We are the Twitter Service team, dedicated to delivering customer service through meaningful connections and enforcing policies to promote healthy exchanges in the public conversation. Whether we're optimizing support operations, guarding the health of the service through scaled enforcement, driving content and support channel strategies, or localizing the product for our global audience, we're with our customers every step of the way.

WHAT YOU’LL DO

Summary

In this role, you will be responsible for building and maintaining the production and distribution flows for our customer support content, including help center articles, canned responses, and internal knowledge base articles. You’ll help our team of content strategists support multiple customer communication channels while navigating a high volume of product launches and tight deadlines. In this dynamic, fast-paced role, you will work closely with senior stakeholders on our Support Experience team to deliver a best-in-class customer experience through content. 

If this sounds like you, you probably have:

• Background managing production workflows for support content and channels

• Strong project management skills to holistically plan milestones and deliverables

• Excellent communication and interpersonal skills, and the ability to work effectively across different areas of a business

• Experience working to deadline, delivering solutions to unstructured business challenges in ambiguous and fast-paced environments

• Analytically focused and able to leverage business insights and metrics to make well informed decisions and drive strategy

• Ability to successfully interface with design and engineering teams, with a basic understanding of web development processes and language

• Customer-centric and empathetic mindset, with the ability listen to and represent the voice of internal and external customers

• Define and manage production workflows for all support content, with a special focus on project intake and stakeholder management

• Create and maintain documentation including production processes, workflows, and roadmaps; listen to customers (internal and external) to understand their scenarios and challenges

• Lead biweekly sprint meetings with Content Leads to scope incoming projects by estimating level of effort and business impact, and prioritize top tasks to facilitate strategic planning and ensure timely content delivery for product and policy launches

• Stay on top of content requests within JIRA, ensuring new tasks are assigned in a timely manner, the backlog is maintained, and all tasks are correctly labeled

• Ensure all content deliverables stay on track to meet deadlines, collaborating with content strategists to meet deadlines and liaising with stakeholders to manage expectations and re-prioritize as necessary

• Create and maintain communication flows to internal teams, including weekly content and process updates; create feedback loops

• Use data, research, and industry best-practices to inform content planning, needs, and resourcing in support of business strategy and operational decision making

• Partner with internal tooling and analytics teams to create roadmap for improvements and new implementations

• Partner with our internal authoring team to bring large-scale content initiatives to life

Requirements

• BA/BS degree

• 3-5 years of experience in Content Strategy, Project/Program Management, or Community Operations

• Experience working with large-scale support content, preferably consumer-facing

• Knowledge and experience with JIRA and project management applications

• Excellent written and oral communication skills, with the ability to build strong relationships with internal stakeholders

We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran, genetic information, marital status or any other legally protected status.

San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records