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.

What You’ll Do

As an Identity Ops Program Manager II you will be expected to provide project management capabilities, effective oversight of day-to-day operations, surface and resolve operational challenges and provide proactive analysis of operational trends. You are a problem solver and innovator. You will be adept at operational design and can work effectively and efficiently to resolve operational challenges and pain points, working across the business to mitigate and prevent recurrence. You will represent Twitter Service across the business in strategic cross-functional initiatives, and influence thinking and decision-making in these forums. You will work closely with stakeholders (e.g. vendor partners, compliance, policy, legal, analytics, management) to ensure the day-to-day operations are running well. You will keep up to date with on-going trends within the identity, integrity and compliance space and apply learnings to our operations as appropriate.

More specifically:

• Work across the suite of policies enforced by the team and be able to provide meaningful insights to facilitate operational efficiencies. This includes account integrity, online identity, TOS appeals and more

• Solve operational challenges at the source, using data and other innovate solutions

• Confidently drive cross functional initiatives and projects from inception through to completion

• Conduct root cause analysis and investigations in response to on-going issues

• Break down complex issues into clear action items and hold others accountable to support 

• Document and track all on-going work and initiatives using Jira or similar

• Analyze customer reports to surface operational trends and improve customer report routing using Service Cloud

• Constantly strive for process improvement whilst keeping the customer at the forefront of your mind

• Support the development and improvement of internal tools by providing operational insights and subject matter expertise.

• Analyze established key volume performance indicators (e.g. total/manual incoming, total/manual solved, AAS, AHT) and collaborate with Business Analysts to investigate root causes of trends and spikes. 

• Own all business inputs for training curricula (knowledge bases, training decks, agent assessments) and ensure our vendor partners are equipped to deliver high quality and consistent training. 

• Turn process improvements suggestions into user stories and create proposals for the most high-impact improvements. You will work closely with product advocates, policy partners and other stakeholders to ensure alignment and visibility of org-wide prioritization, and co-ordinate the delivery of these initiatives. 

• Conduct regular check-ins with your counterparts on both the vendor and Twitter side to share insights, communicate updates and keep stakeholders informed.

Who You Are:

To be successful in this role you will need to demonstrate a broad understanding of various workflows, tools and policies that impact the user support landscape, especially those related to user identity, account integrity and compliance norms and have the ability to apply your knowledge to proactively suggest improvements. When you hit roadblocks you know when to ask for help, but you can also make recommendations and suggest solutions independently. You are data driven and make decisions based on verifiable facts,  rather than making decisions that are intuitive or based on observation. You seek out people across the business and foster relationships with stakeholders in order to learn new things and unblock barriers to success. You test and research possible outcomes, and proactively make recommendations to your stakeholders. You understand how to prioritize and how to optimize the resources you have.

Requirements

• Minimum of 4 years experience in an ops design, enforcement or customer support role, preferably in a fast-paced online support environment or a role involving vendor relationship management

• A strong understanding of operational metrics. Demonstrated ability to use data to make decisions. 

• Excellent written and verbal communication skills and can be trusted to speak on behalf of your core team to represent them to the rest of the Twitter Service team.

• Proven ability to lead large cross-functional initiatives and projects within the team.

• Demonstrated project management, problem solving, risk management and coordination skills.

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.