X Support Center Site Lead, Safety
Location: Bastrop, TX
Base Salary Range: 165k to 215k + Equity
_
You Will:
- Oversee Safety Operations: Manage all frontline Safety operations in Bastrop, including content moderation and customer support, ensuring high performance, adherence to X’s Rules and policies, and consistent application of standards without bias. 
- Lead Site Operations: Coordinate daily operations across the Texas X Support Center, ensuring synchronization, efficiency, adherence with productivity metrics, and compliance with company policies and local regulations. 
- Act as Global Liaison: Serve as the primary point of contact between Texas and other X Support Centers and the tier two Strategic Response Team, ensuring seamless communication and alignment on global Safety strategies. 
- Drive AI Automation: 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. 
- Leverage Data Insights: Use querying languages (e.g., SQL or Python) to analyze operational data, identify trends, and drive data-informed improvements to policies and processes. 
- Resolve Operational Issues: Anticipate and address operational challenges proactively, navigating ambiguity and implementing preventive measures to minimize disruptions. 
- Develop Strategic Plans: Create long-term roadmaps with actionable milestones to achieve operational growth, sustainability, and alignment with X’s mission. 
- Lead and Develop Teams: Manage a team of Supervisors overseeing Safety Agents and Specialists, providing coaching, mentorship, and professional development to foster productivity, efficiency, growth and retention. 
- Enhance Employee Engagement: Implement programs to improve employee satisfaction, recognition, and teamwork, fostering a positive and inclusive work environment. 
- Collaborate Cross-Functionally: Partner with internal stakeholders (e.g., HR, workforce management, legal, corporate security) to build a center of excellence and align on Safety objectives. 
You Are:
- An experienced leader with 10+ years of experience in global customer service or Safety operations, including 10+ years managing large-scale operations (250+ employees). 
- Proficient in data analysis with hands-on experience using SQL or Python to extract insights and optimize operational performance. 
- Passionate about AI and automation, with an interest in leveraging technology to enhance Safety operations and user experience. 
Preferred Qualifications:
- Experience leading and growing a service center and guiding a team through technological change. 
- Prior experience in content moderation, Safety, or support operations. 
- Experience building or scaling operations from scratch. 
- 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. 
- A strategic thinker with a proven track record of leading complex projects, managing competing demands, and delivering business outcomes in a fast-paced environment. 
- An active X - including Grok - user 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. 
- A collaborative leader with strong communication and interpersonal skills, capable of building relationships with diverse stakeholders. 
- Familiar 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.