Twitter is what’s happening and what people are talking about right now. For us, life's not about a job, it's about purpose. We believe real change starts with conversation. Here, your voice matters. Come as you are and together we'll do what's right (not what's easy) to serve the public conversation.

The Senior Director of Operations Capabilities and Shared Services is one of the key members of the leadership team of Twitter Service, a global and intentionally diverse, multi-functional customer operations and experience team who serve Twitter’s end customers and partners. We work to ensure that all Twitter users have a positive experience contributing to, and benefiting from, conversations on the platform and in supporting them we serve the public conversation. We aspire to be operationally rigorous, highly collaborative, customer-obsessed and are responsible for all aspects of the operations organization that spans content moderation, policy enforcement, and help and support, including data, analytics, innovation, building new capabilities, and improving processes and systems, ensuring we both prevent issues and provide timely, high-quality responses to our customers. 

The Senior Director will manage key areas that are integral to the success of Twitter and Twitter Service:

• Localization and Language Capabilities
• Twitter Services Tech (TwST) - a team that creates tools that enable operations at scale
• Human Computation (HCOMP)  - a scaled operation that performs human labelling to drive the development of tools
• Workforce Management
• Product Operations - a team that helps drive both business requirements definitions and solution creation through leveraging a range of resources, including third party tools, administration of existing tools, and partnering with engineering teams outside of Twitter service

As a key leader in the organization, you and your team will:

• Set and evolve the overall strategy and work regularly on different initiatives and projects with a variety of stakeholders to determine how to best use each team and the overall owned capabilities to drive business outcomes
• Drive the human computation capability’s roadmap and long-term strategy to support the team and company's goals
• Manage a team dedicated to building tooling and automation layers to support the work of Twitter Service’s front line, partnering with dedicated engineering teams outside of our organization, as appropriate
• Lead a team that supports the Operations frontlines by understanding and articulating business requirements, and connecting stakeholders with technical solutions through partnership with engineering, admin capabilities, and third-party tooling
• Build a capability to manage our front line agent workforce

Responsibilities

• Manage multiple technology and capability-related teams, team leaders and contractors 
• Recruit, train and mentor team members and support their personal and professional growth, and push to foster a motivated, inclusive, creative and exploratory environment
• Ensure the teams deliver top-notch outputs to support the goals of Twitter Service and the best service to our customers 
• Constantly develop and look for new technologies, tools and methods to leverage the analytics performance and capabilities
• Make critical decisions on which work should be done within our group, and what is better performed by partners or through leveraging third parties
• Support key business decision making through providing metrics, insights, and technology solutions, helping drive the right decisions across the leadership team in TwS and Twitter
• Constantly assess the business' KPIs and find opportunities for improvements and optimizations
• Own and lead multiple projects simultaneously in a dynamic and results-oriented environment
• Create a strong and productive work relationship with the different teams inside of and outside of Twitter Service including key product partners, technology teams, and policy teams

• 10+ years of experience managing analytic or technology functions in big-data and data-driven environments, ideally including those involving an agent front line
• 10 years of owning technology capabilities including developing roadmaps, driving innovation, and leading technical teams  
• Experience as an engineer or technical product manager supporting operations or other scaled functions
• Proven track record of building, managing, and growing multi functional teams
• Strong sense of problem-solving, communication, leadership, strategic and critical thinking, responsibility, and professionalism
• Strong business acumen with exceptional numerical and analytical skills, and a demonstrated ability to develop clear executive-level presentations
• Deep understanding of statistical significance, models and tools
• Fluent English – both written and verbal
• Machine learning experience
• MS in Engineering or related fields

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

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