Head of Product Operations and Community

[As of June 2020, Quora has become a "remote-first" company. This position can be performed remotely from anywhere in the world, regardless of any location that might be specified above.]

About Quora:

The vast majority of human knowledge is still not on the internet. Most of it is trapped in the form of experience in people's heads, or buried in books and papers that only experts can access. More than a billion people use the internet, yet only a tiny fraction contribute their knowledge to it. We want to democratize access to knowledge of all kinds — from politics to painting, cooking to coding, etymology to experiences — so if someone out there knows something, anyone else can learn it. Our mission is to share and grow the world's knowledge, and we're building a world-class team to help us achieve this mission.

About the Team:

The Product Operations and International Community Development teams support our mission of sharing and growing knowledge by fostering the growth of our international Quora communities and through policy development, enforcement, and moderation for our contributors and advertisers at scale. The Product Operations team's goal is to consistently and reliably enforce these standards in a way that is fair and predictable to everyone, so that we can earn and maintain their trust as a high-quality platform to share knowledge, and to do this at scale across all 24 languages supported by Quora. The team is also responsible for overseeing the collection of training data for machine learning algorithms, and for providing user support via email. The International Community Development team is responsible for growing and fostering the many different languages that Quora is available in outside of English. This team helps moderate, support, and guide the most valuable users as they contribute to Quora.

We are a small team where every member has a direct impact. We value agility and pragmatism in our day-to-day work, as well as flexibility and creativity in tackling the new challenges that arise as the product grows.

About the Role:

We are looking for a Head of Product Operations and Community to lead the Product Operations and International Community Development teams. To excel in this role you will need to be a systems thinker, a technical expert, customer and quality obsessed, a strong people manager, and willing to move fast and iterate. You will partner with product, engineering, design, and other cross-functional teams to help build and deliver moderation systems at scale and foster growth in our international communities. You will also need to be comfortable moving in uncharted territories and be willing to go beyond the job description to make the system successful.

Responsibilities:

• Develop and maintain a strong team culture of accountability, collaboration, trust, and results
• Work cross-functionally to deliver a scalable system and workflow that not only meets current needs, but also considers future growth
• Develop team vision, set team and individual OKR's and priorities, and develop metrics to measure progress and success
• Manage internal escalations from the internal product teams, such as Moderation, analyze issues and implement long-term solutions
• Ensure the International Community Development team is maintaining parity across all languages and delivering best-in-class support, moderation, and community engagement programs

Minimum Qualifications:

• Bachelor's degree
• 6+ years of experience in Product Operations Management, Product Specialist, Management Consulting, Product Management, or Customer Experience/Operations
• 4+ years of people management experience and/or 2+ years of experience working as a Product Operations Manager
• Demonstrated ability with analyzing data, digesting trends, and surfacing insights as well as defining and reporting on relevant metrics

Preferred Qualifications:

• 4+ years of experience in content moderation, fraud operations, safety operations, risk management, risk operations, policy, privacy, account security/recovery, or scaled abuse prevention models
• 6+ years of people management experience inspiring, developing, and leading teams of diverse backgrounds, skill sets, and tenure
• Experience working with product, engineering, marketing, and user experience teams
• Experience working in the technology industry (preferably at social media/internet company)
• Experience working with remote, global teams in a highly collaborative environment, influencing cross-functionally, and building strong relationships across the organization
• Demonstrated ability to work with minimal guidance in ambiguous environments

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

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