Senior Manager, Online Safety Operations

San Francisco, CA

Twitter is seeking a Sr. Manager, User Operations who will be responsible for driving Safety Enforcement Operations and associated project management efforts. You will lead a team of safety enforcement analysts and specialists to launch safety policies and projects and to resolve online safety issues reported by our users. You will collaborate closely with our internal partners to understand and execute on mutual business objectives and you will also work with cross functional stakeholders to respond to online safety issues and escalations.

The position is based in San Francisco, CA.

What You’ll Do:

  • Drive global strategies related to our online platform safety enforcement operations, implementing plans and overseeing the execution of strategic safety priorities.
  • Lead the daily support operations and agent workforce across multiple geographies to support complex user needs, especially related to safety on the platform.
  • Serve as the senior escalation point for high-profile incidents and user issues and work creatively with your team and other stakeholders to resolve them. Learn from past incidents and mitigate future ones.
  • Drive the improvement in SLAs and agent workflow processes to provide timely response to users globally.
  • Remove barriers to success for a high-performing global team of analysts by ensuring that growth and learning opportunities are created and taken advantage of by your team.
  • Set the vision to solve complex challenges involving all aspects of safety operations on the platform.
  • Develop the other leaders on your team by providing mentorship, guidance and career development.
  • Serve as a voice of users for Twitter to drive improvements to platform safety.
  • Work cross-functionally and globally with Trust & Safety, Product Management, Engineering, Policy, 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:

The successful candidate will have an established track record in managing globally distributed operations teams. In addition, the successful candidate will possess the following characteristics:

  • A proven safety and security operations leader, with a high degree of discipline along with passion for improving the consumer experience on platforms
  • Experience with enforcement operations and scaling global teams
  • 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


  • 7+ years of relevant leadership experience in operations, risk, trust & safety, online safety and/or security.
  • A BA/BS degree in Business Administration or Engineering. MBA is preferred, but not required
  • Experience in successfully managing consumer product and platform integrations

Hiring Process

Step 1

After you apply, a recruiter may reach out to you for an introductory call.

Step 2

If your background is a match for the role, you may phone interview with 1-2 people.

Step 3

If you continue through the process, you will come onsite 1-2 times to interview with a total of 5-10 people.


Personal Information

This field is required.
This field is required.
This field is required.
This field is required.
Required field. PDFs only; max file size is 1MB.
Required field. PDFs only; max file size is 1MB.

U.S. Equal Opportunity Employment Information  (Completion is Voluntary)

At Twitter, we have a bold aspiration to reach every person on the planet. We believe that goal is more attainable with a team that understands and represents different cultures and backgrounds and we are committed to an inclusive and diverse Twitter.

This is where you come in! Please take a few minutes to provide us with your information. You are not required to provide this information and you may select “Decline to Disclose”. Your decision to provide information (or not) will not affect your employment or opportunities at 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.

You can view the ‘EEO is the Law’ poster here.

Twitter does not accept any unsolicited resumes from recruiting agencies and will not pay fees associated with any such resumes. Agencies, please do not send resumes to any Twitter location, employee, or email address.

Twitter, Inc. is committed to working with and providing access and reasonable accommodations to applicants with physical or mental disabilities. If you need an accommodation in order to apply for open job opportunities, please submit a description of your accommodation request to This email is only for accommodation requests related to the application process.

Twitter cares about your privacy and protecting your data.  Please click the privacy policy link and acknowledge you have read and understood how Twitter treats your privacy and your data.  

Would you like to receive email communication from Twitter about career opportunities? You may unsubscribe at any time.
Applicant Data - You have a choice. Can we keep your personal data for both the job you are applying for and any other Twitter jobs that we feel you may be a match for? If you choose yes we will retain your personal data for a period of twelve months to consider you for other job opportunities at Twitter.
Analytics - May we use personal data from your resume and application to analyze and improve the Twitter hiring experience.
Thanks for applying!
Submission failed. Please make sure all fields are correctly formatted.

Don't see the right fit?

Check out other opportunities at Twitter.