• In lieu of a degree, additional years of hands-on experience may be substituted
• Experience working with Internet technologies (e.g., DNS, SMTP, TCP/IP) and their potential abuse vectors
• 1+ year direct experience in a fast paced Customer Contact Center or IT Help Desk environment working within trouble ticketing/tracking systems
• Proven experience working with Web Technologies and the Internet (preferably website hosting or building)
• Have a good understanding of technology domain within Trust and Safety and/or broad understanding of company systems/technologies
• Be able to apply this technical knowledge to invent, evolve, improve, and simplify
• Have the ability to drive strategic communication at varying levels within the organization
• Own and drive key business narratives to be presented at a senior leadership level to implement improvements within the T&S domain
• Knowledge of networking technologies including DNS, TCP/IP, SSL, DHCP and Load Balancing
• Knowledge of Six Sigma/Lean Processes
• Proven history of using feedback to improve customer experience / contact interaction through feedback
• Project Management certification
• Exceptional skills in data manipulation and analysis
• Demonstrated history delivering results in cross functional environments - ability to drive organizational change using sound reasoning backed up by relevant data in a well prepared business briefing
• Experience managing other managers
• Experience in being a mentor
• Solid knowledge of security concepts (vulnerabilities, firewalls, common security issues)
• Ability to learn new technologies and stay current with related field information
• Demonstrated history of progressive performance management of a team of this size
• Strong oral (speaking, listening, interpretation) and written communication skills
• Ability to be flexible in shift assignments and work areas
• Able to work in an ambiguous, internet-speed environment
• Absolute passion for ensuring a great customer experience with every contact