Twitter Ghana Recruitment 2021

Applications are invited from interested and suitably qualified candidates for Twitter Ghana Recruitment 2021.

Twitter is an American microblogging and social networking service on which users post and interact with messages known as “tweets”. Registered users can post, like, and retweet tweets, but unregistered users can only read them.

We are recruiting to fill the following positions below;

Job Title: Program Manager, Identity Operations

Main Responsibilities:

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  • Use market-specific knowledge, signals, and insights to design and implement scalable solutions to improve the Identity support of the Africa region, starting with West African markets
  • Develop and manage relationships with cross-functional teams in your region,market and beyond to develop meaningful and scalable market solutions
  • Work with other market teams to support the development of a standardized market solution Strategy
  • Identify and help scope market and regional market goals
  • Design and implement scalable Identity enforcement operations
  • Act as domain expert and point of contact for internal partners and vendor partners to review and analyze complex issues
  • Work cross-functionally and globally with Policy, Product, Engineering, and other internal organizations across Twitter to execute and drive partnerships
  • Partner with user facing teams such as Global Content Partnerships, Sales and Public Policy to understand their customer needs
  • Be able to understand and articulate our enforcement strategies and represent the team in cross functional discussions with key stakeholders
  • Analyze reports and dashboards to monitor and investigate Identity related trends
  • Lead project initiatives to find new and innovative ways to consistently improve Identity efforts and user experience
  • Manage communication with vendors partners, including answering questions, providing support and working collaboratively on scaling solutions
  • Develop and deliver training on various policies and workflows as required
  • Help define quality review guidelines and perform quality audits as needed
  • Ability to review sensitive and potentially disturbing content including but not limited to vulgar language, hate speech, violent threats, pornography and other graphic images.

Who you are:

Twitter is looking for a passionate team member with excellent communication skills, strong analytical skills, experience in supporting user/consumer operations in the Africa region (especially West Africa), and, of course, tons of enthusiasm for helping people and supporting Twitter’s fast-growing user base.

What you have:

  • Experience in handling user reports and/or high-priority support and/or enforcement issues
  • Strong analytical skills, metrics driven and experience in business/data analytics
  • Experience gathering and analyzing data to influence business decision
  • Excellent written and verbal communication skills, organizational skills, and highly developed social skills
  • Experience supporting high profile and/or publicly visible individuals either directly or in partnership with their representatives
  • Influence and collaboration skills to affect change with cross-functional stakeholders in order to align the support experience with customer needs and priorities
  • Flexibility; open to changing priorities and managing multiple tasks simultaneously within compressed timeframes.
  • Experience with working on projects both independently and within a cross-functional team environment.
  • Ability to communicate complex ideas concisely and clearly, and to solve problems collaboratively and proactively.
  • Self-starter and strategic thinker with strong analytical and creative problem-solving skills
  • Ability to solve problems creatively and proactively, especially during critical situations
  • Continuous improvement mindset, in particular, related to Copyright, Impersonation, Online Identity, Account Security, and Verification related workstreams
  • Experience working with Service Cloud, JIRA, Tableau, or similar software. Service Cloud admin skills, basic programming and/or experience in automation a plus

Qualifications

  • BA/BS degree or equivalent local degree or experience required.
  • A deep/nuanced knowledge of the Africa market (especially West Africa), with regards to cultural issues, political issues, market events, and typical online user behavior.
  • Expert understanding of operational metrics, and strong experience analyzing and using data to identify the root cause of problems, translating trends into actionable insights, and delivering process improvements at scale.
  • Minimum of 4-5+ years of related experience within Identity operations, project or program management, preferably in a fast-paced online support environment or a role involving vendor relationship management.
  • Languages Required – English, Pidgin, French (highly preferred)
  • Ability to travel up to 10%-20% to global offices and vendor locations
How to Apply
Interested applicants should CLICK HERE to apply.

Job Title: Program Manager, Media Operations

Main Responsibilities:

  • Use market-specific knowledge, signals and insights to design and implement scalable solutions to improve the safety support of the Africa region, starting with West African markets
  • Lead daily media enforcement operations and agent workflows across multiple geographies to respond to complex user escalations and reports, especially related to media on all Twitter-owned platforms current and future.
  • Act as a global and Africa domain expert and point of contact for internal partners and vendor partners to review and analyze safety and abuse reporting on the platform.
  • Manage stakeholder relationships with Product, Trust & Safety, Engineering, Legal, Comms and others to safely develop and launch new policies and products on the platform
  • Create and analyze reports and dashboards to monitor and investigate operational safety abuse trends
  • Help drive local and global strategies related to our online media operations, implementing plans and overseeing their execution.
  • Deliver trainings on various policies and workflows to large global teams
  • Provide expert input for training material (decks, facilitator guides, knowledge bases, agent assessments) and ensure trainers on the vendor team are equipped to deliver a high quality and consistent training experience.
  • Monitor established key volume performance indicators (e.g. total/manual incoming, total/manual solved, AAS, AHT) and investigate root causes of trends and spikes.
  • Lead project initiatives to find new and innovative ways to consistently improve safety efforts, response times and support to users
  • Take part in the global on-call rotation as needed, and respond to cases in any high-priority escalations.
  • Report issues with internal tools to engineering and product operations  teams and scope out new tooling requests
  • Manage communication with vendors and internal escalations teams, including answering questions, providing support and working collaboratively on scaling solutions
  • Lead the delivery of large cross-functional initiatives within the team.

Please Note: You will need to review or be exposed to sensitive and potentially disturbing content including but not limited to vulgar language, hate speech, violent threats, pornography and other graphic images. The Media Operations team handles some of our most serious and difficult policy areas on our platforms including child safety, violent extremism, and other illegal or regulated activities. We always endeavor to ensure your boundaries are respected and you have the time and flexibility to step back where necessary but given the team’s work it is impossible to completely avoid some topics while remaining within the team.

Who you are:

Twitter is looking for a passionate team member with excellent communication skills, strong analytical skills, experience in supporting user/consumer operations in the Africa region (especially West Africa), and, of course, tons of enthusiasm for helping people and supporting Twitter’s fast-growing user base.

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What you have:

  • You have political familiarity with the Africa region including Nigeria. Deep/nuanced familiarity with one or more countries in the region including typical online user behavior.
  • Experience in handling user reports and/or high-priority support and/or enforcement issues
  • Strong analytical skills, metrics driven and experience in business/data analytics
  • Excellent written and verbal communication skills, organizational skills, and highly developed social skills
  • Experience supporting high profile and/or publicly visible individuals either directly or in partnership with their representatives
  • Influence and collaboration skills to affect change with cross functional stakeholders
  • Flexibility; open to changing priorities and handling multiple tasks simultaneously within compressed timeframes and under pressure
  • Ability to solve problems creatively and proactively, especially during critical situations
  • Experience driving large cross-functional projects across different time zones; familiarity with project planning methodology (Scrum, Kanban)
  • Experience working with Service Cloud, JIRA, Tableau, or similar software. Service Cloud admin skills, basic programming, SQL and/or experience in automation a plus.
  • Intellectually curious and able to quickly learn new systems and processes.
  • Active, passionate, the Twitter user or a strong interest in social media

How to Apply

Interested applicants should CLICK HERE to apply.


Job Title: Program Manager, Safety Operations

Main Responsibilities:

  • Use market specific knowledge, signals and insights to design and implement scalable solutions to improve the safety support of the Africa region, starting with West African markets
  • Develop and manage relationships with cross functional teams in your region,market and beyond to develop meaningful and scalable market solutions
  • Develop a deep understanding of safety policies, tools, workflows, and metrics. Act as domain expert and functional specialist for regional stakeholders.
  • Work with other market teams to support the development of a standardized market solution Strategy
  • Lead initiatives that center around the customer experience and improve policy efficacy, tooling and operational design to increase enforcement quality and reduce risk.
  • Influence new strategies, product launches and tactics using analysis and impact metrics to support your positions.
  • Articulate our enforcement and product strategies and represent the team as a functional specialist with stakeholders. Set priorities and effectively lead and execute cross-functional projects to further our strategic goals. Partner with user facing teams such as Global Content Partnerships, Sales, and Public Policy to understand their customer needs.
  • Work directly with the Twitter Service global leadership team to help prioritize and execute on Africa market strategic objectives.
  • Manage communications with vendors and internal escalations teams, drive root-cause-analysis for high visibility/risk escalations, and provide support for scaling solutions. Investigate and resolve high-profile issues thoroughly, and turn around any incidents or negative trends in operational work.
  • Monitor operational performance towards key metrics; identify and execute initiatives to increase operational effectiveness.
  • Develop and deliver training for various policies and workflows to large regional teams.
  • Facilitate feedback loops between product, enforcement, and policy teams.
  • Create and maintain documentation of all workflows and operational processes owned by the team.
  • Help define quality guidelines and perform quality reviews as needed.
  • Be an ambassador for keeping users safe on the platform
How to Apply
Interested applicants should CLICK HERE to apply.

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