Twitter is an American microblogging and social networking service on which users post pictures and videos as well as interact with messages dubbed “tweets”. At Twitter, we believe life is all about purpose and that is why every single voice matter. We also believe and know that change begins with a simple conversation. That is what our Platform seeks to achieve – Change.
We are excited to engage the services of fresh and innovative minds to contribute to the growth of our Social media platform. We are in search of a Media Operations Program Manager in Ghana to work hand in hand with policy teams, product, and vendor partners to launch, scale, and optimize solutions for the administration of safety and misinformation policies.
MAIN DUTIES:
Your work would be to:
- Use market specific knowledge, signals and insights to design and carry out scalable solutions to better the safety support of the African 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
- Generate and analyze reports and dashboards to observe and look into 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.
- Track 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
- Participate 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.
OTHER DUTIES:
- Ensure the running of day-to-day operation and new products and policies are launched efficiently
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You will changes to ameliorate the operation and reverse negative trends.
You will comfortably take care of high-priority user escalations and edge cases as they come in.
You will help represent Media Operations and the wider User Operations team to local stakeholders within the African region.
You will help to design and administer operational solutions that satisfy the needs of our customers, stakeholders, legislation, policies, standards.
Please Note:
You will be exposed to sensitive and potentially disturbing content including vulgar language, hate speech, violent threats, pornography and other graphic images.
REQUIRED QUALIFICATION
- BA/BS degree or equivalent local degree or experience required
- 4-5+ years of related experience with content moderation, online operations or with project and program management, preferably in a fast-paced online support environment or a role involving vendor relationship management
- Fluency in English and Pidgin is required
- Ability to work alongside technical stakeholders including Product and Engineering to define tooling requirements and understand technical and product processes
- Working hours may vary depending on business need, on-call or weekend work may be required
- Ability to travel up to 10-20% to global offices and vendor locations
Additional qualifications
- 2+ years experience involving vendor relationships from the customer side or the creation of training, workflows and processes.
- Additional French fluency is a very great advantage
- Experience with live video and/or illegal content is a huge plus
- Experience managing contractors or full time staff.
- Experience in working with new product rollouts and defining launch requirements for safety or enforcement.
- Experience in the field of study and/or professional experience in promoting online safety, child safety online, and/or countering violent extremism
APPLICATION PROCESS
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