We are the Twitter Service team, dedicated to delivering customer service through meaningful connections. Whether we're optimizing operations, guarding the health of the service through scaled enforcement, driving content and support channel strategies, or localizing the product for our global audience, we're with our customers every step of the way.

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, data science, engineers) 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.

• Work across the suite of policies enforced by the team and be able to provide meaningful insights to facilitate operational efficiencies. This includes account and content spam, scams and Application Program Interface (APIs) review.

• Design anti-spam and anti-abuse solutions by collaborating with policy, product and engineering teams to improve our ability to prevent and detect spam

• Collaborate with teams to design, build, and ship API products to external developers

• Solve operational challenges at the source, using data and other innovative solutions in response to on-going issues

• Confidently drive cross functional initiatives and projects from inception through to completion by breaking down complex issues into clear action items and hold others accountable to support 

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

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

• 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.

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 platform manipulation, spam engagement tactics and third party apps 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.

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 platform manipulation, spam engagement tactics and third party apps 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.

• Minimum of 4 years experience in an ops design, enforcement or customer support role focused on spam detection, prevention and remediation, preferably in a fast-paced online support environment

• 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.

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.

Notice (Colorado Equal Pay for Equal Work Act)

The expected salary range for this role to be performed in Colorado is USD$99,000.00 - USD$129,000.00. 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.