Support Project Manager, User Services
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 Systems and Tools team ensures that we have right toolings and solution in place 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 Support Project Manager, you’ll work closely with stakeholders within our user operation team, our partnering engineering teams, as well as with Twitter PMs, EMs, Legal, and Policy teams (depending on your role) to determine areas to enhance our agent tools based on business needs and Twitter product launches. Your role is to provide technical expertise to a project by developing a product requirement and/or functional specification document and to ensure a tooling readiness to support Twitter users seamlessly.
Who You Are
We’re looking for an enthusiastic, motivated individual with a technical background and project management expertise, who excels at solving problems and has a passion for helping our customers. The ideal candidate has outstanding interpersonal skills and is great at navigating complex issues & stakeholders. This candidate is detail-oriented, a fast-learner, and thrives in a fast paced environment.
If this sounds like you, you probably have:
Strong communication skills to represent the voice of internal customers.
Advanced technical skills with the ability to quickly learn and adapt to new tools and process.
Experience defining business requirements and developing Product Requirement and Functional Specification Documents for internal tools.
A strong project management skills with Agile and Scrum knowledge.
Analytically focused and able to leverage business insights to make well informed decisions
Experience with triaging and managing bug, system configuration, and testing.
Experience with managing and prioritizing request backlogs.
Experience partnering with different customers and turning their needs into actionable requirements
Experience with JIRA, SalesForce, or other business applications.
BA/BS degree in Information Management Systems or equivalent experience
3 - 5+ years of project/product management experience
PMP or Scrum Master experience or certification is preferred
Excellent written and oral communication skills, with the ability to build strong relationships with internal stakeholders.
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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