User Services - Director, User Operations
Who We Are
The User Services team helps the world enjoy Twitter by highlighting the best of our platform and providing continual support around the clock. We're the voice of the user at the company, working with product teams to provide insight that drives innovation. We give people the tools to use Twitter like a pro and we strive to fuel the best user experience possible. We love what we do, and our team has a ton of fun along the way.
What You’ll Do
User Services are looking for a Director to lead its User Operations team. User Operations are a globally distributed team tasked with ensuring the delivery of fast, high quality support to Twitter’s users in collaboration with our vendor partners. This role requires you to be an exceptional, experienced leader who can set vision and strategy as well as oversee execution on the ground.
In this role, you will be the global lead for the User Operations team. Your role will include: mentoring, managing and developing the User Ops leadership team; ensuring cross-functional alignment across multiple projects and initiatives; setting of delivery standards, SLAs and KPIs for our vendor partners
This role provides a unique opportunity to have a deep and lasting impact, working closely with cross functional leaders across teams like product, policy and engineering on some of the most challenging and interesting problems across the business today.
You will be the global lead for the User Operations team, reporting into the VP of User Services.
You’ll work as part of the User Services leadership team in setting global strategies for success, building the implementation plans and overseeing execution.
You will be directly accountable for the performance and impact of these strategies against team, organizational and company objectives.
You will remove barriers to success for a high-performing global team of analysts by ensuring growth and learning opportunities are created and taken advantage of by your team. You will develop the other leaders on your team by providing mentorship, guidance and career development.
You will act as the final escalation point for high-profile incidents and user issues and work creatively with your team and other stakeholders to resolve them. You will learn from past incidents and mitigate future ones.
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 high-performance globally distributed operations teams. Additionally, the candidate will be able to demonstrate: significant experience developing consumer services at a large scale, strong technical knowledge and judgement, exceptional attention to detail, excellent project management skills, great communication skills, the ability to work well autonomously, and a motivation to achieve results in a fast-paced environment.
BA/BS degree or local equivalent required. MBA preferred.
The key requirement for this position is established skill in building, growing, and managing high-performance globally distributed organizations through team leaders to deliver innovative, meaningful and effective support in a rapidly evolving environment.
10+ years of leadership/management experience in online operations or a closely related discipline, in roles where you managed other managers; experience in a global high tech or other fast-paced, disruptive environment strongly preferred
You will be very familiar with the BPO industry and have hands-on experience with large global outsourced operations in areas such as content review, user/customer support, software QA, finance or IT. Experience with multi-vendor environments is strongly preferred.
You will be joining an organization that relies on a lot of trust and respect to get stuff done. The right person will be a natural leader with the ability to set and drive strategy while also maintaining a deep end-to-end understanding of all key processes. They will connect people and ideas, unlocking hidden potential in their org and beyond.
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.
Proven track record in crisis/issue management
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.
Proven experience removing cost from manual operations while adopting increasing levels of automation of workflows
You’re a natural at building consensus and influence among partners and cross functional teams. You manage up and across the business with confidence, while maintaining strong and trusted relationships with your stakeholders.
We’re a global team, and we highly value regular face-to-face interactions. You’ll need an ability and willingness to travel approximately 25% of time
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.
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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