Twitter (X) is what's happening — referred to internally as the town square of the internet. Twitter's services were supported by paid advertisements run through the Ads Revenue Product Organization. For most of my time at Twitter I contributed to operations and strategy for this part of the business.
My Role — Product Strategy
Senior Product Strategist
Sept 2021 – Nov 2022
My promotion to Senior Product Strategist coincided with a proven track record of successful go-to-market program delivery punctuated by an increased responsibility of owning go-to-market planning and testing for emerging business initiatives such as SMB Advertising and Twitter Business Settings.
- Developed updated product discovery dashboard, increasing transparency of feedback alignment to strategic initiatives — allowing more consistent input from sales and support teams resulting in higher value product roadmap inputs.
- Led complex cross-functional program to restructure advertiser business and partner entities, ensuring diverse use cases were incorporated into the execution strategy while minimizing risks during large-scale migration.
- Managed portfolio of launches across the advertiser experience initiative, providing lower barriers to entry for small to medium businesses through a suite of simplified campaign creation, reporting, and management tools.
- Drove early adoption of new ads products through proactive outreach and cross-functional partnership with sales and marketing, ensuring in-development products were evangelized pre-launch.
Product Strategist
Dec 2020 – Sept 2021
When I joined the Product Strategy team I brought a wealth of troubleshooting and testing knowledge from my Technical Operations roles. I was recruited into the team for my consistent delivery of creative solutions, detailed and articulate communications, and scaled sales enablement efforts.
- Owned go-to-market testing and launch strategy in partnership with product, engineering, and marketing teams — reducing launch regressions and ensuring stakeholder alignment.
- Acted as the voice of the customer throughout product development, ensuring products addressed real world problems.
- Formalized a standardized go-to-market planning framework for more consistent outputs across the team of 6 strategists.
My Role — Technical Operations
Technical Operations Manager
Oct 2019 – Sept 2021
I was promoted to Technical Operations Manager as a result of my ability to lead by influence and continually improve process efficiency. When our formal team lead moved to another part of the business, I filled the need of mentor and operational analyst — making me an obvious candidate to take on the role formally.
- Mentored direct and adjacent team members, leading to more consistent analytical depth and rigor across the organization.
- Co-created internal ads auction troubleshooting tool with engineering to scale high level auction analysis capabilities, leading to reduced time-to-resolution for most common escalations to 2 days (from 5).
- Conducted bi-weekly updates for global teams to ensure consistent communication on wide reaching issues, mitigating duplicate escalations and leading to faster resolution times.
- Led quarterly product quality audits and managed risk mitigation processes in partnership with product and engineering leadership to ensure external auditor compliance.
Technical Operations Associate
Nov 2017 – Oct 2019
I came to the Technical Operations team from IT in search of a closer connection to the product and ability to influence the growth of the business more directly.
- Became the go-to expert on advertiser experience, ad auctions, mobile app promotion, and measurement by applying operational rigor and a knack for troubleshooting picked up in previous roles.
- Utilized deep product knowledge, data analysis, and data visualization to resolve complex technical issues impacting the advertiser platform.
- Coordinated cross-team efforts to quickly resolve high-revenue-risk ads issues, keeping customers informed and leadership updated with revenue impact projections.
- Facilitated sales and engineering train courses in an effort to unify stakeholder understanding of holistic ads platform capabilities, reducing knowledge silos.
My Role — IT Support Engineering
Executive IT Support Engineer
Oct 2016 – Nov 2017
Executive IT Support needed structure, standards, and scalable operations — my experience managing IT for the distributed Cambridge, MA office proved my ability to do just that. I brought consistency, creative problem solving, and a level head to the role; managing AV build outs, travel operations, and day-to-day executive needs.
- Acted as liaison to executive level employees and their EAs for all IT and AV related matters, building trust and consistency in their high stakes environment.
- Managed AV solutions for company-wide meeting broadcasts, international tele-events, and investor calls.
- Developed standardized executive onboarding, providing expedited white glove service and ensuring timely and seamless integration for new leadership.
- Defined and documented executive support process into a scalable operations framework.
- Mentored IT engineers interested in elevating their technical and soft skills, growing executive support into a global distributed team.
IT Support Engineer II
Sept 2015 – Oct 2016
I joined Twitter as the IT Support Engineer for their Cambridge, MA office. In conjunction with day-to-day responsibilities I worked closely with workplace teams to unify an office culture previously defined by two separate acquisitions sharing the same space.
- Worked cross functionally with workplace team members to bridge the cultural differences between acquired engineering teams, resulting in a unified office culture with increased cooperation and productivity.
- Maintained computer and AV systems across three distributed offices (Cambridge, Seattle, and Santa Monica) ensuring optimal uptime.
- Built self-service JIRA intake panels in distributed IT help desks, removing friction from fast-moving teams.
- Collaborated closely with global distributed IT teams to document process and install governance protocols, ensuring a consistent level of service across offices.