Business Process Manager - Trust Strategy & Analytics


March 19, 2021

San Francisco, CA 94103, US

Company Description
Twitter is a world-wide communications platform that is changing how people interact and communicate at home and at work. Public policy issues posed by the continuing spread of digital technology and web-based communications services now arise in regulatory bodies and legislatures.
Job Description
Are you passionate about delivering value, operational improvements, and analytical insights to drive innovation? Do you enjoy improving systems, creating efficiencies, and designing solutions that let people focus on interesting work? Have you completed sophisticated, multi-disciplinary projects in these or similar areas: business process redesign, program management, metrics-based strategy, security, or data quality? If so, you should join us!
Who We Are
The teams in Twitter’s Trust & Safety (T&S) department are on the front lines of safety, speech, and policy issues that affect the Internet. We work to ensure user trust, protect user rights, and mitigate legal risk through policy definition, Terms of Service enforcement, and safety advocacy. 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 policies and ourselves.
What You'll Do
As a Manager, Business Process, you will be leading a team of Business Process Analysts who are primarily responsible for the development of process and tooling solutions for T&S teams. You will be a hands-on leader that is both invested in developing your team but also like to participate in delivery of select projects where required. You and your team will be responsible for strengthening T&S’s relationships with the product and engineering teams that build and maintain the tools and systems we use in our daily work. You’ll plan ahead, design and scope solutions, ensure adequate testing, and help deploy improvements to our tools. You’ll ensure that the needs of our international teams are well-represented.
You will:
  • Provide day-to-day and tactical direction to the team, prioritize, and define short- and mid-term goals in support of both department and company goals.
  • Maintain and evolve an effective operating cadence for the team to ensure meeting high service levels with our partners.
  • Mentor analysts, manage their performance and help them grow their skills.
  • Collaborate with T&S policy teams to understand their processes and systems, identify areas for improvement, and establish a strategy to address these needs
  • Working within T&S and with multi-functional partners, develop and execute on project plans that will improve team efficiency and effectiveness
  • Facilitate sessions across different partners, at different levels, to establish mutual understanding on strategy, processes and technical & non-technical requirements
  • Develop requirements documents at multiple levels as required including business and technical requirements to connect business/process needs to product requirements
  • Develop and update the roadmap for T&S’ tools by helping policy teams prioritize needs and pin down requirements
  • Flesh out system and tooling needs that are as yet unmet and write the business case to support investing in new solutions
  • Anticipate management and transparency reporting data needs and work with policy managers and partners to include these in requirements specifications
  • Ensure that our systems follow the company’s security and access policies, such as the use of access restrictions and audit trails
  • Shepherd the user acceptance testing of systems and tools prior to deployment and launch plans
  • Manage expectations and communicate the priorities, status, and progress of projects to partners.

You will report to Trust and Safety’s Sr. Manager of Business Process in San Francisco. This is a full-time position.
Who You Are
  • You are a strategic problem solver and valued collaborator; you can design and execute on a vision while working multi-functionally.
  • You facilitate critical conversations with ease; you are comfortable working with and juggling the (at times) competing priorities of multiple teams operating in different countries.
  • You enjoy finding sophisticated solutions to tricky problems. You are analytical and have a knack for handling multiple complex tasks and projects efficiently.
  • You are just as passionate about building and mentoring a team and have experience leading analysts or other technical specialists.
  • You understand how to prioritize and how to optimize the limited resources you have.
  • You have an ambitious mentality, and are flexible, self-starting, self-motivated, and hard-working. You actively recognize needs, resolve problems, anticipate issues, and develop solutions.
  • You build and cultivate healthy relationships with partners and keep stakeholders informed and engaged. You customize your communication style based on your audience, and easily switch between verbal and written communication as needed.

  • 6+ years experience in business analysis, operations management, program management, software development, product management or process redesign
  • 4+ years experience evaluating and delivering operational or analytical solutions to drive quality measures and decision-making.
  • 2+ years of experience as a manager or team lead, preferably of business analysts or other technical specialists, or an equivalent experience in people management
  • Experience managing permissions and security solutions for sensitive tools, a plus
  • Understanding of the architecture and design of web-based systems and solutions
  • Solid project management abilities, with a consistent track record of being able to handle multiple projects and tasks simultaneously to successful completion
  • Excellent communicator with strong presentation skills
  • Comfortable working in a fast-paced, rapidly-changing environment
  • Proven familiarity with and respect for the norms of different cultures, a plus

Note: Potential exposure to sensitive or graphic content, including but not limited to vulgar language, violent threats, pornography, and other graphic images.
Additional Information

We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran, genetic information, marital status or any other 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