Lead, Singapore Center of Excellence (Safety)

SpaceXSI's Safety team protects free expression while ensuring users can safely and successfully engage with the platform through robust policy enforcement, combating issues like spam, fraud, and harmful content, and delivering exceptional support.

As the Singapore Lead, you will run the Singapore hub, partnering with the Austin hub to deliver global operations coverage 24/7/365. This role reports to the Head of Safety Operations.

Responsibilities:

• Manage all Safety operations in Singapore and across Asia Pacific (APAC) coverage, including policy enforcement and user support
• Serve as the primary point of contact between Singapore, other X Centers of Excellence, and the X Strategic Response Team
• Partner with the Austin hub to maintain Safety operations coverage 24/7/365
• Lead the site's shift from scaled operations agents to analysts focused on automation-first appeals, model evaluations and audits, analysis, investigations, and escalations
• Act as the escalation point for APAC, owning complex and high-risk cases and decisions for the team
• Collaborate with stakeholders to implement AI-based tools for policy enforcement and case management
• Analyze operational data using query languages and large language model (LLM) powered agents
• Own dashboards and key performance indicators (KPIs), tracking backlog health hour to hour
• Anticipate and address operational challenges, implementing preventive measures
• Create long-term roadmaps with actionable milestones to achieve operational efficiency
• Manage a team of managers leading Safety analysts, providing coaching, mentorship, and professional development
• Run strong feedback loops, giving constructive feedback early and often
• Develop the team into policy-enforcement subject matter experts with a defensibility mindset
• Implement programs to improve employee satisfaction, recognition, and teamwork
• Partner with internal stakeholders to build a center of excellence and align on Safety objectives
• Own team performance end to end

Basic Qualifications:

• 10+ years of experience in global customer service or Safety operations
• 10+ years of experience managing large-scale operations
• Experience using LLMs, SQL, or Python for data analysis
• Experience working with APAC markets and regulatory frameworks for content moderation

Preferred Skills and Experience:

• Experience leading and growing a service center, ideally in Singapore or APAC
• Prior experience in policy enforcement, Trust & Safety, or support operations
• Experience building operations from scratch and overhauling existing operations
• Experience providing human oversight and insights for scaled agentic AI operations