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X Support Center Site Lead, Safety
X Support Center Site Lead, SafetyX • Bastrop, TX, US
X Support Center Site Lead, Safety

X Support Center Site Lead, Safety

X • Bastrop, TX, US
7 days ago
Job type
  • Full-time
Job description

Job Description

Job Description

About X

We build the world's most trusted public town square—and we pride ourselves on our commitment to protecting free speech within the boundaries of the law. Beyond that, we aim to increase unregretted user minutes on our platform, and make it the best place on the internet for creators to share content and make money.

About the Role

We are seeking an experienced and strategic Senior Manager, Safety to lead our safety and content moderation efforts at the Texas X Support Center in Bastrop. In this role, you will oversee frontline safety operations, drive AI-powered automation, and foster a high-performing, inclusive team environment. You will collaborate with global teams to ensure alignment with X's safety strategies, leveraging data insights and innovative technologies to enhance operational efficiency and user trust. The ideal candidate is a collaborative leader with a passion for AI-driven solutions and a proven track record in managing large-scale operations in fast-paced, high-stakes environments.

Responsibilities

  • Oversee all frontline safety operations, including content moderation and customer support, ensuring high performance, compliance with X's policies, and unbiased application of standards.
  • Coordinate daily operations at the Texas X Support Center, ensuring efficiency, adherence to productivity metrics, and compliance with company policies and local regulations.
  • Serve as the primary liaison between the Texas Support Center, other global X Support Centers, and the tier-two Strategic Response Team, ensuring seamless communication and alignment on safety strategies.
  • Collaborate with product engineering and data science teams to implement AI-based tools for content moderation and case management, optimizing workflows and reducing manual workloads.
  • Utilize querying languages (e.g., SQL or Python) to analyze operational data, identify trends, and drive data-informed improvements to policies and processes.
  • Proactively anticipate and resolve operational challenges, implementing preventive measures to minimize disruptions.
  • Develop long-term strategic roadmaps with actionable milestones to achieve operational growth and sustainability
  • Lead and mentor a team of Supervisors overseeing Safety Agents and Specialists, fostering productivity, efficiency, growth, and retention.
  • Implement programs to enhance employee engagement, satisfaction, and teamwork, creating a positive and inclusive work environment.
  • Partner with internal stakeholders (e.g., HR, workforce management, legal, corporate security) to build a center of excellence and align on safety objectives.

Required Qualifications

  • 10+ years of experience in global customer service or safety operations, including 10+ years managing large-scale operations (250+ employees).
  • Proficiency in data analysis with hands-on experience using SQL or Python to extract insights and optimize operational performance.
  • Passion for AI and automation, with a strong interest in leveraging technology to enhance safety operations and user experience.

    • Preferred Qualifications

  • Experience leading and scaling a service center, guiding teams through technological change.
  • Prior experience in content moderation, safety, or support operations, particularly in tech or AI-driven environments.
  • Proven ability to build or scale operations from scratch.
  • Advanced proficiency in SQL, Python, or other data analysis tools for operational reporting.
  • Bachelor's degree (MBA or advanced degree preferred) in a relevant field (e.g., Business, Technology, Data Science) or equivalent experience.
  • Strategic thinker with a track record of leading complex projects and delivering business outcomes in fast-paced environments.
  • Active user of X, including Grok, with a deep understanding of the platform's role as a global public square and its safety challenges.
  • Skilled in crisis management, with the ability to make sound decisions under pressure and navigate ambiguity.
  • Strong communication and interpersonal skills, capable of building relationships with diverse stakeholders.
  • Familiarity with global content moderation challenges, including cultural nuances and legal frameworks.
  • Able to work onsite in Bastrop and travel as needed to collaborate with global teams.

    • Annual Salary Range

    $165,000 - $215,000 USD

    Benefits

    Base salary is just one part of our total rewards package at X, which also includes equity, comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short & long-term disability insurance, life insurance, and various other discounts and perks.

    X is an equal opportunity employer.

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    Site Safety • Bastrop, TX, US