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.

Twitter is seeking a Quality Program Manager who will help develop the end to end vendor quality program for Twitter Service Content Moderation. You will utilize strategic thinking and analytical capabilities to ensure that vendors are meeting quality standards and SLAs as defined by the operations teams. Through effective project management, you will help define, standardize, and innovate the program across multiple suppliers, locations, and workflows. This is an individual contributor (IC) role. 

What You’ll Do:

• Support global alignment across internal and external stakeholders through proactive communication and facilitation of cross-functional projects.

• Lead and facilitate innovative quality initiatives by developing a deep understanding of key business requirements and maximizing value from vendor partners.

• Consult the organization regarding different aspects of quality and training management.

• Execute a qualitative and quantitative strategy for improving QA, mitigating operational risk and proactively identifying trends.

• Manage relationships with key vendor quality POC’s to ensure quality standards and contractual obligations are being met.

• Leverage metrics, analytics and statistics (sampling, confidence intervals, margin of error) to make informed decisions and to create robust analyses.

• Collaborate with vendor managers to identify opportunities to optimize QA costs.

• Drive projects across cross-functional partners relating to benchmarking quality, identifying thematic gaps and areas of improvement, introducing industry best practices and improving existing processes.

Who You Are:

• Domain Expertise: You have a working knowledge of quality assurance practices. This includes developing and standardizing QA frameworks, implementing strategic sampling practices, and identifying areas of improvement across new and existing vendor engagements.

• Analytical Capabilities: You can leverage data and metrics that enable you to make informed decisions on a day-to-day basis. You are able to build your own reports and dashboards and will use your findings to optimize vendor performance and validate numbers.

• Communication: Exceptional written and verbal communication skills. You can be trusted to speak for and represent the global Vendor Operations team. You seamlessly present ideas and project proposals to all levels of the business. You are proactive and navigate ambiguous situations with confidence and know the right situations in which to raise a red flag to your leadership team. 

• Problem solving: People will come to you with problems that they can’t solve and look for guidance. You research possible outcomes and proactively make recommendations to your stakeholders. You understand how to prioritize across multiple projects. 

• Team Player: You are part of an organization that relies on a lot of mutual trust and respect to get stuff done. You’ll give and take feedback well, learn from your mistakes and operate with a growth mindset.

• BA/BS degree or local equivalent

• 4-6 years of working experience

• Have prior experience (2+ years) building and/or managing a global quality program

• Minimum of one year experience in customer support and/or vendor management

• Experience working with content management systems and/or quality assurance software - QMS (Quality Management System, PlayVox, NICE, Maestro, Calabrio, Novenex, Verint.

• Ability to travel up to 20% to global vendor locations

• Program and Project Management skills 

Preferred Qualifications

• Degree in Business, Statistics, or Data Analytics

• Experience working in hi-tech, online or telecommunications industries

• Experience with Quality Process Outsourcing, Lean Six Sigma, Kaizen or PMP

• Domain and Industry Experience: Background experience with call center services, data analysis, tech troubleshooting, social media / content moderation background

• Active, passionate Twitter user with strong interest in social media

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.