The Position
Who we are:
The Twitter Service organization creates meaningful connections with our customers that promote healthy exchange in the public conversation. We do this by developing and operating customer support solutions at scale in a rapidly changing global environment. The Launch team manages key initiatives for the Twitter Service organization, designed to implement world class customer support and operations for Twitter’s products, applications, and platform. We create clarity and focus for the organization to ensure we are meeting our collective, customer focused goals.
We are looking for an experienced delivery-minded individual that can work across teams to create and execute specialized project/program plans with speed AND quality.
What you’ll do:
- Lead functional and technical delivery of key team-, org-, and company-wide initiatives in critical focus areas like site policy launches, world events, and dedicated service programs
- Work cross-functionally and globally with Policy, Product, Engineering, and other internal organizations across Twitter to execute and drive partnerships
- Develop detailed analyses to solve complex challenges related to on-platform conversational health and policy implementation.
- Develop and deploy holistic cross-functional strategies to build the necessary support infrastructure to fulfill statutory compliance requirements.
- Support the organization with adoption of principles including Agile, Project Management and Roadmap Ownership
- Partner with all stakeholders in a program and lead execution from concept to ship
Who you are:
You have a passion for turning ideas into supportable operations and support experiences. You have years of experience with project management planning and delivery. You can influence without authority and are skilled at communicating across levels and functions. You are always looking to improve processes and are reflective on improving your own processes. You measure effectiveness and you make us better month over month. You are a relationship builder who cares passionately about the customer and how we deliver value each day. You have a bias for action and thrive in a matrixed, fast paced environment.
- 6-8 years as a project manager or program manager (operations or support domain), or related discipline within an abuse prevention, policy enforcement, or trust and safety setting
- Familiarity with implementing content moderation and policy enforcement infrastructure.
- Experience partnering with operations, product and policy teams to define strategy and requirements - simplifying complex ideas into consumable action plans
- Proficiency in working with operations, policy and engineering teams to design, scope, and shepherd features into production
- The ability to create business requirements, project/release plans, and roadmaps
- The power to influence peers/managers and build consensus while dealing with ambiguity
- Capacity to own and execute multiple programs simultaneously
- Interest and capacity to coach and mentor project managers and champion growth
- Experience constructing and executing initiatives for high-volume identity issues and complex compliance issues
- Bachelor's degree or equivalent work experience
- 6-8 years experience in Project or Program Management
- Experience with agile software development methodologies and productivity tools. JIRA experience a bonus
- Comfort with ambiguity and an ability to both pivot along with program needs and drive forward in a self-initiated way to achieve effectiveness.
- Consistent track record of shipping products and processes with broad customer impact
- Demonstrated self-starter, able to architect processes in a move-fast environment where done is better than perfect.
- Interest and capacity to mentor project managers and champion growth
- Highly skilled with quickly building relationships across a variety of roles and levels, excellent EQ, and strong communication acumen.
- Active Twitter usage and a fascination with bird names would be feathers in your cap
