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.

Who We Are:

The teams in Twitter Service (TwS) are on the front lines of creating the best possible experience for Twitter Customers by creating an excellent support experience through both direct interactions and scalable solutions. 

Twitter customers generate many terabytes of data every day; The TwS analytics team is at the intersection of all this data and strives to make it actionable to all business units within TwS. We build real-time and offline solutions to make data accessible and reliable -- and then apply them to the most critical and fundamental analytical problems to guide TwS business decisions via observational analyses, trend analysis, modeling, and new measurement strategies. 

What You’ll Do:

We are trying to improve the customer experience while raising the bar on operational excellence. To improve something, we need to be able to measure it. You will enable better measurements and ensure measurement accuracy so that we know where we are doing well and where we want to improve.

You’ll partner with Product, Technology, and Ops leaders to turn business problems into data problems and demonstrate creativity by using existing data to solve those problems. Below is an example of a few things that you will drive

• Collaborate with internal and external business partners to identify opportunities, understand objectives, and rationalize efforts to support strategic business objectives w/ both short-term and long-term deliveries in an environment with high SLA expectations

• Write well documented code that can be shared and used across teams, and can scale to be used in existing products. SQL, Advanced Python  (descriptive / predictive models), Data Visualization.  Working knowledge of Hadoop, Google BigQuery, Presto, Vertica

• Apply your expertise in quantitative analysis, data mining, and the presentation of data to uncover unique actionable insights about customer service, health of public conversation and social media   

• Inform, influence, support, and execute analysis that feeds into one of our many analytics domains - Customer analytics, product analytics, business operation analytics, cost analytics, media analytics, people analytics

• Select and deselect analytics priorities, insights and data based on ability to drive our desired outcomes

• Own the end to end process, from initiation to deployment, and through ongoing communication and collaboration, sharing of results to partners and leadership

Soft skills: 

• Ability to communicate findings clearly to both technical and non-technical audiences and to effectively collaborate within cross-functional teams

• Working knowledge of agile framework and processes

• You should be comfortable managing work plans, timelines and milestones 

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.