Kaizen / Workflow Optimization Manager (U.S. Location Flexible)

  • Full-time

Company Description

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.

Job Description

Are you passionate about driving process improvements with impact to global programs and customers? Do you like to develop relationships with cross-functional teams with the goal of creating customer centric solutions that drive measurable results? Are you a self-starter and open to learning through working hands-on with minimal direction?


At Twitter, we strive to hire the world’s brightest minds, offering an environment in which they can continuously detect, design, and drive solutions to directly improve the content moderation and customer experience space, both for our agents/moderators and customers alike. We do this every day by solving complex business and technical problems with ingenuity and simplicity.


Key Responsibilities

  • Identify and prioritize Twitter process improvement opportunities (reduce handling time, reduce process complexity) in light of the organizational goals and priorities outlined by leadership.

  • Understand day-to-day pain points of our agent and vendor partner workforce and map those issues to potential projects / solutions.

  • Directing our Lean Leads at our vendor partners through systematic deep dives to optimize workflows.

  • Directing and support process improvement projects and cross-functional  Kaizen events.

  • Maintain clear communication with internal/external stakeholders across all levels on program and project progress.

  • Ensure process improvement opportunities are solved at-scale and identify replication opportunities, as applicable.


Basic Qualifications

  • 5+ years of experience in validated experience in business improvement and performance excellence and leading continuous improvement

  • 5+ years of experience to drive improvements through the application of Lean and/or Six Sigma tools and concepts.

  • 3+ years of Extensive experience with project management tools and processes

  • Experience in re-imagining business processes, tools and implementing organizational change

  • Experience communicating and presenting to senior leaders with the ability to influence without authority.

  • Experience in leading people/teams without formal responsibility and building rapport with teams across all levels.

  • Analytical background - seven quality tools, SPC, Hypothesis Testing, Regression Analysis.

  • Six Sigma Green or Black Belt.

  • Effective and collaborative matrix leadership skills with a focus on guiding diverse groups (e.g., cultural, geographical, functional) to achieve excellent results in shared goals

  • communication skills with the ability to distill complexity down to what matters to our partners


Preferred Qualifications

  • Bachelor’s degree 

  • Facilitation skills Ability to identify areas for process optimization, process redesign, and waste reduction and lead from identification to execution.

  • Proven track record of delivering large scale, complex and cross functional projects and programs.

  • Working with a Global Team to achieve goals.

Additional Information

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.

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