Snoo Operations and Support (SOS) Manager

Details

Reddit is looking for an experienced Snoo Operations and Support (SOS) leader to help grow our support and operations teams around the world. The SOS team works cross-functionally with Infrastructure & Systems, Security, People Ops, and other teams to coordinate work, handle ticket escalations, and resolve issues. The team onboards new employees, provisions hardware, provides hands-on support, and adheres to security standards for all Reddit employees globally.

Location requirement: San Francisco (SF only, requires in-office presence weekly).

Responsibilities

• Lead the development of the support strategy and roadmaps for core SOS offerings, including front line support desk, employee onboarding/offboarding, 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 triage and management.
• Provide oversight and operational management for critical SOS tools, including Google Workspace (GSuite), Zoom, Slack, JIRA, and Confluence.
• Assist with budgeting: track spend, identify cost savings, and support long-term forecasting.
• Build and manage relationships with vendors, subcontractors, and 3rd party providers.
• Independently own and drive multiple SOS projects and deliverables.
• Participate in recruiting, hiring, onboarding, and developing team members; manage full talent lifecycle.
• Participate in an on-call rotation that includes after-hours and weekend support.
• Support Global Office Expansion projects: define requirements, planning, and resourcing to deliver working locations.
• Some regional travel may be 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.
• Experience managing ticket-based enterprise workflows, 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, Calendar, Groups, Docs).
• Proven track record delivering high-quality products and using data/metrics to track progress and drive improvements.
• Experience managing and maintaining budgets (2+ years).
• Experience building global support organizations and managing operations at scale.
• Excellent communication and conflict resolution skills; customer-focused mindset.
• Ability to navigate complexity, adapt quickly, and prioritize effectively.
• Willingness to participate in on-call rotation and some regional travel.

Benefits & Pay Transparency

• Base pay range (U.S.-based): $180,200 - $252,300 USD.
• In addition to base salary: eligible for equity (RSUs) and, depending on position, possible commission.
• U.S.-based benefits include medical, dental, and vision insurance, 401(k) with employer match, generous vacation, and parental leave.
• Interview recordings/transcripts may be used in select roles; candidates may opt out prior to scheduled interviews. Reddit's Candidate Privacy Policy governs collection and handling of interview data: https://redditinc.com/policies/candidate-privacy-policy

Other Notes

• This role requires in-office presence weekly in San Francisco.
• The position may span more than one career level.
• Reddit is an equal opportunity employer and provides reasonable accommodations for qualified individuals with disabilities.