Program Manager I, Media Operations
Do you love the internet, technology, and media? Do you have a passion for keeping users safe online while allowing the weirdness and freedom of the internet to shine? Do you love solving hard problems for questions no one has answered or yet asked?
We’re looking for a highly motivated, goal-oriented, team player to join our Media Operations team. Success in this role requires someone who is curious, analytical, disciplined, proactive, and has a knack for managing multiple tasks efficiently. The team is tight knit but spread around the world and so we value a healthy combination of independence and teamwork.
Please note that this position involves exposure to sensitive, illegal and graphic content including but not limited to vulgar language, misinformation, depictions of violence, pornography, and other graphic media.
The Twitter Service organization is the heartbeat of Twitter creating meaningful connections with our customers that promote healthy exchange in the public conversation. We do this by developing customer support and enforcement solutions at scale in a rapidly changing and global environment. Whether we're optimizing operations, guarding the health of the service through proactive and scaled enforcement, or driving content and support channel strategies, we're with our customers every step of the way. We love what we do, and our team has a ton of fun along the way. Within Twitter Service the Media Operations team works to scale enforcement and appeals for audio visual and Illegal content.
What You’ll Do:
As a Media Ops Program Manager , you will work closely with the rest of the Media Ops team to ensure day-to-day operations are running well. Additionally, you will assist key stakeholders (e.g. vendors, policy specialists, product managers, engineering, and more) to ensure new policies and products are launched quickly and efficiently. You will proactively make changes that improve team operations and reverse negative trends. You will handle high-priority user escalations and edge cases as they come in.
In this role we are also looking for someone to help manage the expansion and maturity of the global Media Operations escalation team of vendor and contract specialists. You will be expected to assist with defining and maintaining training programs, SLAs and team schedules as well as managing the Americas team once prepared.
Lead daily media enforcement operations and agent workflows across multiple markets responsive to complex user escalations and reports, especially related to media on all Twitter owned platforms.
Monitor established key volume performance indicators (e.g. SLA, total/manual incoming, total/manual solved, AAS, AHT), investigate root causes of trends and spikes, and maintain team’s performance
Take part in the global on-call rotation as needed, and respond to cases in any high-priority escalations.
Use subject matter expertise, signals, and insights to design and implement scalable solutions to improve our team’s support and overall Twitter safety
Act as a global and NA domain expert and point of contact for internal partners and vendor partners to review and analyze safety and abuse reporting on the platform.
Assist local and global strategies related to our online media operations, implementing plans and overseeing their implementation.
Provide expert input for training material (decks, facilitator guides, knowledge bases, agent assessments) and ensure trainers on the vendor team are equipped to deliver a high quality and consistent training experience.
Deliver trainings on various policies and workflows to large global teams
Report issues with internal tools to engineering and product operations teams and scope out tooling improvement requirements
Manage communication with vendors and internal escalations teams, including answering questions, providing support and working collaboratively on scaling solutions
Support project initiatives to find new and innovative ways to consistently improve safety efforts, response times and support to users
Please Note: Health in all aspects is a top priority for the team. We strive to ensure your boundaries are respected and you have the time to step back when necessary. However, acknowledging the subject matter and content handled by Media Operations, it is impossible to completely avoid sensitive topics. The Media Operations team handles some of the most serious and difficult policy areas on our platforms including child safety, violent extremism, and other illegal or regulated activities. You will need to review or be exposed to sensitive and potentially disturbing content including but not limited to vulgar language, hate speech, depictions of violence, pornography and other graphic media.
Who you are:
We’re looking for a passionate team member with excellent communication skills, strong analytical skills, experience in supporting user/consumer operations and, of course, tons of enthusiasm for helping people and supporting Twitter’s fast-growing user base.
What you have:
Experience in handling user reports and/or high-priority support and/or enforcement issues
Strong analytical skills, metrics driven and experience in business/data analytics
Excellent written and verbal communication skills, organizational skills, and highly developed social skills
Experience supporting high profile and/or publicly visible individuals either directly or in partnership with their representatives
Influence and collaboration skills to affect change with cross functional stakeholders
Flexibility; open to changing priorities and handling multiple tasks simultaneously within compressed timeframes and under pressure
Ability to solve problems creatively and proactively, especially during critical situations
Experience driving large cross-functional projects across different timezones; familiarity with project planning methodology
Experience working with Service Cloud, JIRA, Tableau, or similar software. Service Cloud admin skills, basic programming, SQL and/or experience in automation a plus.
Intellectually curious and able to quickly learn new systems and processes.
Active, passionate, Twitter user or a strong interest in social media
BA/BS degree or equivalent local degree or experience required.
1-3+ years of related experience with content moderation or online operations or with project and program management, preferably in a fast-paced online support environment or a role involving vendor relationship management.
Experience with live video and/or illegal content is a huge plus.
Ability to work alongside technical stakeholders including Product and Engineering to define tooling requirements and understand technical and product processes.
Working hours may vary depending on business need, on call or weekend work may be required.
Ability to travel up to 10-20% to global offices and vendor locations
Additional Preferred qualifications
2+ years experience involving vendor relationships from the customer side or the creation of training, workflows and processes.
Experience managing contractors or full time staff.
Experience working with new product rollouts and defining launch requirements for safety or enforcement.
Experience in the field of study and/or professional experience in promoting online safety, child safety online, and/or countering violent extremism.
All your information will be kept confidential according to EEO guidelines.
Here’s all the legal good stuff: We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran, genetic information, marital status, or any other legally protected status.
San Francisco applicants: pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.