We are recruiting to fill the following positions below:
Job Vacancy For Analyst, 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.
Qualification Required & Experience
Requirements:
• BA/BS degree or equivalent local degree or experience required
• 4-5+ years of related experience with content moderation or 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 Preferred qualifications
• 2+ years experience involving vendor relationships from the customer side or the creation of training, workflows and processes.
• Additional French fluency is highly preferred
• Experience with live video and/or illegal content is a huge plus
• Experience managing contractors or full time staff.
• Experience 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
Location: Ghana
How To Apply For The Job
To submit your application, click on the link below and complete all relevant fields on the online application form.
Closing Date: 12 May, 2021.
Job Vacancy For Staff Designer – Global Participation
Twitter is looking for a highly entrepreneurial Staff Designer to help establish a bespoke product strategy for Twitter in Africa and execute against it with support from a dedicated local team. Ghana and Nigeria will be the first countries in Africa in which we pilot this new approach of building an in-market team to locally tailor our global product to the needs of a specific region.
Twitter is looking for someone who has proven success in collaborating to achieve product-market fit with consumer products in Africa with specialization in West African markets such as Ghana and Nigeria, either through a new venture or within a larger company. You’ll be experienced with partnering with researchers to gain local insights and translating these insights into products that people love. You have a strong, customer-centric approach to product design and have repeatedly used this to deliver past successes. You are a rare blend of product management, product design and engineering.
If this sounds like it might be you, you probably have:
• An ability to develop a deep understanding and empathy for customers whose daily life, circumstances and needs might be very different than your own.
• A strong quantitative and qualitative background to support data-informed decision-making.
• Excellent interpersonal skills which allow you to excel at collaborating with your team and connect with the customers that you’re serving.
• Demonstrated success working in a resource-constrained, highly ambiguous environment, such as at a startup or new venture.
• A willingness to travel to spend time with your customers and our product teams around the world.
• An ability to leverage systems thinking in your approach to solving problems quickly and efficiently.
• Proficiency in understanding technical constraints and working with Engineering counterparts to find ways to take designs from concepts to production scale.
Qualification Required & Experience
• Experience driving product strategy in collaboration with Product and Engineering leaders.
• Experience working in startups or on highly ambitious zero-to-one projects.
• Proficiency in at least one local language in the West Africa region
• 5+ years of experience with user interfaces, interaction paradigms, and visual design patterns as well as experience with a wide variety of software engineering tools and practices.
• Experience prototyping user interfaces for Android, prototyping for iOS using Swift or Objective-C, SwiftUI or UIKit, and building with web technologies (React/JS) are all a plus.
• Strong understanding of accessibility best practices for design and software development.
• You’ve designed end to end product experiences for web and mobile applications.
• You understand software engineering best practices, including agile development, code reviews, design documentation, debugging, and troubleshooting.
• Great communication skills – you’re able to clearly articulate ideas and collaborate with designers, product managers, engineers, and researchers to drive progress.
• Growth mindset and a desire to learn, teach, and mentor.
Location: Ghana
How To Apply For The Job
To submit your application, click on the link below and complete all relevant fields on the online application form.
Closing Date: 12 May, 2021.
Job Vacancy For Curation Deputy Lead (Desk Lead) – Editorial Curatio
Twitter is looking for a highly skilled Deputy Lead to manage daily content production across products including Twitter Moments and Trending Topics in Nigeria. This role is responsible for overseeing the output of a team focused on quickly, accurately and impartially summarising complex conversations that are unfolding in real-time on Twitter.
This person will work as part of a global, high-performing team to provide 24/7 coverage and ensure the Curators’ work meets our high standards.
This role is based in Accra, Ghana and focused on Nigeria. You may need to work weekends.
Success in this role is measured by:
• Delivering consistently high levels of quality assurance on curated content
• Ensuring curated content is delivered impartially and accurately
• Prioritizing the team’s work effectively under time pressure
• Overseeing all day-to-day curated content decisions and know when to escalate them
• Tracking success metrics and use data to inform and improve content decision-making
Responsibilities:
• Providing easy-to-understand, constructive feedback to aid team and individual development
• Giving feedback to internal Product and Tooling teams
• Encouraging knowledge sharing to prepare the team for covering the most impactful conversations
• Working collaboratively as part of a global team that works with internal partners
• Planning at least one month in advance for major upcoming regional events
Qualification Required & Experience
• BA/BSc degree or equivalent experience
• Written and verbal fluency in English and English Pidgin; other West African languages are a plus
• Excellent written communication skills
• 5+ years of experience working in journalism, publishing, content moderation or similar
• Extensive experience of using Twitter, preferably as a tool in reporting
• Excellent understanding of the Nigerian political system
• Experience with newsgathering tools like Tweetdeck, Dataminr for News, etc preferred but not required.
A few other things we value:
• Challenge – We work with Twitter’s product and standards teams to solve some of the industry’s hardest content problems. Come to be challenged, learn, and thrive as a curator.
• 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.
Location: Accra
How To Apply For The Job
To submit your application, click on the link below and complete all relevant fields on the online application form.
Closing Date: 12 May 2021.
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