Twitter is seeking a Shared Services Operations Analyst who will be responsible for driving operations, improving processes, and managing vendors within our Revenue Operations (RevOps) team. 

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 capacity planning and resource prioritization. You will build and execute core operational processes - such as business planning, reporting, and ongoing business operations management. You will work closely with our internal partners to understand and execute on mutual business objectives.

What You’ll Do: 

Cost & Operational Analysis 

• Streamline the business process and daily activities, optimizing costs and instilling financial accountability for program spend and headcount. 

• Provide insightful analyses (operations-based and financial) to optimize the Shared Services team for cost-efficient and high-quality customer support, including evaluating and introducing new metrics as appropriate. 

• Build out business growth and cost models for initiatives and provide recommendations on prioritization to maximize return on investment and resources.

• Build and refine Tableau dashboards that reflect global vendor performance to ensure 

Process Improvement & Automation 

• Drive strategic initiatives to improve service delivery, including implementing innovations and process excellence and quantifying the impact of these initiatives.

• Execute on building process improvement solutions through use of advanced formulas, macros, and scripting capabilities. 

• Continuously strive towards improving efficiency, reducing waste and adding value to existing processes and workflows.

Vendor Management 

• Drive workforce management of BPO vendors, including collaboration with vendor counterparts in regards to onboarding and offboarding of agents, process excellence and improvements, and infrastructure support.

• Conduct research studies to understand customer sentiments and satisfaction

• Facilitate innovative initiatives by developing a deep understanding of business requirements and maximizing value from vendor partners.

Who You Are:

• Strong communication skills, both written and oral, including presenting complex analyses simply to different audiences

• Exceptional analytical and problem-solving skills

• Proficient with Tableau, with as basic SQL/querying abilities and experience with data visualization. 

• Highly proficient with Excel, some experience with advanced formulas, macros, and scripting capabilities as well 

• Great demeanor and partner-facing attitude, including being reliable, helpful, and efficient

• Ability to create and foster strong collaborative relationships with key stakeholders

• Highly organized and detail-oriented, with a bias for action

• Proactive and able to navigate ambiguous situations with confidence 

Requirements:

• 4+ years of relevant experience in operations, finance, or strategic planning

• BA / BS degree with record of achievement

• Ability to travel up to 15% to global vendor locations

Bonus Points if you have:

• Experience in management consulting or business strategy / operations / planning

• Experience with Google App Script / VBA / Javascript / HTML

• Experience building data models, creating Tableau Visualizations, and/or writing SQL queries

• Experience with Business Process Outsourcing, Lean Six Sigma, Kaizen or PMP

• Domain and Industry Experience: Background experience with call center services, data analysis, tech troubleshooting, social media / content moderation background

• 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.

San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.