favorite this post Operations Manager at craigslist (financial district) hide this posting unhide

compensation: DOE
employment type: full-time

craigslist seeks an Operations Manager to lead its User Operations (Ops) and Quality Control (QC) departments in continuously improving the craigslist experience for all CL users.

The Operations Manager will:
  • lead the Ops and QC departments in:
    1. processing user inquiries via multiple channels (e.g. phone, email)
    2. mitigating terms of use violations, spam/scams, fraud, and abuse
    3. developing and maintaining help documentation and resources
    4. communicating timely and relevant feedback to technical staff
  • develop hands-on proficiency with all Ops and QC responsibilities to ensure effective and informed management, training, and evaluation of staff, and to identify improvements
  • recruit, interview, train, develop, mentor, and manage new and existing Ops/QC staff
  • continually streamline and/or automate daily tasks and processes
  • identify and communicate potential site UI/UX enhancements
The ideal candidate is a proven leader with the acumen, resourcefulness, and drive necessary to transform our overall effectiveness, processes, and practices in ways we have not yet imagined.

Required experience/attributes:
  • 3+ years direct management experience
  • 5+ years high volume user support or related experience preferably at an Internet company
  • exceptional written and verbal communications skills
  • conscientious self-starter with a track record of hard work, self-motivation, productivity, efficiency, follow through, and the ability to juggle multiple projects with ease
  • judgment, prudence, discretion, and diplomacy in all decisions and communications
  • ability to build, maintain, and manage positive and productive relationships across departments
  • enthusiastic interest in expanding technical knowledge and skills
Expertise with any of the following is beneficial, but not required:
  • internet protocols, browsers, domain names, email, databases, OS X, Linux
  • spam, scams, phishing, harassment, abuse, fraud, trust and safety, and/or related issues
  • terms of use, privacy policies, help documentation, technical training materials
  • translating user trends, feedback, and behavior into actionable input for technical staff
  • UI, UX, online task automation, software optimization, technical troubleshooting
craigslist offers:
  • an unusually philanthropic company mission and philosophy
  • a small team (~50) of fun-loving, smart, interesting, idealistic people
  • non-garden-variety tech challenges at billion-page-view-per-day scale
  • a tech nirvana, free from VCs, MBAs, sales, marketing, biz dev
  • big company stability and benefits -- w/o the dysfunction and despair
  • competitive market rates for you -- free classifieds for humanity
craigslist benefits include:
  • 100% paid (including eligible dependents) health and dental insurance
  • craigslist-provided health reimbursement account ($4K-$10K)
  • 3-to-1 match on employee charitable donations (up to 10% of salary)
  • 401(k) matching program (up to 6% of salary), with immediate vesting
  • 4 weeks paid time off; 10 paid holidays
  • paid parental leave
  • commuting stipend (up to $360/month)
  • wellness stipend (up to $150/month)
  • bike-friendly culture, in-office bicycle parking
  • healthy (vegan, vegetarian, omnivore) breakfast, lunch, and snacks daily
  • SF HQ - 25' ceilings, all natural light, adjustable height desks, CoffeeBot 9000
Please note: This position is based in craigslist's San Francisco office. Relocation expenses will not be provided. Candidates must be authorized to work in the United States without sponsorship.

To apply, please send a cover email highlighting your experience and interests as they relate to this position and paste your plain text resume into the body of the email with OPERATIONS MANAGER in the subject line. No attachments please.

craigslist is an equal opportunity employer and does not discriminate based sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, and related medical conditions), age, genetic information, marital/domestic partner status, medical condition (including cancer, genetic characteristics, or AIDS/HIV), mental/physical disability, national origin or ancestry (including language use and holding a driver's license granted under Vehicle Code section 12801.9), race and color, religion, creed, gender (including actual/perceived gender identity, expression, or transition, and transgender or gender non-conforming status), sexual orientation, weight, height, military/veteran status, or any other characteristic protected by federal, state, or local laws.
  • Principals only. Recruiters, please don't contact this job poster.
  • do NOT contact us with unsolicited services or offers

post id: 6498948656



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