Analyst, Media Operations

Do you love the internet, technology and media? Do you have a passion for ensuring users stay safe online while allowing the weirdness and freedom of the internet to shine? Do you love figuring out answers to questions without known answers or processes without established best practices?

We’re looking for a highly motivated, goal-oriented, team player to join our Media Operations team in Dublin, Ireland. Success in this role requires someone who is curious, analytical, disciplined, proactive, and has a knack for managing multiple tasks efficiently.

Please note that this position involves exposure to sensitive or graphic content including but not limited to vulgar language, violent threats, pornography, and other graphic images.

Who We Are

User Operations is a distributed ops team, within Twitter Service, tasked with ensuring the delivery of fast, high quality support to Twitter’s users in collaboration with our vendor partners.

The Twitter Service team helps the world enjoy Twitter by highlighting the best of our platform and providing continual support around the clock. We’re the voice of the user at the company, working with product teams to provide insight that drives innovation. We give people the tools to use Twitter like a pro and we strive to fuel the best user experience possible. We love what we do, and our team has a ton of fun along the way.

Within User Operations the Media Operations team helps ensure users are safe and comfortable in the unique context of video and images on both the Twitter and Periscope platforms including some of our most serious and difficult policy areas including child safety, violent extremism, and other illegal or regulated activities. We work closely with the internal stakeholders who drive media around the company including policy, product and engineering.

What You’ll Do

As a Media Ops Analyst, you will work closely with key stakeholders (e.g. vendors, policy specialists,product managers, engineering) to ensure day-to-day operations are running well. You will proactively make changes that improve the operation and reverse negative trends. You will be comfortable handling high-priority user escalations and edge cases as they come in.

More specifically:

• Lead daily media enforcement operations and agent workflows across multiple geographies to respond to complex user escalations and reports, especially related to media on both Twitter and Periscope.
• Act as 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
• Drive 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.

Who You Are:

• 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 timezones; 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, Twitter/Periscope user or a strong interest in social media

Requirements

• BA/BS degree or local equivalent required.
• At least 3-5 year’s experience in a safety, enforcement or customer support role, preferably in a fast-paced online support environment or a role involving vendor relationship management.
• Experience with live video and/or illegal content is a huge plus.

• Complete fluency in English. Fluency in a second language preferred, not 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.
• Some international travel may be required (up to 15%)

Preferred qualifications

• 2+ years experience involving vendor relationships or the creation of training, workflows and processes.
• Experience working with new product rollouts and defining launch requirements for safety or enforcement.