Senior Manager, User Operations (Policy Enforcement)

The Position

The User Operations team is at the very center of this work. This team works closely with policy teams, product, and vendor partners to launch, scale, and optimize solutions for supporting Twitter users. These solutions range from proactive efforts to safeguard our customers, to reactively investigating and actioning reported issues.   We execute through both automation and large scale content moderator operations.  To help us drive our vision forward, we are looking for an experienced, data-driven and solutions-oriented individual that can work across teams to ideate and execute operational solutions with speed and quality that are in the specific issue areas of safety and misinformation just to name a few.

 

Are you excited by challenging problems that require a multi-disciplinary approach and creative solutions? Does the idea of growing the collective health, openness, and civility of public conversation on Twitter interest you? If so, you should join us

 

What you will do: 

We’re looking for an experienced leader for our Global Scaled User Operations team to direct the development and implementation of scaled operations related but not limited to our policies related to misleading information, civic integrity, and media manipulation. You’ll be responsible for developing the strategy for using innovative operational solutions to solve new unique problems in the ever changing world of social media. This particular problem space is unique in that the range of potential actions will span not just from proactive to reactive and from automated to content moderator executed actions, but will also contain one of the widest range of potential content moderator activities within a given issue area.  We need to conceptualize and operationalize work that may range from the simplest binary decision against specific criteria, to multi-faceted investigations involving both data and judgement and be able to seamlessly execute within an integrated operation.

Qualifications

You will: 

  • Define the strategic direction of the team and define short- and long-term objectives in support of both department and company overall goals.

  • Partner with internal teams to review and approve new and updated policies related to misleading information, civic integrity, media manipulation, and other policies that require innovative solutions to moderation

  • Develop strategies for implementing at scale operational solutions that require innovative solutions to content moderation and customer issues

  • Partner with other numerous cross functional partners to help craft a holistic approach to tailored solutions to new challenges across product, policy, investigations, and enforcement.

  • Shape the strategies, and strengthen the rigor of our global service operations, while anticipating and mitigating risks.  

  • Lead key cross functional service initiatives through planning, tracking, and driving execution. 

  • Design and scale our operations to keep up with user growth, new products and policies.

  • Drive effective teamwork, communication, collaboration, and commitment across multiple groups with competing priorities.

Who You are

  • Track record of leading and implementing meaningful and innovative customer obsessed initiatives

  • Passion for scaling operations, and driving constant improvements.

  • High sense of ownership and bias for action.

  • Strong business skills. Ability to identify and teach key relevant operational concepts. 

  • Excellent oral and written communication skills, as well as ability to prepare and present strategy white papers. 

  • Ability to operate and lead others in an ambiguous, fast-paced, global, result oriented environment.

  • Ability to influence decision-making across teams and levels, both strategically and tactically.

  • Strong leadership skills and ability to readily define team priorities and eliminate barriers to success.

  • An entrepreneurial mentality. 

  • A problem-solver and collaborator

  • You are comfortable working with multinational teams.

  • You are open to international travel.

Requirements

  • 7-10+ years of experience in operational leadership roles with specific program ownership responsibilities in fast paced environments. 

  • Proven experience (7+ years) working on relevant issues (security, anti-spam, safety, and/or content policy), preferably at an internet or technology company.

  • Geopolitical knowledge of and 3+ years working on online security, safety, and/or policy issues.

  • Preferred Masters degree in Business Administration, Economics, Engineering or equivalent Industry knowledge and experience

  • Track record of managing multiple teams, mentoring managers and individual contributors.

  • Ability to travel 20-25% to global locations

Company Description

The Twitter Service organization creates meaningful connections with our customers that promote healthy exchange in the public conversation. We do this by developing customer support solutions at scale in a rapidly changing and global environment. Whether we're optimizing operations, guarding the ability of customers to safely use Twitter through investigation of and  enforcement against those who violate our terms, or driving content and support channel strategies, we're with our customers every step of the way.

Additional Information

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.

Team

Trust and Safety, Customer Support and Operations

Location

Washington, Atlanta

 

Application

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