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.

We are looking for an experienced delivery-minded, program management processes and methods specialist to join our Twitter Service team.  You will provide crucial expertise and mentorship to program managers who are supporting high priority online product, policy, and service launches as well as effectively partner across functional teams to shepherd the organization through complex process improvement and change management efforts.  

What you’ll do:

• Partner with key stakeholders across the company to drive towards problem solving and process optimization

• Improve the consistency, predictability, and efficiency of the organization’s program/project delivery capability, to include clear definition of roles, responsibilities, processes, and approaches

• Own and ensure adoption of core program management lifecycle processes and stage gate discipline

• Develop formalized program management onboarding plans, training courses, and process documentation 

• Build a centralized cohort for program managers across the organization to optimize knowledge management and best practices exchange 

• Define program management core competencies to help guide career development and growth

• Build  bespoke strategies that result in consistent and measurable program output delivery

• Drive toward problem solving and proactive engagement with our internal stakeholders.

• Define clear roles and responsibilities across programs

Who you are:

You have a passion for partnering with stakeholders across organizations to improve processes and optimize delivery.  You have years of experience with maturing project & program management planning and execution. You can influence with authority and are skilled at driving change across different levels and functions. You are always looking to improve processes and you measure effectiveness to make us better month over month. You are a relationship builder who cares passionately about the customer and how we deliver value each day. You have a bias for action and thrive in a matrixed, fast-paced environment.  

The ideal candidate has: 

• 6-8 years program management experience in a global, matrixed company.

• High-impact, strategic change management experience and ability to drive impactful programs or practices in your area of expertise.

• Ability to influence others, push projects forward, and remove roadblocks.

• Strong coaching and mentorship mindset with a high level of comfort guiding and mentoring teams through improvement initiatives.

• Deep understanding of agile project management processes, ceremonies, and artefacts.

• The power to influence peers/managers and build consensus while dealing with ambiguity.

• Ability to context switch and flex daily to drive both tactical needs of the team and executive needs of leadership.

• Ability to continuously improve with a passion for finding operational efficiencies.

• Ability to influence others, push projects forward, and remove roadblocks.

• Excellent presentation, written, and verbal communication skills.

• Excellent problem solving and analytical skills, with attention to detail. 

Requirements: 

• Bachelor's degree or equivalent work experience

• Deep expertise in scoping and executing organizational process maturity efforts at the enterprise level

• Highly skilled with  agile software development methodologies and productivity tools. JIRA experience a bonus

• Consistent track record of landing program management and processes with broad customer impact

• Demonstrated ability to identify and resolve systemic issues

• Excellent organizational, attention to detail, and communication skills

• Active Twitter usage and a fascination with bird names would be a feather in your cap

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.