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.

What You’ll Do

As a member of the Twitter Service Product Operations team, you’ll work closely with a diverse set of stakeholders within our operations, product, legal, policy and engineering teams to influence and shape the support roadmap, illuminate and drive change for key issues. You are an advocate of both end-users and internal business partners who will prioritize product change requests based on key metrics such as customer feedback, issue volume, users impacted and monetary impact. Your role is to provide technical and operational subject matter expertise around a project by developing business requirements and/or functional specification documentation to seamlessly support Twitter users.

Who You Are

We’re looking for an enthusiastic, motivated individual with a technical background and program/project/product management expertise, who excels at solving unique problems with a passion for helping our customers. The ideal candidate has outstanding interpersonal skills and is great at navigating complex issues with a diverse set of stakeholders. This candidate is analytical thinker, detail-oriented, a fast-learner, and thrives in a fast paced environment.

If this sounds like you, you probably have:

• Strong communication skills to represent the voice of internal customers

• Advanced technical skills with the ability to quickly learn and adapt to new tools and processes

• Experience working in a support organization with an understanding of the criticality of internal tooling and workflow efficiency

• Experience partnering with different customers to define business requirements, translate them into technical requirements, and conduct user acceptance testing

• Experience triaging and managing requests or reports 

• Strong project management skills to coordinate launches across operation, product, and legal partners

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

• A proactive attitude to identify business opportunity and autonomously drive ideas forward

• Experience with JIRA, Salesforce, or other business applications

• BA/BS degree

• 3-4+ years of experience in Product Operations, Product Management, Project Management, Program Management, or Management Consulting

• Knowledge or experience working on internal tools in support of an operations team

• Project management skills, with demonstrated experience prioritizing and delivering on a deadline

• Excellent written and oral communication skills, with the ability to build strong relationships with internal stakeholders

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.