Snoo Operations and Support (SOS) Manager

at Reddit
USD 180,200-252,300 per year
MIDDLE
βœ… Hybrid

SCRAPED

Used Tools & Technologies

Not specified

Required Skills & Competences ?

Security @ 3 Hiring @ 3 Leadership @ 3 Communication @ 3 Mentoring @ 3 Android @ 6 Jira @ 5 Slack @ 5 Reporting @ 3 iOS @ 6 macOS @ 6

Details

Reddit is a community of communities built on shared interests, passion, and trust. The Snoo Operations and Support (SOS) Manager will lead and grow support and operations teams that work cross-functionally with Infrastructure & Systems, Security, People Ops and other teams to coordinate work, handle ticket escalations, resolve issues, onboard employees, provision hardware, and adhere to security standards for all Reddit employees globally.

Responsibilities

  • Lead the development of the support strategy and roadmaps for core SOS offerings, including frontline 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, overseeing triage and management.
  • Assist Global Office Expansion projects by helping define requirements, participating in planning, and providing resourcing for office delivery.
  • Provide oversight and operational management for critical SOS tools (Google Workspace/GSuite, Zoom, Slack, JIRA, Confluence).
  • Assist with budgeting: track spend, identify cost savings, and support long-term forecasting with SOS leadership.
  • Build and manage relationships and costs for vendors, subcontractors and 3rd party providers.
  • Independently own and drive multiple SOS projects and deliverables.
  • Participate in recruiting, interviewing, hiring, and developing team members; manage the full talent lifecycle.
  • Participate in an on-call rotation including after-hours and weekend support as needed.
  • Travel regionally as required to support distributed staff.

Requirements

  • 5–7 years of hands-on experience in an enterprise support environment.
  • Minimum 2+ years in a leadership role within a global support organization.
  • Strong experience as a support engineering manager, leading and scaling teams.
  • Proven track record of delivering high-quality results and using data/metrics to track progress and drive improvements.
  • Passion for mentoring and developing talent; experience creating career development plans and coaching direct reports.
  • Ability to navigate complexity, adapt quickly, and prioritize effectively.
  • Excellent communication and conflict resolution skills with a commitment to assuming good intent.
  • Customer-focused mindset that balances needs of users and internal stakeholders.
  • 2+ years managing and maintaining budgets.
  • Proven experience building global support organizations and managing operations at scale.
  • Experience managing ticket-based enterprise workflow systems, particularly JIRA Service Desk and Confluence.
  • Extensive technical knowledge of macOS, iOS, and Android; advanced knowledge supporting Windows.
  • Expertise in Google Workspace support and administration (Gmail, Google Calendar, Groups, Docs).

What We Can Expect From You (Day-to-Day)

  • Act as a frontline manager who drives high-quality output and fosters collaboration and growth.
  • Deploy support best practices, escalation paths, and capabilities aligned with SOS leadership globally.
  • Own goal setting, execution, and career growth for team members.
  • Use data and metrics to find trends and drive continuous improvement.
  • Partner with cross-functional teams to align technical strategy and solve complex problems.

Benefits & Pay Transparency

  • This role is eligible for base salary, potential equity (RSUs), and in some cases commission.
  • U.S.-based benefits include medical, dental, vision, 401(k) with employer match, generous time off, and parental leave.
  • Base pay range for this position: $180,200 - $252,300 USD.

Additional Notes

  • Location requirement: San Francisco office (SF only, requires in-office presence weekly).
  • Interviews for select roles may be recorded, transcribed and summarized by AI; candidates may opt out.
  • Reasonable accommodations are available for qualified applicants with disabilities during the interview process.