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Analyst, Trust & Safety Operations

Sunnyvale, CA

Niantic encourages individuals to explore the world together, and Player Experience is there to support them throughout their entire journey.

Join the Player Experience team as an Analyst for T&S Operations. You will lead all aspects of enforcing Niantic policy, including third-party services, by identifying and addressing policy violations.

This role collaborates closely with global teams and cross-functional partners to develop and implement shared goals.

Responsibilities

  • Assist in Moderation Operations: Support the moderation team in daily operations, helping ensure processes run smoothly and efficiently while adhering to established policies and SLAs.
  • Address Blocking Issues and Provide Incident Support: Take charge of executive blocking issues and incident responses. Contribute to investigations of cases and assist in detailing findings and actions taken.
  • Support Vendor Operations: Help our vendor management team with day-to-day tasks by offering mentorship on complex cases and ensuring consistent decision-making through quality checks.
  • Be a Global Co-Worker: Partner and collaborate effectively with globally dispersed teams on projects, initiatives, and incident management. This also includes supporting the collection of requirements, feedback, and feature requests for moderation systems and tools.
  • Track and analyze important metrics such as volumes, SLAs, QC scores, and other key operational metrics to identify trends, uncover opportunities, and evaluate policy enforcement efficiency.
  • Participate in Safety Meetings: Attend and contribute to Safety XFN group meetings, assisting with coordination and process refinement, as well as providing operational insights
  • Facilitate Feedback Collection: Support the development of feedback loops with policy, engineering, and product teams to improve moderation processes and tools based on operational insights.
  • Collaborate with cross-functional team members and stakeholders, including regular and reliable attendance and participation in meetings.
  • Required in-office 2 days on Tuesday and Wednesday.

Qualifications

  • Bachelor's degree in a relevant field or equivalent experience
  • Experience: 1-3 years of experience in Trust and Safety, with a strong background in content moderation, incident response, and investigations.
  • Child Safety Expertise: Extensive experience and in-depth understanding of child safety principles, policies, and standard processes in online environments. Ensuring compliance with regulations and safeguarding minors are top priorities.
  • Familiarity with data privacy regulations and compliance requirements.
  • Proven experience in managing outsourced operations
  • Strong leadership and team management skills
  • High attention to detail and strong analytical skills
  • Ability to work in a fast-paced hybrid environment and handle stress appropriately and/or ability to solve practical problems and be sufficiently adaptable to handle dynamic situations with little advance notice.
  • Experience working on cross-functional teams with ability to communicate effectively through written and verbal communications, including asynchronous interactions with others.

The total compensation package for this position includes a new hire offer base salary range of $92,700.00 - $103,000.00 + bonus + equity + benefits.

Individual pay within this salary range is determined by work location and additional factors, including assessed job-related skills, experience, and relevant education or training. Your recruiter can answer any questions about new hire total compensation during the hiring process. An overview of benefit offerings for your location can be found on the careers page.

Join the Niantic team!

Niantic's global-scale augmented reality platform and digital map powers spatial computing experiences in the real world. Incubated out of the Maps team at Google, Niantic first created Ingress and then Pokémon GO, a cultural phenomenon and hit game played by tens of millions of people each month. Niantic’s Lightship platform, which powers Pokémon GO, also supports the company's other games including Pikmin Bloom, Peridot and Monster Hunter Now. Developers use Niantic’s platform to build their own AR applications and experiences, either with the Lightship Platform or directly through the web with 8th Wall.

We believe that cultivating a workplace where our people are supported and included is essential to creating great products our community will love. Our mission emphasizes seeking and hiring diverse voices, including those who are traditionally underrepresented in the technology industry, and we consider this to be one of the most important values we hold close.

Niantic is a hybrid first company. We believe that in person interaction and collaboration fosters creativity, a sense of community, and is critical to our future success as a company. Our hybrid work schedules allow for a mix of remote and in-office work.

We're a hard-working, fun, and exciting group who value intellectual curiosity and a passion for problem-solving! We have growing offices located in San Francisco, Sunnyvale, Palo Alto, Bellevue, Kansas, London, Tokyo, Hamburg, Hyderabad, and Zürich. #LI-HYBRID

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