X Support Center Site Lead, Safety

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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.