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.

Who we are

Twitter Service is the Heartbeat of Twitter. Twitter Service (TwS) VISION is to directly support the customer and to internally amplify their voice, to ensure their ability to engage in the public conversation on Twitter. To achieve this vision, our MISSION is to: Remove any barriers for our customers in participating in the public conversation by providing help, proactive and reactive enforcement, and customer service that is informed by customers’ expectations and ensures accurate enforcement outcomes aligned to our policies. 

The training and quality team within the Twitter Service is on a mission to “Drive flawless customer experience by Providing Best in Class Training and Quality Services”. We aim to improve the agents’ and our policy enforcement performance and quality scores and subsequently the overall customer experience by enhancing our agents’ understanding of Twitter policies through best in class training & quality programs and continuous monitoring of quality scores that feed into data driven training improvements. T&Q is a core TWS function and is present in various capacities whenever there is customer engagement, policy enforcement and content moderation practices. We have a global team operating 24/7 to serve our customers. 

What you’ll do

As an instructional designer, you will design and develop learning materials to support the full suite of Twitter Service’s customer service programs. This will require you to be an exceptional designer, capable of eliciting information from key stakeholders or researching a new topic, and translating it into cogent and compelling learning content. You will apply the voice of Twitter to all that you do and you’ll have a strong visual aesthetic with experience in designing multimedia and video as well as classroom materials and facilitator guides. You’ll partner closely with Training & Quality Program Managers in developing world-class training materials and training programs. 

The ideal candidate is a good multi-tasker and a team player who has extensive experience creating learning materials and building/maintaining relationships with external and internal stakeholders while being a champion for optimizing customer experience. 

Profile:

• Proactive individual with strong execution and service orientation.

• Effective partner for stakeholders and sponsors across the company and at all levels.

• Strong project management discipline for setting expectations, execution and resolving issues.

• Ability to extract knowledge from Subject Matters Experts and design for ease of learning.

• Innovative design approach that is not constrained by what is today or tools available.

• Thorough knowledge of learning management systems, and an excellent understanding of processes and standards for planning and implementing instructional design in an LMS

What you’ll do:

• Contribute instructional design expertise to the overall program design, collaborating effectively with the Training Program Manager and User Operations teams

• Manage stakeholders and subject matter experts in the content development process, ensuring alignment, engagement and expectation management

• Develop content through independent research or by interviewing internal subject matter experts or a combination of both

• Design and develop live virtual learning and classroom materials including slide decks, activity sheets, facilitator guides

• Design and develop online learning modules using authoring tools such as Adobe Suite, Articulate Rise, Storyline and Camtasia

• Collaborate on identifying the ways in which the LMS can advance agents teaching goals, and expand learning activities, assessment strategies and collaboration opportunities

• Direct video shoots and manage vendors in the development of high-end multimedia content; providing detailed scene-by-scene storyboards and visual direction

• Design content across the full range of Twitter Service programs including new hire onboarding and tools

• Create and track performance metrics to assess the effectiveness and success of the new learning material and methods 

• Communicate fearlessly! Open, concise, accurate and timely communication with your team is a must

• 6+ years learning design experience  

• Proven skills in instructional design for classroom and online delivery

• Experience in engaging stakeholders in learning projects  

• Project management experience; familiar with content design lifecycle

• Collaborative, team player with a strong focus on delivering to have an impact

• Strong knowledge of training best practices, learning designs and optimizing training delivery methods 

• Experience in engaging multiple stakeholder groups in learning projects

• Proficient user of Adobe Suite, Articulate Rise, Storyline and Camtasia

• Active, passionate Twitter user with strong interest in social media

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.

Notice (Colorado Equal Pay for Equal Work Act)

The expected salary range for this role to be performed in Colorado is USD$86,000.00 - USD$112,000.00. Starting pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. This range may be modified in the future.

This job is also eligible for participation in Twitter’s Performance Bonus Plan and Equity Incentive Plan subject to the terms of the applicable plans and policies.

Twitter offers a wide range of benefits to U.S.-based employees, including medical, dental, and vision insurance, 401(k) program with employer match, generous time off for vacation, sick time, and parental leave. Twitter's benefits prioritize employee wellness and progressive support to our diverse workforce.