Twitter is what’s happening and what people are talking about right now. For us, life's not about a job, it's about purpose. We believe real change starts with conversation. Here, your voice matters. Come as you are and together we'll do what's right (not what's easy) to serve the public conversation.

In RevOps, you will be a member of the Global Strategy & Operations team. In your role, you will also take up broad-spectrum special projects ranging from process improvements to metrics reporting and insights collection, capacity planning and resource prioritization. You will work closely with our internal partners to understand and execute on mutual business objectives. 

Twitter’s Ad Operations team serves as the primary support structure for advertisers and the global sales organization. As Twitter Ads grows in markets around the world, we are expanding our team to ensure continued delivery of world-class support operations.

As an AdOps Program Manager, you will be responsible for maintaining and enhancing the quality framework for our different ad support workflows and programs, identifying opportunities to improve our customers' experience, and collaborating with our QA & Learning teams to deliver measurable results.

You will also be responsible for partnering with our vendor teams to improve the onboarding, global staffing, processes, best practices and overall stakeholder and agent experience.

The scale and scope of these initiatives will be such that success delivers measurable increases in top-level team KPI’s and/or Twitter’s business metrics. Achieving this will require innovative thinking, top-notch project management, risk-taking, crisp communication, independent prioritization and effective cross-functional coordination.

You are passionate about customer support quality and have a demonstrated ability to learn quickly and work effectively in fast-paced, rapidly changing environments. You are a great communicator, able to partner with transparency and efficiently liaise with various stakeholders to drive success. You are detail-oriented and capable of quickly learning and applying technical concepts. You exhibit a proactive, can-do spirit and approach your work with vigor and determination.

Responsibilities

• Act as the main point of contact for all of AdOps quality and vendor management needs 

• Manage strategic projects aiming at improving Ad Operations efficiency and service delivery in collaboration with cross-functional teams

• Monitor patterns and identify opportunities to support the AdOps Quality team in providing accurate assessments of our service, including enhancing our quality review processes and structure

• Drive innovative initiatives to improve our ad support quality and our stakeholders’ trust

• Partner with vendor teams to maintain and improve our agent onboarding experience, global staffing needs, and overall agent experience in AdOps

• Consistently collaborate with cross functional teams to achieve your quality and vendor experience goals

• Conduct research studies to understand customer sentiments and satisfaction, and stakeholders support needs.

• Manage relationships with key stakeholders - often including Senior Managers - across Twitter’s Global Revenue Organization

 Requirements

• You have at least 5 years of professional experience, with 2 or more in online/user/ad operations, quality assessment, tech troubleshooting, ad operations support background

• Experience in project management and/or improving operational processes, proactive mindset and problem solving skills

• Experience in Quality assessment or quality-related process improvement, such as quality review frameworks or training processes

• Understanding of vendor/client relationship management, coverage and staffing frameworks

• Understanding of data relationships and capable of making data-driven decisions

• Great communication skills & attention to detail

• Demonstrated ability to work cross-functionally and maintain healthy relationships with stakeholders

• Proactive and able to navigate ambiguous situations with confidence

We're a scrappy team, and we value diverse backgrounds, ideas, and experiences. 

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 status, genetic information, marital status or any other legally protected status.