Sr. Business Analyst, Strategy Operations
Who We Are
The User Services team develops support solutions at scale in a rapidly changing global environment. We enable users around the world to enjoy Twitter by removing barriers to consumption and highlighting the best of our platform. Within User Services, the Strategy Operations team ensures that we have the right analytical insights and tooling to support Twitter users around the world, covering a broad scope of issues and user types in multiple languages.
What You’ll Do
As a business analyst you will help us intelligently scale and analyze our operations. This person will use data to provide insight into our workflows, measure and forecast case volumes across several functions and timezones, and make recommendations for product and process improvements. The ideal candidate is a team player who enjoys analyzing and interpreting data to inform business decisions and streamline operations.
Collaborate with cross functional teams across User Services and external stakeholders to understand how the business operates and recommend strategies and efficiency optimizations using data driven insights
Analyze and report on a variety of different products owned & utilized by the User Services Department such as the Help Center, Translation tools, Administrative & agent tools etc.
Analyze, visualize, and provide analytics dashboards and reporting solutions on a variety of different products owned & by the User Services Department such as the Help Center, Translation tools, Administrative & agent tools etc.
Develop quantitative models utilizing analytical tools, statistical rigor and data mining capabilities to drive efficiency
Assist with capacity planning by providing accurate volume forecasts and staffing models for backlog management
Help project managers & operational teams establish benchmarks, inputs and KPI’s for new programs
Communicate fearlessly! Lead regular metrics meetings and communicate to both technical and non-technical audiences
Partner with engineers to make recommendations about how to log, store, and build data architecture for storing large amounts of data
Conduct deep dives & analytical investigations into inconsistent trends in data
Who You Are:
You have a real passion for data analysis, impeccable attention to detail, excellent communication skills and, of course, tons of enthusiasm for helping Twitter provide unwavering support to its growing global audience.
To be successful in this role you will need to gain a deep understanding of most workflows, tools and policies across the team and be recognized as a specialist when it comes to measuring and analyzing the KPIs (Key Performance Indicators) for the department. You are able to apply your expertise to proactively suggest high-impact improvements and partner with multiple stakeholders to make recommendations to improve the business. You are detail oriented and always uphold a high level of data integrity to your analyses and findings. When you hit roadblocks you get creative by seeking out innovative solutions. You understand how to prioritize and how to optimize the limited resources you have.
BA/BS degree or local equivalent required. Preferred degree in business, statistics, or data analytics
4+ years of relevant analytics or Business Intelligence work experience
Proficient in using Excel, Tableau, SQL or similar tools for data extraction, manipulation and analyses; Google Analytics experience is a plus
Familiar with customer support operations; experience working in (or doing analysis for) Support departments a plus; experience with online help systems a plus
Strong organizational and project management abilities, with a proven track record of being able to manage multiple projects and tasks simultaneously to successful completion
You can independently translate data trends into actionable process advancements and identify areas for improvement. You use data and metrics to complement your proposals and back up your ideas.
You are an excellent communicator with strong presentation skills
You must be able to work in a fast-paced, rapidly-changing environment with multiple stakeholders
You must be comfortable with possible exposure to sensitive and potentially disturbing content including but not limited to vulgar language, hate speech, violent threats, pornography and other graphic images
You are an active, passionate Twitter user with strong interest in social media
We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any 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.
After you apply, a recruiter may reach out to you for an introductory call.
If your background is a match for the role, you may phone interview with 1-2 people.
If you continue through the process, you will come onsite 1-2 times to interview with a total of 5-10 people.
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