LEAD, SPACEXSI CENTER OF EXCELLENCE (SAFETY)

SpaceXSI’s Safety team protects free expression while ensuring our users can safely and successfully engage with our platform through robust policy enforcement, combating issues like spam, fraud, and harmful content, and delivering exceptional support. As we increasingly leverage AI-based automation, we innovate and experiment at a fast pace, striving to be a learning organization with a growth mindset. The Singapore Center of Excellence will be a critical hub for global Safety operations, and we’re looking for a leader to drive excellence and innovation.

Singapore and Austin are the two hubs of Safety Operations. As 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:

• Manages all Safety operations in Singapore and across Asia Pacific (APAC) coverage, including policy enforcement and user support, ensuring high performance, adherence to X’s Rules and policies, and consistent application of standards without bias across the Safety & Integrity, Monetization, and Legal Operations pillars.
• Serves as the primary point of contact between Singapore, other X Centers of Excellence, and the X Strategic Response Team, ensuring seamless communication and alignment on global Safety strategies.
• Partners with the Austin hub to maintain Safety operations coverage 24/7/365, with consistent standards across both hubs and strict adherence to service level agreements (SLAs).
• Leads the site’s shift from scaled operations agents to analysts focused on automation-first appeals, model evaluations and audits, analysis, investigations, and escalations.
• Acts as the escalation point for APAC, owning complex and high-risk cases and decisions for the team.
• Collaborates with stakeholders to implement AI-based tools for policy enforcement and case management, optimizing workflows and reducing manual workloads.
• Analyzes operational data using query languages (e.g., Structured Query Language (SQL) or Python) and large language model (LLM) powered agents to identify trends and drive data-informed improvements to policies and processes, and builds that habit across the team.
• Owns dashboards and key performance indicators (KPIs), tracking backlog health hour to hour and maintaining a baseline to spot and investigate anomalies.
• Anticipates and addresses operational challenges, implementing preventive measures to minimize disruptions.
• Creates long-term roadmaps with actionable milestones to achieve operational efficiency, sustainability, and alignment with X’s mission.
• Manages a team of managers leading Safety analysts, providing coaching, mentorship, and professional development to support critical thinking, efficiency, growth, and retention.
• Runs strong feedback loops, giving constructive feedback early and often and acting on feedback received.
• Develops the team into policy-enforcement subject matter experts with a defensibility mindset, so every decision can be explained and defended.
• Implements programs to improve employee satisfaction, recognition, and teamwork.
• Partners with internal stakeholders (e.g., human resources (HR), workforce management, legal, and corporate security) to build a center of excellence and align on Safety objectives.
• Owns team performance end to end: sets clear expectations, measures them, rewards strong performers, and acts quickly and fairly on underperformance.
• Performs all other duties and responsibilities as required by business need.

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, and guiding a team through technological change.
• 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, including prompting and evaluating LLM agents.
• Bachelor’s degree in business, technology, data science, or a related field; Master of Business Administration (MBA) or advanced degree highly preferred.
• Track record of leading complex projects, managing competing demands, and delivering business outcomes in a fast-paced environment.
• Experience in crisis management, making sound decisions under pressure and navigating ambiguity.
• Strong communication and interpersonal skills, with experience building relationships with diverse stakeholders.
• Familiarity with global Trust & Safety challenges, including cultural nuances and legal frameworks.
• Proficiency in one or more APAC languages.
• Active X and Grok user with a deep understanding of the platform’s role as a global public square and its Safety challenges.
• Strong interest in AI and automation and in using technology to enhance Safety operations and user experience.
• Demonstrated commitment to continuous learning and self-improvement.
• Team-first leadership style that balances mission accomplishment with compassion for people.

ADDITIONAL REQUIREMENTS:

• Must be able to work fully onsite in Singapore.
• Must be willing to travel across APAC, to Palo Alto, and to Austin as needed to collaborate with global teams.
• This role may involve exposure to sensitive or graphic content, including vulgar language, violent threats, pornography, and other graphic images.