• Experience leading a large globally distributed organization and serving as a manager-of-managers.

• Deep understanding of global legal, privacy, and regulatory issues concerning social media.

• Availability for on-call nights / weekends and willing to work flexible hours.

• Willing to travel up to 10%.

Additional information

Note: Exposure to sensitive or graphic content including but not limited to vulgar language, violent threats, pornography, and other graphic images.