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 Twitter Service organization provides high-quality support to Twitter’s customers. We enable people and brands around the world to enjoy Twitter by removing barriers to participation and highlighting the best of our platforms. We are here to serve the public conversation and we do so vigorously. We innovate, experiment, and are always looking for new ways to be better. We are seeking a Business Operations and Strategy program manager to help drive our week-to-week strategic deliverables for items like planning, business reviews, key events, and strategic organizational projects, as we seek to transform and evolve our services.

What You’ll Do:  

You will report to the Business Operations and Strategy Lead, and ensure our team is tracking and hitting our key dates and deliverables in order to drive business operations and strategy for this critical part of Twitter. You will partner heavily with TwitterService leadership, internal comms, and XFN business operations partners and program managers. Specifically, you will:

• Track key timelines and associated deliverable dates for the iteration and implementation of the Business and Operations Strategy for TwS that builds upon past successes and lessons learned to help the org evolve into its full potential.

• Contribute to our operational norms and drive our operational cadence, focusing on productivity, budgeting, planning, and building alignment with our cross Company partners

• Ensure we’re on track for end-to-end processes aimed at improving productivity and outcomes in areas such as but not limited to: cross-functional partner relationships, talent planning, budget tracking, business portfolio health, Mergers & Acquisitions, and OKR/goal tracking.

• Develop processes for TwS to use that will drive clear visibility into global deadlines, provide a clear line of sight and horizon for work.

• Program manage the overall quarterly and company-wide planning processes in partnership with the Confidence Business & Objective Operations Team.

• Drive effective cascading communications with the TwitterService organization, and help drive the leadership-team’s accountability and follow-through. Work with team leads to assist in building comms programs and core team events that will establish a sense of trust across our organization.

• Bring key insights and trusted independent advice by proactively flagging risks and opportunities for improvement; serve as a consultant and trusted advisor.

• Be a founding member of the TwS Business Operations team with shared ownership of our team's ability to function at the highest level of performance

• 4+ years strategy, operations or customer-service, and program-management experience

• Deep customer obsession

• Passion for developing organizational capabilities at scale

• Experience developing and driving company-wide and organization-wide programs

• Experience working in tech, preferably companies in-between the start-up and established-company stage.

• Experience in organizational change across a distributed team

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.