Manager, Quality Program Content Moderation (U.S. Location Flexible)
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
Twitter Service is the Heartbeat of Twitter. Twitter Service (TwS) VISION is to directly support the customer and to internally amplify their voice, to ensure their ability to engage in the public conversation on Twitter. To achieve this vision, our MISSION is to: Remove any barriers for our customers in participating in the public conversation by providing help, proactive and reactive enforcement, and customer service that is informed by customers’ expectations and ensures accurate enforcement outcomes aligned to our policies.
The training and quality team within the Twitter Service is on a mission to “Drive flawless customer experience by Providing Best in Class Training and Quality Services”. We aim to improve the agents’ and our policy enforcement performance and quality scores and subsequently the overall customer experience by enhancing our agents’ understanding of Twitter policies through best in class training & quality programs and continuous monitoring of quality scores that feed into data driven training improvements. Training and Quality is a core TwS function and is present in various capacities whenever there is customer engagement, policy enforcement and content moderation practices. We have a global team around the world operating 24/7 to serve our customers.
What you’ll do:
As a program Manager of Quality, you will lead a small cross-functional and global team of project managers to drive both strategic and operational innovation in a fast paced, dynamic environment. You and your team will be responsible for ensuring we have ‘best in class’ quality programs that work hand in hand with the training team to improve our agents' performance and policy enforcement practices. You will be responsible for various aspects of our supplier engagement, including owning the end to end engagement with our BPO vendors with regards to quality services. This will include global program governance, scaling operations, and strategic planning across multiple international sites. The ideal candidate is a seasoned leader and a team player who has extensive experience managing both people and relationships with BPO vendors and internal stakeholders while being a champion for optimizing customer experience. We are looking for someone who enjoys rolling up their sleeves and using data to make informed business decisions.
What You’ll Do:
Refine, scale and manage the end to end vendor quality program for Twitter Service functions
Develop strategies and implement industry best practices into our existing outsourcing operations as it relates to quality services.
Support global alignment across internal and external stakeholders through proactive communication and facilitation of cross-functional projects.
Lead a small team focused on how we audit, how we coach and how we action on what we find
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 productivity and 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.
Through effective program management, you will help define, standardize, and innovate the program across multiple suppliers, locations, and workflows.
Who You Are:
Domain Expertise: You have a working knowledge of quality assurance practices (preferably in social media and content moderation). This includes developing and standardizing QA frameworks, implementing strategic sampling practices, and identifying areas of improvement both in manual and automated customer support processes.
Experience managing and coaching high impact teams
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 and resourcefulness: 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 enjoy collaboration and know how to develop productive relationships with partners
Growth Mindset: You’ll give and take feedback well, learn from your mistakes and operate with a growth mindset.
You enjoy digging into details and operating at the lowest level
You are comfortable pulling data from multiple sources, reading and analyzing data, doing analysis in google sheets, and partnering with analytics partners for more complex analyses. Proficient in SQL.
BA/BS degree or local equivalent
8-10 years experience in customer service quality or BPO management experience as an auditor or in developing QA programs
Have prior experience (3+ years) building and/or managing a global quality program
Experience building and managing global teams
Experience working with content management systems and/or quality assurance software
Ability to travel up to 20% to global vendor locations
Program and Project Management skills
Degree in Business, Statistics, or Data Analytics
Experience working in hi-tech, online or social media 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.