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 Safety Operations team works closely with policy teams, product and vendor partners to launch, scale and optimize solutions for the enforcement of Safety policies. To help us drive our vision forward, we are looking for an experienced, data-driven and solutions-oriented individual that can work across teams to ideate and execute Safety solutions with speed and quality. We’re looking for someone who can lead cross functional projects and innovative operational solutions to solve new unique problems in the ever changing world of social media, and to implement and operationalize policies and internal tools and features.

What You’ll Do

• Support the manager and the User Operations leadership team to deliver on the strategic direction of the team.

• Lead key cross functional service initiatives through planning, tracking, and driving execution. 

• Act as domain expert, understand and articulate our enforcement strategies and represent the team in cross functional discussions with key stakeholders. 

• Partner with internal teams to review and operationalise new and updated policies

• Manage communications with vendors and internal escalations teams, including answering questions, providing support and working collaboratively on scaling solutions.

• Monitor operational performance towards key metrics, investigate root causes of trends and spikes, and execute initiatives to increase operational effectiveness.

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

• Actively contribute to improving policies, tooling and operational design to increase enforcement quality and reduce risk. Influence new strategies and tactics using analysis and impact metrics to support your positions.

• Investigate and resolve high-profile issues thoroughly, and turn around any incidents or negative trends in operational work. 

• Develop and deliver training on various policies and workflows to large global teams.

• Facilitate feedback loops between enforcement and policy teams.

• Help define quality guidelines and perform quality reviews as needed. 

What You Have

• Experience in handling user reports and/or high-priority support and/or enforcement issues

• Strong experience analyzing and using operational metrics to identify the root cause of problems, translating trends into actionable insights, and delivering process improvements at-scale

• Influence and collaboration skills to affect change with cross functional stakeholders in order to align the support experience with customer needs and priorities

• Flexibility with changing priorities and managing multiple tasks simultaneously within compressed timeframes

• Experience with working on projects both independently and within a cross-functional team environment

• Ability to communicate complex ideas concisely and clearly, and to solve problems collaboratively and proactively

• Self-starter and strategic thinker with strong analytical and creative problem-solving skills. Able to use insights gained to deliver solutions at scale.

• Experience working with JIRA, Tableau, or similar ticketing and analytics software. Service Cloud admin skills, basic programming and/or experience in automation a plus

• Ability to operate in an ambiguous, fast-paced, global, result oriented environment

• Experience working in an online operational environment, or in process design. Familiarity with Lean, Kaizen, or Agile methodologies.

• Some experience working with SQL or on large data sets.

• Ability to review sensitive and potentially disturbing content including but not limited to vulgar language, hate speech, violent threats, pornography and other graphic images

Requirements

• BA/BS degree or equivalent local degree or experience required

• Minimum of 4-5+ years of related experience within policy and online operations, project or program management, preferably in a fast-paced online support environment or a role involving vendor relationship management

• Ability to travel up to 10%-20% to global offices and vendor locations

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.