Who we are

We are the Account Integrity Operations team, dedicated to protecting our customers account security through proactive and reactive enforcement models. We serve the public conversation by elevating notable accounts on the platform, connecting customers to timely information from experts they wouldn’t otherwise have access to as well as remediating and removing misleading and deceptive identities on Twitter. 

We want Twitter to be a place where people can find authentic voices. That means one should be able to trust that the person or organization featured in an account’s profile genuinely represents the account owner.

We aim to deliver customer service through meaningful connections. Whether we're optimizing operations, guarding the health of the service through scaled enforcement or driving content and support channel strategies, we're with our customers every step of the way.

We’re looking for a leader with experience in misleading and deceptive identities in the online space. You’ll own and improve operational work streams and and their associated business requirements covering Account Verification, User and Brand Impersonation and Deceptive Fake Identities across a variety of channels and account types. You’ll ensure that operations scale whilst adhering to security and data protection standards, mitigating any associated risks. You’ll partner and collaborate closely with Product, Trust & Safety, and other operational teams to deliver a better experience for our users, keeping security, compliance and experience at the forefront of what you do. 

Responsibilities

• Manage a team of Program Managers responsible for working across the online identity space

• Facilitate operational decisions to remediate any complex or nuanced vulnerabilities

• Serve as the point of contact for prevention and remediation efforts, including coordinating plans, information sharing, and reporting

• Apply practical and management experience to optimization of processes and tools

• Define the team's roadmap, success metrics, and priorities in close collaboration with other teams and key partners.

• Develop metrics and cadence of ongoing analysis, evaluating performance and ensuring constant optimization for best-in-class account security, operations vulnerability detection and account recovery

• Continuously partner with Product, Policy, Engineering and, Legal to drive improvements across the identity space

Who you are

• Strong leadership and people management skills with a strong track record of building, managing, and motivating a team

• Demonstrated expertise working in complex, cross-functional teams with strong influence, communication, and partnership skills

• Ability to navigate ambiguity, drive clarity, and influence consensus. 

• Ability to synthesize feedback from multiple areas (website, customer feedback, metrics, etc.) to drive continual improvement

• A commitment to constant learning and a desire to develop as a leader and communicator

• Have the technical capacity to partner with tech leads and be comfortable diving into the fray to help drive resolution in the case of incidents

• You possess enhanced knowledge of Two-Factor Authentication, Password Management and Reset Flows, Login and Device Management, Compromised Account Detection, etc.

• Have knowledge of, and understand the challenges faced with online identity from user impersonation to brand safety

Requirements 

• Minimum of 5 years experience in a policy, enforcement or customer support role, preferably in a fast-paced online support environment or a role involving vendor relationship management 

• 2+ years of experience in managing high performance teams 

• You are an expert in the field when it comes to issues like online account security, online identity and other online health related initiatives.

• Customer-first mentality, desire to understand customers’ needs and wants, and delivering a vision for what those customers will want in the future.

• Strong analytic skills and ability to foster a test and learning environment.

• Strong executive presence with ability to clearly articulate an end-state vision.

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 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.

The applicable salary range for each U.S.-based role is based on where the employee works and is aligned to one of 4 tiers according to a cost of labor index in that geographic area. 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. The expected salary ranges for this role are set forth below. These ranges may be modified in the future.

• Tier A: USD $142,000 - $200,000
• Tier B: USD $135,000 - $189,000
• Tier C: USD $128,000 - $179,000
• Tier D: USD $120,000 - $169,000

You can view which tier applies to where you plan to work here. If your location is not listed, please speak with your recruiter for additional information.

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.