Director, User Operations

Twitter San Francisco , CA 94118

Posted 1 week ago

Director, User Operations

San Francisco, CA

Location: San Francisco

We're looking for a strong leader to help build the future of User Operations at Twitter. Come join our team!

Summary

The Twitter Service organization provides high quality support to Twitter's customers. We enable users around the world to enjoy Twitter by removing barriers to participation and highlighting the best of our platforms. The Identity Operations group within the User Operations team is responsible for providing remarkable customer support and a positive experience for Twitter users when they have identity, access or impersonation concerns. We are looking for an experienced and customer-focused Operations Director who is passionate about fast-evolving products and online identity, builds effective cross-functional networks easily, and enables their team to continuously achieve ambitious goals and objectives.

What you'll do

As a member of the Twitter Service leadership team, you will contribute to both shaping the strategy of the organization and working with your team to create and execute against key objectives. In this role, you will lead managers of support analysts tasked with delivering high quality support in collaboration with internal teams, cross-functional stakeholders (Policy, Product, Legal, etc.) and our global vendor partners. It will be your responsibility to provide vision, develop strategic goals, manage resources efficiently, help implement improvements, monitor success, and effectively influence stakeholders in a fast-changing and challenging environment.

You will also:

  • Set a 1-2 year vision for the teams by staying ahead of industry trends

  • Work closely with the rest of the Twitter Service Leadership to shape the strategy and roadmap for the department

  • Ensure adequate resources and strategies for your team' success are in place and are utilized appropriately

  • Leverage your experience as a senior-level leader, thinking strategically, and communicating well both within the team and throughout the organization

  • Partner and operate cross-functionally with numerous Twitter teams and groups ranging from engineering, trust and safety, sales, product, marketing, PR, business development, legal, finance, HR, and more

  • Provide active management of senior and tenured members of the organization as well as provide coaching for others outside of your direct reporting chain

  • Manage a diverse, growing, and distributed global team

  • Foster your team's career growth through active management, coaching and mentorship, inclusive of performance management

  • Remove barriers and bottlenecks for your team, while also giving sound advice on any adversity that may surface for individuals such as, ambiguity, work-load balancing, etc.

Who you are

The ideal candidate will have proven experience and domain expertise in customer service operations and a strong track record of leading high performing teams as well as complex projects and initiatives.

If this role sounds like a great match you probably have:

  • A customer focused mentality and passion for helping internal and external customers

  • Experience in customer support or content moderation, and strong interest in the future of social media and online communications

  • Deep, long-standing track record of managing large, distributed teams of people as well as leading operational responsibilities across large organizations

  • Strong leadership skills, experience in coaching others and enabling career growth

  • Extraordinary interpersonal and communication skills with an ability to influence decision-making across teams and levels

  • Ability to lead and execute complex projects and process improvement initiatives requiring cross-functional collaboration, ideally utilizing agile project management methodologies

  • Strong analytical skills; you are metrics driven and make decisions based on data

  • Comfortable navigating ambiguity, and ability to stay calm and make decisions under pressure

  • Experience with vendor relationship management and the BPO industry

  • Ability to support change management in a fast-changing organization

  • Experience working with Salesforce products, JIRA, Confluence, Slack, or similar software

  • Active Twitter and/or Periscope user with strong interest in social media

Requirements

  • BA/BS degree or local equivalent required; MA/MS or MBA highly desirable

  • 10+ years experience in customer service, content moderation, support operations, vendor management, or similar industry, preferably in a fast-paced online environment

  • Minimum of 8 years experience in a people management role

  • Job location: San Francisco

  • International travel may be required

  • Working hours may vary depending on business need

Disclaimer: You may need to review or be exposed to sensitive and potentially disturbing content including but not limited to pornography, vulgar language, hate speech, violent threats, and other graphic videos

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.


upload resume icon
See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Head Of User Operations

Nerdwallet

Posted Yesterday

VIEW JOBS 1/18/2019 12:00:00 AM 2019-04-18T00:00 NerdWallet is looking for a Head of User Operations to support our growing member base. The Head of User Operations will lead the team that works directly with NerdWallet’s users to ensure that they have a delightful on-site and in-app experience, and represents our members’ voices across the company. The Head of User Operations will have a direct hand in helping NerdWallet members make financial decisions with confidence. Where you can make an impact: Lead a team of six fully remote, user-facing Nerds. Offer leadership, direction and guidance for working successfully with our members and our PED teams. Coach and develop the User Operations team as they grow and develop in their careers. Work cross-functionally with Product, Engineering, Content, User Research, Marketing and other teams to articulate member pain points, surface bugs and feature requests, and enhance broader understanding of user needs. Amplify the voice of the member across the NerdWallet organization. Act as a “go to” resource for Nerds seeking guidance or support in making user-centered decisions. You are: Passionate about consumers: Deeply empathetic with experience acting as the “voice of the customer” across the company - demonstrated track record of using customer insights to drive meaningful change in software products A proven leader: Strong people management skills and a demonstrated track record of coaching and developing direct reports Collaborative: Strong cross-functional collaboration skills and the ability to lead and influence across technical and non-technical functions Action oriented: Ability to create processes that enhance efficiency/reduce risk/reduce customer churn and demonstrated track record of making data-informed decisions that move team/company/product forward Your experience: 5 years experience leading user-facing teams, preferably in customer support or product operations with demonstrated experience managing a distributed team Willingness and ability to travel to NW’s SF headquarters occasionally Experience using Jira Experience using Zendesk Fintech background a plus What we offer: Competitive compensation package 401(k) with company match 100% paid premiums for medical, dental and vision for employee and their dependents Paid maternity and paternity leave Commuter, gym and cell phone stipend $500 enrichment stipend towards learning and development for your role Catered lunches daily, free dinner, and kitchens stocked full of snacks Onsite coffee bar with baristas Company happy hours, social events and outings Generous, flexible vacation NerdWallet is committed to pursuing and hiring a diverse workforce and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any characteristic protected by applicable federal, state or local law. Nerdwallet San Francisco CA

Director, User Operations

Twitter