Sr. Manager, New Product Support Integration


September 15, 2021

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 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.

Job Description

We are looking for an experienced delivery-minded, senior team manager to join our Twitter Service team. You will lead a small team of program managers who are supporting high priority online product, policy, and service launches. You are an exceptional team manager who can lead a team through tight schedules, ambiguous priorities, and complex partnerships. You are someone who cares deeply for both your team and the work they deliver.

What you’ll do:

  • Partner with key stakeholders across the company to foster and cultivate deep partnerships.

  • Work with department leads to ensure all internal teams are aligned to the same priorities and incoming work.

  • Build and maintain budget & staffing plans on a bi-annual basis.

  • Be a champion for employee growth & development.

  • Drive toward problem solving and proactive engagement with our internal stakeholders.

  • Build risk & mitigation plans for senior leadership to review and know where to push back on behalf of your team.

  • Develop measurement plans that will showcase the impact of your team.

  • Continually refine processes to ensure your team is delivering on time, within budget, and with speed & quality.


Who you are:

You have a passion for managing small and nimble teams who turn ideas into scalable operations and support experiences. You have years of experience with project & program management planning and delivery. You can influence with authority and are skilled at driving change across different levels and functions. You are always looking to improve processes within your team and you measure effectiveness to 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.

You are an inclusive leader who cares deeply about your team and their personal growth. You have the confidence to push back on behalf of your team and you challenge the status quo when necessary.

The ideal candidate has:

  • 8-10 years as a team manager with deep program management experience in a global, matrixed company

  • Comfortable with developing an annual budget and resourcing plan.

  • You are an engaging leader who is a champion of inclusion, diversity, and difference of thought.

  • You mentor and empower your team to grow and thrive with minimal supervision.

  • Excellent ability to partner with internal stakeholders including operations, product, policy, design, and engineering teams to define strategy and requirements - simplifying complex ideas into consumable action plans.

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

  • Ability to context switch and flex daily to drive both tactical needs of the team and executive needs of leadership.


  • Bachelor's degree or equivalent work experience

  • Experience developing and cultivating high performing teams

  • 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, 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.