Who We Are

As part of Twitter’s Health Products & Service (HPS) organization, the Strategic Response Team (SRT) is responsible for addressing high-impact incidents and leveraging insights derived from those incidents to drive continuous improvement throughout the organization. The Critical Response Team (CRT)  within SRT delivers the highest tier of support at Twitter by managing the most challenging escalations and crises faced by the company today. The team is globally distributed and maintains 24/7coverage. As Senior Manager for CRT you will lead a team of incident managers who handle a variety of issues impacting platform health – ranging from account integrity to abusive content and interactions, to misinformation. The issues may be sensitive, emerging, or ambiguous, but they require a keen ability to tactically and strategically resolve. You will be a manager of managers leading regional managers across three distinct regions that enable us to provide WW coverage and address the nuance of our globally-focused work. You will also work closely with internal partners to plan and execute on global initiatives. 

What You’ll Do

• Lead the daily support operations and global escalations workforce. 

• Serve as the POC for crises that arise and the full resolution end-to-end supporting our customers on the platform.

• Serve as the final escalation point for high-profile incidents and user issues, and work creatively with your team and other stakeholders to resolve them. You will learn from past incidents and mitigate future ones.

• Drive continuous improvement and deliver against all operational KPIs.

• Remove barriers to success for a high-performing global team by ensuring growth and learning opportunities are created and taken advantage of by your team. You will develop the regional managers on your team by providing mentorship, guidance and career development.

• Serve as a voice of users for Twitter to drive improvements to the platform.

• Work cross-functionally and globally with Product Management, Engineering, Policy, Trust & Safety, Legal, Marketing and other internal organizations across Twitter to execute and drive partnerships. 

Disclaimer: You may need to review or be exposed to sensitive and potentially disturbing content including but not limited to vulgar language, hate speech, violent threats, pornography and other graphic images

Who You Are

• A proven support / content moderation leader, with a high degree of discipline and capability in delivering against ambitious operational goals on a consistent basis.

• High degree of EQ for the workforce, as the environment may present a high degree of challenges and daily pressure. 

• Customer centric and addresses issues and prioritization trade-offs with the user in mind.

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

• Excellent written and verbal communication skills with the ability to present complex ideas in a clear and concise manner to a variety of audiences and a strong track record of delivery of large, cross-functional initiatives.

• The ideal person for this role grounds their decision in data and reasoning, and looks to solve root causes of problems rather than surface issues. They will have an open mind, a natural curiosity, and be humble enough to consider diverse perspectives before forming opinions.

• Ability to build highly effective teams to aid in the delivery of disruptive initiatives

Requirements

• 10+ years of relevant leadership experience in content moderation / support operations

• BA/BS degree; management or business degree preferred

• Escalation / incident response experience highly desirable

• Experience managing / representing cross-functional teams is highly desirable

• English (additional European / Middle-East / Asia Pacific languages desirable) 

All your information will be kept confidential according to EEO guidelines.

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