Senior Program Manager, Twitter Service


April 1, 2021

San Francisco, CA 94103, US

Company Description

The Twitter Service organization provides high quality support to Twitter’s customers. We enable people and brands around the world to enjoy Twitter by removing barriers to participation and highlighting the best of our platforms. We are here to serve the public conversation and we do so vigorously. We innovate, experiment, and are always looking for new ways to be better.

Job Description

We are looking for an experienced delivery-minded, senior program manager to join our Twitter Service team. You will be focused on delivering project & program management for large company-wide initiatives that require support from our department. Your exceptional project & program management skills will ensure our department is supporting Twitter’s online product launches and site policy launches with speed and quality.

What you’ll do:

  • Partner with all stakeholders across the company throughout the full lifecycle of projects from concept to ship.

  • Create roadmaps to raise visibility into breadth of incoming work and partner with senior leadership to forecast & plan resourcing.

  • Drive the program management of key initiatives in critical areas including online product launches, site policy launches, world events, and dedicated service programs.

  • Ensure alignment across our internal teams and deliver projects on time, within budget, and with quality.

  • Work closely with our analytics team to measure your work, understand the impact of your projects, and continue to refine & iterate to develop best practices from your learnings.

Who you are:

You have a passion for turning ideas into scalable operations and support experiences. You have years of experience with project management planning and delivery. You can influence without authority and are skilled at communicating across levels and functions. You are always looking to improve processes and are reflective on improving your own processes. You measure effectiveness and you make us better month over month. You are a relationship builder who cares passionately about the customer and how we deliver value each day. You have a bias for action and thrive in a matrixed, fast-paced environment.

  • 6-8 years as a program manager (operations or support domain) in a global, matrixed company

  • Familiarity with operationalizing online product launches

  • Experience partnering with operations, product and policy teams to define strategy and requirements - simplifying complex ideas into consumable action plans.

  • Proficiency in working with operations, policy and engineering teams to design, scope, and shepherd features into production.

  • The ability to create functional specs, project/release plans, and roadmaps.

  • The power to influence peers/managers and build consensus while dealing with ambiguity.

  • Capacity to own and execute multiple programs simultaneously.

  • Experience driving program management in abuse prevention, policy enforcement, or trust & safety setting is preferred.


  • Bachelor's degree or equivalent work experience

  • Experience with agile software development methodologies and productivity tools. JIRA experience a bonus

  • Consistent track record of landing program management and processes with broad customer impact

  • Demonstrated ability to identify and resolve systemic issues

  • Excellent organizational, attention to detail, and communication skills

  • Active Twitter usage and a fascination with bird names would be a feather in your cap

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