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.

Part of Twitter Service, the Strategic Response Team (SRT) delivers the highest tier of support at Twitter and manages the most challenging escalations faced by the company. The team is globally distributed and maintains 24/7 coverage. As the Senior Manager, Post Incident Review on Strategic Response, you will examine “what happened?” and “how can we do better?” for critical issues across Twitter’s operations, policy, and product teams. You will lead a team of investigators in report writing and briefing senior leadership on root causes to drive change.

What You’ll Do

• Investigate -- you will establish facts, find root causes, and recommend change; you will support data-informed decision-making; you will dissect patterns from high-profile, critical incidents that occur on the platform; you will consult multiple stakeholders and build consensus through positive influence. 

• Build a New Team -- you will lead a new team through initiative and change management; you will establish the team’s vision and goal-setting, standard operating procedures, and roles and responsibilities; you will set new working norms with partner teams while aligning with company OKRs. 

• Drive Change -- you will provide business insights to senior decision-makers and track progress of initiatives launched as a result of your recommendations; you will combat business impediments to Twitter’s Health objectives by solving sensitive problems with global impact.

Who You Are

• Expert communicator -- you have excellent oral and written communication skills; you succinctly present facts and recommendations to mitigate risk that are personalized to individual team objectives; you speak truth to power. 

• Strong business skills -- you quickly and accurately navigate a fast-moving technical environment while identifying how key business drivers relate to each other; you recognize stakeholder needs and how they align with Twitter’s OKRs; you are familiar with common consulting and project management frameworks.

• Team Player -- you synchronize with Policy, Product, and Operations to identify pain points to inform future recommendations; you skillfully navigate the sensitivities of presenting candid feedback while maintaining positive working relationships with partner teams.

• Technical acumen -- you are familiar with the processes, tasks, and tools of a social media company; you are comfortable working with teams of data scientists, software engineers, and product managers.

• 10+ years of relevant experience in investigations, policy, operations, or management consulting.

• Experience leading a globally distributed team; 

• Expert in defining current and desired business states then communicating a plan for change to varied audiences. 

• Proven experience leading through change, developing strategy, and improving policies, processes, systems, and products.

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