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Twitter is committed to serving the public conversation by helping users stay informed, inform others and discuss what matters. A huge part of that is keeping Twitter healthy. Twitter can be fun, enthralling, informative and a place for rich dialogue. But Twitter can also feel unsafe. It’s too often that people are afraid to participate in conversations because they fear abuse and toxic interactions. Additionally, it is difficult for people to determine which accounts are trustworthy and what content is good. Misleading information, impersonation, fraud, spam, platform manipulation all negatively impact the customer experience in myriad ways. These challenges are the basis for why Health has been the top initiative for Twitter. When we add in the current national and global conversation, with the COVID pandemic, civil unrest and the rising tenor of political discourse worldwide, we know that making the Twitterverse healthier is not only a top initiative, but an imperative. 

Who We Are:

We are the Health Design team at Twitter. Our mission is to protect the health of the platform. Our goal is to make Twitter safer for our customers and ensure the information shared is of the highest quality. This includes crafting innovative solutions around misinformation, civic integrity, toxicity, abuse, spam, and more. It also means helping people understand our rules, when we enforce them and why. We are looking for senior or staff level designers to help build out the vision for what a healthy Twitter will look like. This is a very exciting time in Twitter’s Health Transformation, where you will work closely with our product, engineering, research, and policy teams in shaping the strategy and leading teams to ship customer-facing products that empower people to control their experience as they wish, and keep the public conversation safe. 

You are a passionate leader with a track record of crafting customer-centric strategies and shipping products that elevates the customer experience and meet people’s needs. You are a leader who understands service design, has empathy for all our customers, bad and good actors, and holds strong opinions. You love leading teams; you focus as much on the people on your team as you do the work. You sweat the details and have an extremely high bar for design quality. You are able to work cross-functionally and can advocate for design and research in a space that is largely platform and ML driven.

In this role, you will lead 4 pillars: Societal health, Health Empowerment and Interventions, Consumer Privacy and Healthy Content.

PILLAR OVERVIEWS

Societal Health

The first pillar, and a primary area of focus, is to drive strategy and product design for societal health. Societal health includes two pillars: Misleading Information and Civic Integrity. The Misleading Information pillar’s charter is to detect and deamplify unfactual tweets on the platform. This team designs and develops experiences that set context and increase digital literacy when misleading information hits the platform while reducing the amplification of those misleading tweets. These experiences include ideas like prebunking (letting people know what to look out for on topics that are trending high on misinformation) to more severe interventions like disabling likes and retweets, and block content on high-severity labelled tweets.

Another lever in combating political information is to elevate factual content. Civic Integrity is the second pillar in this area. The focus of this work is to design a platform for elections that can span across different electoral systems, globally, where factually correct election information can be easily accessed - through a system of notifications, and a user journey that elevates expert content, provides local election guides, etc. This team builds experiences that keep people informed about key election dates, results and local information (candidates, issues, and propositions). You are someone who is passionate about how and why people spread misleading information and is highly aware of the challenges of our cultural and political dialogue. You are thoughtful about the impact of content moderation on our platform and how it impacts the public conversation.

Health Empowerment and Interventions

The second pillar’s key focus is to drive strategy for healthier user experiences, specifically our bystander and reporter experiences, and safety controls. Empowerment and Interventions currently includes four pillars: Reporting & Appeals, Safety Controls, Restoration & Rehabilitation. The E&I pillar’s charter is to design experiences for those who are reporting unhealthy content or accounts that they encounter on the platform as well as build a suite of safety tools to empower people to protect themselves. This team designs and develops experiences that set context and increase the clarity, ease, and quality of reporting content to Twitter and appealing decisions Twitter makes. You are someone who is skilled at collaborating cross functionality across an organization, comfortable navigating complexity, and passionate about bystander experiences and the experiences of those who are directly experiencing unhealthy interactions on the platform. You are highly empathic to the needs of marginalized communities and the different needs as it relates to a global market and cultures.

Another drive strategy for how we rehabilitate people who have broken our rules / terms of service. Rehabilitation and Restorative Justice includes two primary pillars: Safety Center and Safety School. The R&RJ’s  charter is to give violators a voice and to rehabilitate them (via education and support) before they come back on the platform. This team designs and develops experiences that set context and increase prosocial behaviors  after someone is temporarily suspended from the platform or has their tweets labelled or bounced. These experiences include ideas like Report Center, Safety School, as well as driving net-new concepts. You are someone who is passionate about how and why people violate our policies, deeply understanding the mindset of the spectrum of “bad” actors and is passionate about how to rehabilitate people. You are  highly empathic to this group of people and can bring a service design approach to building net-new experiences across the entire arc of the Twitter experience. From helping prevent violations to educating violators about  our rules, to promoting norms for interacting respectfully on the platform. 

Consumer Privacy:

Consumer Privacy is our third pillar. This team works on both institutional and social privacy needs. Institutional privacy is focused on regulatory requirements (like GDPR or DCMA) as well as helping customers understand how Twitter is using their data and what control they have as it relates to their data. The second focus for the privacy team is what we call “social privacy.” Social privacy is focused on helping customers have more agency over their visibility on the platform. The teeam works on new areas on social safety controls like the ability to block / mute or leave a conversation when it goes south. We want to empower people and give them the ability to protect themselves when they need and to create the Twitter experience that they want (from either “very private” to “completely open.”) 

Healthy Content: Toxicity, Abusive Interactions and Sensitive & Illegal Content

Finally, we are looking for a senior leader to think deeply about product interventions and experiences that will uplevel a healthy experience on Twitter. Unlike adversarial spaces like Spam, this team is exploring norms, behaviors, transparency, and controls as it relates to toxicity, abusive interactions and sensitive & illegal content. Explorations  include educating tweet creators about the consequences of their unhealthy content, reducing its reach, and giving them the ability to tag if what they are posting is violent or sensitive content (which we currently don’t empower people to do.). You will also explore creative ways to reduce consumer’s experiences of toxic or abusive content on the platform. Our goals are to have tweet creators better understand how to tag their content, while providing options on how to control or interact with this type of content. You are someone who is highly experienced at navigating ambiguity, helping drive definition and clarity, and passionate about developing creative ways to cultivate prosocial environments on Twitter. 

We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran, genetic information, marital status or any other legally protected status.

San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records