The Twitter Service organization creates meaningful connections with our customers that promote healthy exchange in the public conversation. We do this by developing and operating customer support solutions at scale in a rapidly changing global environment. The Launch team manages key initiatives for the Twitter Service organization, designed to implement world class customer support and operations for Twitter’s products, applications, and platform. We create clarity and focus for the organization to ensure we are meeting our collective, customer focused goals.
As an Identity Ops Analyst you will be expected to provide project management capabilities, effective oversight of day-to-day operations and proactive analysis of operational trends. You are a problem solver and innovator. You will be adept at putting out fires from major incidents and escalations, and be able to work across the business to mitigate and prevent recurrence. You will represent Twitter Service across the business in strategic cross-functional initiatives, and influence thinking and decision-making in these forums. You will work closely with stakeholders (e.g. vendor partners, policy, legal, analytics, management) to ensure the day-to-day operations are running well. You will keep up to date with on-going trends within the identity space and apply learnings to our operations as appropriate.
Confidently drive cross functional initiatives and projects
You will be domain expert POC for the vendor partners and global escalations teams. This includes, but is not limited to user and brand impersonation, account security, copyright, trademark and compliance.
Conduct root cause analysis and investigations in response to escalations and incidents
Be able to break down complex issues into clear action items
Constantly strive for process improvement whilst keeping the customer at the forefront of your mind
Support the development and improvement of internal tools by providing operational insights and subject matter expertise.
Analyze established key volume performance indicators (e.g. total/manual incoming, total/manual solved, AAS, AHT) and collaborate with Business Analysts to investigate root causes of trends and spikes.
Own all business inputs for training curricula (knowledge bases, training decks, agent assessments) and ensure our vendor partners are equipped to deliver high quality and consistent training.
Turn process improvements suggestions into user stories and create proposals/product briefs for the most high-impact improvements. You will work closely with product advocates, engineers and other stakeholders to ensure alignment and visibility of org-wide prioritization, and co-ordinate the delivery of these initiatives.
Conduct regular check-ins with your counterparts on both the vendor and Twitter side to share insights, communicate updates and keep stakeholders informed.
Some international travel may be required (up to 15%)
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.
To be successful in this role you will need to demonstrate a broad understanding of most workflows, tools and policies that impact the user support landscape and have the ability to apply your knowledge to proactively suggest improvements. When you hit roadblocks you know when to ask for help, but you can also make recommendations and suggest solutions independently. You are data driven and make decisions based on verifiable facts, rather than making decisions that are intuitive or based on observation. You seek out people across the business and foster relationships with stakeholders in order to learn new things and unblock barriers to success. You research possible outcomes, and proactively make recommendations to your stakeholders. You understand how to prioritize and how to optimize the resources you have.
Minimum of 4 years experience in a policy, enforcement or customer support role, preferably in a fast-paced online support environment or a role involving vendor relationship management
BA/BS degree or local equivalent required.
A strong understanding of operational and product metrics. Demonstrated ability to use data to make decisions.
Excellent written and verbal communication skills and can be trusted to speak on behalf of your core team to represent them to the rest of the Twitter Service team.
Proven ability to lead large cross-functional initiatives and projects within the team.
Demonstrated project management, problem solving, risk management and coordination skills.
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.
San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.