Ad Operations Specialist - Tokyo

Tokyo

Twitter’s Ad Operations team serves as the primary support contact for advertisers and the global sales organization.  As the Twitter Ads business grows, we are expanding our team and evolving internal processes and tooling to ensure continued delivery of prompt, helpful responses to support requests. As a Ad Operations Support Specialist, you will resolve questions, troubleshoot and triage a variety of issues related to billing, account setup, campaign performance, targeting, analytics and more. Just as important, you will proactively identify opportunities for us to run leaner and more efficiently through process and tooling improvements.

You will delight advertisers by providing prompt and thorough support that addresses their issues and helps them unlock the full potential of Twitter Ads. You will continually analyze your workflow and proactively identify opportunities to drive efficiencies by evolving internal processes.  You will serve as a conduit for product feedback, driving awareness of and attention to common questions and friction points. You will own development and optimization of help content resources and training materials for advertisers and internal groups.  You will drive and/or contribute to cross functional projects that elevate the Support team’s effectiveness through evolving tooling, process and reporting as well as launching innovative new support channels and methods.

At Twitter, we believe that passion and personality matter. We’re looking for people that are intensely curious about Internet technology, exhibit a can-do attitude and approach their work with vigor, determination and a sense of fun. Candidates should have demonstrated the ability to learn quickly and work effectively in a fast-paced, rapidly changing environment.

Responsibilities

  • Resolve issues clearly and thoughtfully by asking the right questions and taking the time to craft clear, thorough responses.

  • Design and implement solutions to drive the global Ad Operations team to be more efficient and more impactful.

  • Use data analysis to identify support patterns and product opportunities, serving as the eyes and ears of the Revenue Product team.

  • Proactively remove obstacles and enable forward momentum for Twitter’s Sales teams.

  • Manage Sales-facing communication during engineering incidents.

  • Manage high profile and time-sensitive escalations in a calm and effective manner.

  • Serve as a neutral third party, helping Engineering and Sales prioritize bug fixes and product enhancements by impact.

  • Manage workflow to meet and exceed defined service level agreements.

  • Write clear and helpful content to address common questions and issues.

  • Understand the direct relationship between support efficacy and business performance; identify and drive new solutions to optimize.

  • Directly apply data on team and individual support quality and productivity to guide day to day execution and inform process innovation.

Requirements

  • Bachelor’s Degree required

  • 4+ years of experience in a product-facing role

  • Fluency in both English and Japanese

  • Expertise in Excel and data analysis

  • Excellent verbal and written communication

  • Experience analysing process flows and devising improvement strategies

  • Experience leading cross-functional projects and programs

  • Demonstrated ability to effectively work with, guide and mentor others

  • A passion for problem solving

 

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.

Application

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Twitter does not accept and 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.

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