Program Manager Ii, Safety Operations

Company Description
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 health of the service through proactive and scaled enforcement, or driving content and support channel strategies, we're with our customers every step of the way.
The Safety Operations team works closely with policy teams, product and vendor partners to launch, scale and optimize solutions for the enforcement of Safety policies. To help us drive our vision forward, we are looking for an experienced, data-driven and solutions-oriented individual that can work across teams to ideate and execute Safety solutions with speed and quality. We’re looking for someone who can lead cross functional projects and innovative operational solutions to solve new unique problems in the ever changing world of social media, and to implement and operationalize policies and internal tools and features.
**Job Description**:
- Develop a deep understanding of safety policies, tools, workflows, and metrics. Act as domain expert and functional specialist for global stakeholders.
- Drive initiatives that center around the customer experience and improve policy efficacy, tooling and operational design to increase enforcement quality and reduce risk.
- Influence new strategies, product launches and tactics using analysis and impact metrics to support your positions.
- Articulate our enforcement and product strategies and represent the team as a functional specialist with stakeholders. Set priorities and effectively lead and execute cross-functional projects to further our strategic goals.
- Demonstrate in-depth knowledge of process design, driving efficiencies, identifying gaps and implementing improvements.
- Manage communications with vendors and internal escalations teams, drive root-cause-analysis for high visibility/risk escalations, and provide support for scaling solutions. Investigate and resolve high-profile issues thoroughly, and turn around any incidents or negative trends in operational work.
- Monitor operational performance towards key metrics, investigate root causes of trends and spikes, and execute initiatives to increase operational effectiveness.
- Partner with internal teams to review and operationalize new and updated safety and privacy site policies.
- Develop and deliver training for various policies and workflows to large regional teams.
- Facilitate feedback loops between product, enforcement, and policy teams.
- Create and maintain documentation of all workflows and operational processes owned by the team.
- Help define quality guidelines and perform quality reviews as needed.
- Be an ambassador for keeping users safe on the platform.
**Qualifications**:
- Strong experience analyzing and using operational metrics to identify the root cause of problems, translating trends into actionable insights, and delivering process improvements at-scale
- Experience in handling user reports and/or high-priority support and/or enforcement issues
- Influence and collaboration skills to affect change with cross functional stakeholders in order to align the support experience with customer needs and priorities
- Flexibility with changing priorities and managing multiple tasks simultaneously within compressed timeframes
- Experience with working on projects both independently and within a cross-functional team environment
- Ability to communicate complex ideas concisely and clearly, and to solve problems collaboratively and proactively
- Self-starter and strategic thinker with strong analytical and creative problem-solving skills. Able to use insights gained to deliver solutions at scale.
- Experience working with JIRA, Tableau, or similar ticketing and analytics software. Service Cloud admin skills, basic programming and/or experience in automation a plus
- Ability to operate in an ambiguous, fast-paced, global, result oriented environment
- Experience working in an online operational environment, or in process design. Familiarity with Lean, Kaizen, or Agile methodologies.
- Some experience working with SQL or on large data sets.
- Ability to review sensitive and potentially disturbing content including but not limited to vulgar language, hate speech, violent threats, pornography and other graphic images
**Requirements**:
- Graduate with 4-5+ years of experience within policy and online operations, project or program management, preferably in a fast-paced online support environment or a role involving vendor relationship management.
- English fluency is essential, multilingual fluency in Portuguese or another regional language preferred. Experience or knowledge of the Latin America market is preferred.
- Ability to travel up to 10%-20% to global offices and vendor locations
Additional Information
Twitter i

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