CX Operations Lead

Feb 18, 2024
London, United Kingdom
... Not specified
... Intermediate
Full time
... Office work

About Us:

Twitch is the world's biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It's where millions of people come together to chat, interact, and make their own entertainment.

We're about community, inside and out. You'll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We're on a quest to empower live communities, so if this sounds good to you, see what we're up to on LinkedIn and Twitter, get interviewing tips on Instagram, and discover projects we're solving on our Blog.

About the Role:

Twitch is looking for an experienced Operations Leader to lead its Customer Trust Operations throughout the Europe, Middle East and North Africa (EMEA) region. This is an important and visible role with responsibility for all aspects of international operations within Customer Experience.

Customer Trust is at the core of our efforts to keep Twitch a welcoming, safe and trusted place for people to build communities.  The Senior Manager of Community Operations (EMEA) will therefore be an essential element of the Customer Trust team, managing a team from our distributed EMEA locations with a total headcount of 8 FTEs. 

Reporting to the Director, Community Operations International, you will demonstrate proactivity, team leadership, and customer focus, and we'll seek someone with a background in business operations and team management in the customer service and customer experience fields. 

This role would be based either onsite at Twitch's London office or remote in the UK.

You Will:

  • Lead Twitch’s FTE team in managing complex and nuanced case types across traditional Customer Experience workstreams
  • Identify trends/emerging issues and opportunities across multiple markets
  • Demonstrate cross-functional engagement and alignment across customer trust workstreams (customer experience support and trust and safety operations)
  • Manage EMEA-based team members
  • Lead the tracking and achievement of main performance metrics, taking proactive measures to ensure achievement of target performance levels
  • Develop strategies for performance management and operational efficiency improvements
  • Interface with Customer Trust global senior leadership, working across international time zones to ensure issue response consistent with the nature of a live streaming service
  • Work with global management peers to regarding appropriate resourcing and scheduling of resources, meeting forecasts and our needs to fulfil the processing of all workload within defined Service Level Agreements
  • Work cross-functionally throughout the Twitch business to coordinate relevant work, with emphasis on Partnerships, Legal, Comms, Policy, CX, and Product teams
  • Lead large projects in a start-up environment

You Have:

  • BA/BS degree preferred
  • 6+ years in an online operations or customer service field, with 4+ years of direct management experience
  • Expertise in the creation and development of large operational teams
  • Familiarity with multiple cultural considerations and nuances in the EMEA market
  • Demonstrated passion for and delivery of exceptional customer experiences and a customer-first attitude
  • Data-driven approach  
  • Comfortable with working flexibly as part of a globally-dispersed 24/7/365 team


  • Private Medical Insurance
  • Dental, Vision & Life Insurance
  • Pension Plan
  • Maternity & Parental Leave
  • Paid Time Off & Holidays
  • Commuter Benefits
  • Amazon Employee Discount
  • Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, etc.)
  • Lunch Served Four Times a Week
  • Free Snacks & Beverages

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status, or other legally protected status.

Protecting your privacy and the security of your data is a longstanding top priority for Twitch. Please consult our Privacy Notice to know more about how we collect, use and transfer the personal data of our candidates.

Job ID: TW8381

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