Snoo Operations and Support (SOS) Manager
at Reddit
π San Francisco, United States
USD 180,200-252,300 per year
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 @ 6Details
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
- 5β7 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.