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.

Twitter is seeking a RevOps Shared Services Operations Manager who will be responsible for driving operations, improving processes, and managing vendors within our Revenue Operations (RevOps) team. 

In RevOps, you will be a member of the Global Strategy & Operations team. In your role, you will also take up broad-spectrum special projects on process improvement for RevOps, Global Strategy & Operations, and the Customers Org. You will build and execute core operational processes - such as business planning, reporting, and ongoing business operations management. You will work closely with our internal partners to understand and execute on mutual business objectives. 

What You’ll Do: 

• Drive strategic initiatives to improve service delivery, including implementing innovations and process excellence and quantifying the impact of these initiatives.

• Execute on building process improvement solutions through use of advanced formulas, macros, and scripting capabilities. 

• Continuously strive towards improving efficiency, reducing waste and adding value to existing processes and workflows.

• Drive workforce management of BPO vendors, including collaboration with vendor counterparts in regards to onboarding and offboarding of agents, process excellence and improvements, and infrastructure support.

• Conduct research studies to understand customer sentiments and satisfaction

• Facilitate innovative initiatives by developing a deep understanding of business requirements and maximizing value from vendor partners.

Required qualifications:

Preferred qualifications

• 4-5+ years of relevant experience in operations, finance, or strategic planning

• BA / BS degree with a record of achievement

• Ability and willingness to travel up to 15% to global vendor locations (once business travel resumes)

• Strong communication skills, both written and oral, including presenting complex analyses simply to different audiences

• Exceptional analytical and problem-solving skills

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• Highly proficient with Excel, some experience with advanced formulas, macros, and scripting capabilities as well as basic SQL/querying abilities

• Great demeanor and partner-facing attitude, including being reliable, helpful, and efficient

• Ability to create and foster strong collaborative relationships with key stakeholders

• Highly organized and detail-oriented, with a bias for action

• Proactive and able to navigate ambiguous situations with confidence 

• Experience in management consulting or business strategy / operations / planning

• Experience with Google App Script / VBA / Javascript / HTML

• Experience building data models, creating Tableau Visualizations, and/or writing SQL queries

• Experience with Business Process Outsourcing, Lean Six Sigma, Kaizen or PMP

• Domain and Industry Experience: Background experience with call center services, data analysis, tech troubleshooting, social media / content moderation background 

 We're a scrappy team, and we value diverse backgrounds, ideas, and experiences.