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.

Customer Help & Experience Solutions helps Twitter focus on customers through high-touch support offerings and Voice of Customer insights. In addition to delivering high-touch customer service, and innovating support product solutions around these services, the team is responsible for driving customer insights to action across Twitter. We’re looking for a Program Manager who is passionate about customer experience-focused support and solutions delivery, and who can build effective cross-functional partnerships and ultimately improve the end-to-end support experience for Twitter customers. As a Program Manager, you will drive efforts to provide a seamless support experience for targeted customer segments worldwide, across multiple supported issue types. 

What You’ll Do

• Coordinate and lead complex support delivery efforts to improve support and end-to-end customer experience, including scope alignment with cross-functional partners, design, data collection, data analysis, recommendations and presentation of results.

• Own and report out on the backlog of JIRA projects for Customer Experience teams. Be the point of contact for CX into program management and project tracking XFN partners.

• Scope and provide project management expertise to design, produce and optimize support channels to meet customer needs (ex: automation, new support tools and platforms).  

• Translate analysis into support product and tooling requirements; identify meaningful support experience improvements based on insights surfaced by the VoC team.

• Establish strong relationships with stakeholders to understand priorities, define the roadmap and to collaborate and work with them on programs and actions to improve the customer support experience.

• Consult in optimizing product, usability and user experience design

• Collaborate with leads to prioritize initiatives, see opportunities for improvement and drive their implementation, and continually scale current processes.

• Manage and provide expertise to effectively use tools like Jira, Asana and Confluence and drive the rhythm of business across the team.

Who You Are

• Customer-centric and empathetic mindset, with the ability listen to and represent the voice of internal and external customers

• Strong project management skills to holistically plan milestones and deliverables; excellent organizational skills.

• Analytically focused and able to leverage business insights and metrics to make well informed decisions and drive strategy

• Experience working to deadline, delivering solutions to unstructured business challenges in ambiguous and fast-paced environments

• Experience influencing and earning the trust of senior stakeholders and motivating teams to take action

• Self-starter and an independent thinker who follow-ups on responsibilities in a timely manner

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

Qualifications

• BA/BS degree or local equivalent

• 3-5 years experience in Project/Program Management, Operations, Customer Experience, preferably within a support environment

• Strong knowledge and experience with JIRA and project management applications (e.g. Asana, Confluence) 

• Robust quantitative and qualitative analytical skills, excellent attention to detail, and good business acumen

• Strong communicator with experience in facilitation across all levels; skilled at addressing both large and small audiences across multiple leadership levels and functions

• Proven track record of delivering projects on time, according to requirements and within budget

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. All of your information will be kept confidential according to EEO guidelines.