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 Launch team partners with product and policy teams to launch, scale, and optimize solutions designed to implement world class customer support and operations for Twitter’s products, applications, and platform. We create clarity and focus for the organization to ensure we are meeting our collective, customer focused goals.  To help us drive our vision forward, we are looking for an experienced delivery-minded Program Manager that can work across a diverse set of partner teams to create and execute specialized project/program plans with speed AND quality.

What you’ll do:

• Lead functional and technical delivery of moderation and policy enforcement solutions for key team-, org-, and company-wide initiatives in critical focus areas supporting healthy participation in the public conversation.

• Work cross-functionally and globally with Policy, Product, Engineering, and other internal organizations to strengthen key partnerships centered on the customer experience.

• Develop detailed analyses to solve complex challenges related to on-platform conversational health and policy implementation.

• Work directly with the Twitter Service global leadership team to help prioritize and execute on organizational strategic objectives.

• Develop and deploy holistic cross-functional strategies to build the necessary support infrastructure to fulfill compliance requirements for emerging statutory regulations.

• Demonstrate in-depth knowledge of process design, driving efficiencies, identifying gaps and implementing improvements.

• Facilitate feedback loops between product, enforcement and policy teams.

• Be an ambassador for keeping users safe on the platform.

Who you are: You have a passion for turning ideas into supportable operations and support experiences. You have years of experience with project management planning and delivery. You can influence without authority and are skilled at communicating across levels and functions. You are always looking to improve processes and are reflective on improving your own processes. You measure effectiveness and you 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.

• Demonstrated experience as a project manager or program manager (operations or support domain), or related discipline within an abuse prevention, policy enforcement, or trust and safety setting

• Familiarity with implementing content moderation and policy enforcement infrastructure.

• Experience helping large organizations navigate through complex change initiatives.

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

• Experience partnering with operations, product and policy teams to define strategy and requirements - simplifying complex ideas into consumable action plans.

• Proficiency in working with operations, policy and engineering teams to design, scope, and shepherd features into production.

• The ability to create business requirements, project/release plans, and roadmaps.

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

• Interest and capacity to coach and mentor project managers and champion growth.

• Experience constructing and executing initiatives for high-volume identity issues and complex compliance issues.

Requirements: 

• Bachelor's degree or equivalent work experience.

• 6-8 years experience in Project or Program Management.

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

• Comfort with ambiguity and an ability to both pivot along with program needs and drive forward in a self-initiated way to achieve effectiveness. 

• Consistent track record of shipping products and processes with broad customer impact.

• Demonstrated self-starter, able to architect processes in a move-fast environment where done is better than perfect. 

• Flexibility; open to changing priorities and managing multiple tasks simultaneously within compressed timeframes.

• Highly skilled with quickly building relationships across a variety of roles and levels, excellent EQ, and strong communication acumen.

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.