The Twitter Service organization creates meaningful connections with our customers that promote healthy exchange in the public conversation. We do this by developing customer support solutions at scale in a rapidly changing and global environment. Whether we're optimizing operations, guarding the ability of customers to safely use Twitter through investigation of and  enforcement against those who violate our terms, or driving content and support channel strategies, we're with our customers every step of the way.

The User Operations team is at the very center of this work. This team works closely with policy teams, product, and vendor partners to launch, scale, and optimize solutions for supporting Twitter users. These solutions range from proactive efforts to safeguard our customers, to reactively investigating and actioning reported issues.   We execute through both automation and large scale content moderator operations.  To help us drive our vision forward, we are looking for an experienced, data-driven and solutions-oriented individual that can work across teams to ideate and execute operational solutions with speed and quality that are in the specific issue areas of safety and misinformation just to name a few.

Are you excited by challenging problems that require a multi-disciplinary approach and creative solutions? Does the idea of growing the collective health, openness, and civility of public conversation on Twitter interest you? If so, you should join us

What you will do: 

As a Program Manager, User Operations, you will deliver efficient and high quality development and implementation of scaled operations related but not limited to our policies related to misleading information, civic integrity, and media manipulation. You’ll be responsible for leading cross functional projects and innovative operational solutions to solve new unique problems in the ever changing world of social media. In addition to this, you will participate in, contribute to or lead  cross functional projects with partners throughout the company to implement and operationalize policies and internal tools and features

 This particular problem space for this role is unique in that the range of potential actions will span not just from proactive to reactive and from automated to content moderator executed actions, but will also contain one of the widest range of potential content moderator activities within a given issue area.  You will partner with your manager and team to conceptualize and operationalize work that may range from the simplest binary decision against specific criteria, to multi-faceted investigations involving both data and judgement and be able to seamlessly execute within an integrated operation. You will be responsible for helping to design and implement operational solutions that serve the needs of our customers, stakeholders, legislation, policies, standards, and best practices in the region.

Main Responsibilities

• Support the manager and the User Operations leadership team to deliver on the strategic direction of the team

• Lead key cross functional service initiatives through planning, tracking, and driving execution. 

• Act as domain expert and able to understand and articulate our enforcement strategies and represent the team in cross functional discussions with key stakeholders 

• Partner with internal teams to review and approve new and updated policies related to misleading information, civic integrity, media manipulation, and other policies that require innovative solutions to moderation

• Analyze reports and dashboards to monitor and investigate trends in this problem space

• Monitor established key volume performance indicators (e.g. total/manual incoming, total/manual solved, AAS, AHT) and investigate root causes of trends and spikes. 

• Manage communication with vendors partners, including answering questions, providing support and working collaboratively on scaling solutions

• Develop and deliver training on various policies and workflows as required

• Help define quality review guidelines and perform quality audits as needed

• Ability to review sensitive and potentially disturbing content including but not limited to vulgar language, hate speech, violent threats, pornography and other graphic images

• Partner with internal teams to review and approve new and updated policies related to misleading information, civic integrity, media manipulation, and other policies that require innovative solutions to moderation

What you have:

• Experience in handling user reports and/or high-priority support and/or enforcement issues

• Strong experience analyzing and using operational metrics to identify the root cause of problems, translating trends into actionable insights, and delivering process improvements at-scale.

•  

• Influence and collaboration skills to affect change with cross functional stakeholders in order to align the support experience with customer needs and priorities

• Flexibility with changing priorities and managing multiple tasks simultaneously within compressed timeframes

• Experience with working on projects both independently and within a cross-functional team environment

• Ability to communicate complex ideas concisely and clearly, and to solve problems collaboratively and proactively

• Self-starter and strategic thinker with strong analytical and creative problem-solving skills. Able to use insights gained to deliver solutions at scale.

• Experience working with JIRA, Tableau, or similar ticketing and analytics software. Service Cloud admin skills, basic programming and/or experience in automation a plus

• Ability to operate in an ambiguous, fast-paced, global, result oriented environment

• Experience working in an online operational environment, or in process design. Familiarity with Lean, Kaizen, or Agile methodologies.

• Some experience working with SQL or on large data sets.

Requirements:

• BA/BS degree or equivalent local degree or experience required

• Minimum of 4-5+ years of related experience within policy and online operations, project or program management, preferably in a fast-paced online support environment or a role involving vendor relationship management

• Ability to travel up to 10%-20% to global offices and vendor locations

All your information will be kept confidential according to EEO guidelines.