Program Manager II, Account Integrity Ops

Company Description

Twitter is what’s happening and what people are talking about right now. For us, life's not about a job, it's about purpose. We believe real change starts with conversation. Here, your voice matters. Come as you are and together we'll do what's right (not what's easy) to serve the public conversation.

The Position

Who we are

We are the Account Integrity Operations team, dedicated to protecting our customer's account security through proactive and reactive enforcement models. We aim to deliver customer service through meaningful connections. Whether we're optimizing operations, guarding the health of the service through scaled enforcement or driving content and support channel strategies, we're with our customers every step of the way.
 

We are seeking an Integrity Operations Program Manager who will be responsible for designing and implementing operational solutions that serve the needs of our customers, stakeholders, legislation, policies, standards, and best practices.

 

What you’ll do

In this role, you will deliver efficient and high-quality Integrity enforcement models, and act as a point of contact for complex, nuanced issues. In addition to this, you will participate in, contribute or lead cross-functional projects with partners throughout the company to implement and operationalize policies and internal tools and product features at scale. You will also become an expert in all account compromise and account access and security issues that we support.

Responsibilities

  • Develop and manage relationships with Product, Policy, Engineering, and other functional teams to develop meaningful and scalable global solutions

  • Design and implement scalable enforcement operations

  • Act as domain expert and point of contact for internal partners and vendor partners to review and analyze complex issues

  • Be able to understand and articulate our enforcement strategies and represent the team in cross functional discussions with key stakeholders

  • Analyze operational reports and dashboards to monitor, investigate and report on trends

  • Lead project initiatives to find new and innovative ways to consistently improve the security of our users along with their experience

  • Manage communication with vendors partners, including answering questions, providing support and working collaboratively on scaling solutions

  • Develop and deliver training on various policies and workflows as required

  • Help define quality review guidelines and perform quality audits as needed

  • Ability to review sensitive and potentially disturbing content including but not limited to vulgar language, hate speech, violent threats, pornography and other graphic images.

Qualifications

Who you are

We’re looking for a passionate team member with excellent communication skills, strong analytical skills, program management in supporting user/consumer operations and of course, tons of enthusiasm for supporting Twitter’s fast-growing user base. You are knowledgeable in the account security space and have a deep understanding of the importance of security and compliance best practices as it relates to account access.
 

If this sounds like it might be you, you probably have:

  • A deep understanding in online account security best practices and operations

  • Experience in handling user reports and/or high-priority support and/or enforcement issues

  • Strong analytical skills, metrics driven and experience in business/data analytics

  • Experience gathering and analyzing data to influence business decisions

  • Excellent written and verbal communication skills, organizational skills, and highly developed social skills

  • Experience supporting high profile and/or publicly visible individuals either directly or in partnership with their representatives

  • Influence and collaboration skills to affect change with cross-functional stakeholders in order to align the support experience with customer needs and priorities

  • Flexibility; open to changing priorities and handling multiple tasks simultaneously within compressed timeframes and under pressure

  • Self-starter and critical thinker with strong analytical and creative problem-solving skills

  • Ability to solve problems creatively and proactively, especially during critical situations

  • Service Cloud admin skills, JIRA and basic programming and/or experience in automation are a plus.

  • Active, passionate Twitter user with a strong interest in social media


Requirements

  • BA/BS degree or equivalent local degree or experience required.

  • Minimum of 4-5+ years of related experience within Identity operations, project or program management, enforcement or customer support role, preferably in a fast-paced online support environment or a role involving vendor relationship management.

  • Ability to travel up to 10%-20% to global offices and vendor locations

Additional Information

We are committed to an inclusive and diverse Twitter. Twitter is an equal-opportunity employer. We do not discriminate based on race, ethnicity, colour, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request an accommodation

Team

Customer Support and Operations

Location

Remote Ireland

 

Application

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