Sr Manager - People Services/Process Optimization


April 7, 2021

Houston, TX, US

Company Description

Who We Are:

Help us streamline Twitter’s current onboarding and employee lifecycle processes to create great experiences to our Tweeps across the globe. In order to support Twitter’s acceleration in hiring, we are looking for an individual with expertise in mapping and analyzing HR business processes and who will act as a driver in implementing enhancements that deliver exceptional experiences to our tweeps as well as facilitate efficiencies. Onboarding will be your primary focus and highest priority to optimize, initially, with employee life cycle transactions to follow. This role will also manage a team of candidate care experts who will focus on supporting new hires from the moment they sign their offer until new hire orientation.
Twitter is what’s happening and what people are talking about right now. For us, life's not about a job, it's about purpose. We believe real change starts with conversation. Here, your voice matters. Come as you are and together we'll do what's right (not what's easy) to serve the public conversation. We serve the public conversation by encouraging people all over the world to connect, learn, debate, and solve problems together. Joining the team today means you’ll make the conversations of tomorrow possible. It’s not always easy, but nothing worth doing ever is.
Job Description

This role will contribute to a great tweep experiences, by:

  • Mapping functional processes end to end to ensure documentation and understanding of current state

  • Collaborating with key internal stakeholder groups to ensure process inter-dependencies are understood and their needs/requirements are considered

  • Demonstrating a proactively curious mindset that ensures that relevant information is surfaced during process discovery

  • Developing a deep understanding of process pain points in order to distill of root causes of friction

  • Designing, implementing and managing processes and touch points to keep candidates engaged prior to their first day at Twitter and employees engaged in key processes

  • Leveraging empathy for our fellow tweeps when designing new or optimizing current functional processes

  • Ensuring appropriate change management is planned and executed

  • Connecting the dots between seemingly disparate issues to persistently drive end to end efficiency in pursuit of continuous improvement

  • Managing a team of candidate care experts who respond to questions from candidates about their onboarding at Twitter, including inquiries about benefits, immigration, IT onboarding, etc.

  • Partnering with People Systems on technology enhancements and new solution evaluations

  • Partnering with L+D program owners, Talent Partners, and HRBPs to drive innovation and best practices in how we onboard anyone, anywhere.


The person:

  • Is experienced in process analysis, requirements gathering and process design

  • Has a strong track record of program management that measures and delivers results.

  • Possesses candidate/customer service experience and HR domain knowledge, in a global environment.

  • Approaches issue in a methodical and resourceful manner

  • Can demonstrate strong cross-functional partnership experience with high level of credibility and influence with senior level leaders

  • Works well under pressure, delivers to deadlines, adapts to change, and operates with a high tolerance for ambiguity.

  • Applies a continuous improvement mindset in their work

  • Has exceptional interpersonal and communication skills as well as sound judgment

  • 6-8+ years of experience related to customer service, onboarding and assisting in employee life cycle events

A few other things we value:

  • Challenge - We solve hard problems. Come to be challenged, learn, and thrive.

  • Proactive - We continuously focus on improving and increasing our impact and use data to help us measure our success.

  • Diversity - Diversity makes us a better organization and team. We value diverse backgrounds, ideas, and experiences.

  • Work, Life, Balance - We work hard, but we believe with hard work should come balance

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 status, 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.
All your information will be kept confidential according to EEO guidelines.