Twitter ... the best place you have ever worked. Ever. As a company, we strive to make a difference in the world, do the best work, and have fun while doing it. We're building a platform where all voices can be heard, creating fun ways for people to express themselves, and growing our business in a way that makes us proud. We innovate, experiment, and move at a fast pace. We're a learning organization with a growth mindset, and we're always looking for ways to improve our product and ourselves. Passion and personality matter. You'll work with creative and curious people across the globe, and we want you to feel comfortable being yourself every day you're here. Twitter is what’s happening - and never before have we been as influential or important as we are today.
Twitter’s Ad Operations team serves as the primary support structure for advertisers and the global sales organization. As Twitter Ads grow in markets around the world, we are expanding our team to ensure continued delivery of world-class support operations.
As an Ad Operations Associate, you will manage multiple complex projects aiming at improving Sales & Ad Ops efficiency, while demonstrating impact and improving internal processes when possible.
The scale and scope of these initiatives will be such that success delivers measurable increases in top-level team KPI’s and/or Twitter’s business metrics. Achieving this will require innovative thinking, top notch project management, risk taking, crisp communication, independent prioritization and effective cross functional coordination.
You will resolve the most complex questions and provide knowledgeable troubleshooting for an array of product issues related to policy, account setup, campaign performance and more. You will provide scaled support for the Global business as well as facilitate high touch assistance and issue resolution for Sellers in your region. You will set the bar for product knowledge, instincts and expertise across the team and serve as a formal and informal manager and/or mentor to other team members.
Manage strategic projects aiming at improving Sales or Ad Operations efficiency in collaboration with cross-functional teams
Understand the direct relationship between support efficacy and business performance; identify and drive new solutions to optimize
Manage relationships with key stakeholders - often including Senior Managers - across Twitter’s Global Revenue Organization
Resolve complex product issues and guide/support your colleagues in doing the same
Identify issues related to product, policy or global process that are affecting the business; work collaboratively with cross functional teams around the world to resolve
Monitor patterns and proactively surface proposals to improve quality, productivity and efficiency
Collect, analyze and/or communicate product issues and feedback for the product management and engineering teams
Directly apply data on team and individual support quality and productivity to guide day to day execution and inform process innovation
Act as a mentor & role model for the onsite team and a POC for escalations on the ground
You have at least 5 years of professional experience, with 2 or more in online/user/ad operations
Experience in project management and or improving operational processes, proactive mindset
Able to handle urgent escalations coming from stakeholders in a professional & efficient manner
Great communication skills & attention to detail, able to quickly become a trusted partner for cross-functional teams
Demonstrated ability to work cross-functionally and maintain healthy relationships with stakeholders
Experience analyzing process flows and devising improvement strategies
Passionate about technology and have a demonstrated ability to learn quickly and work effectively in fast-paced, rapidly changing environments.
Detail-oriented and capable of quickly learning and applying technical concepts.
Exhibit a proactive, can-do spirit and approach your work with vigor and determination.
Intensely curious about Internet technology, advertising and analytics
Demonstrated ability to effectively work with, guide and/or mentor others
Experience working in a customer/client-facing environment (preferred)
Experience with online advertising, analytics and social media (preferred)
Proficiency in Mandarin and/or Japanese (bonus)
Other things we value:
Diversity - diversity makes us a better organization and team. We value diverse backgrounds, ideas & experiences
Curiosity - you’re never done asking ‘why’
Work, life & fun - whether we are remote or in person, we value doing the hard work, but also enjoying each other’s humor, perspectives and support