Director of IT Applications - Customer at Twitter

By applying for this role, you could choose to work in the following locations:
US - Remote US
San Francisco

Who We Are

Twitter is a growing organization that faces new challenges as it evolves. As IT Enterprise Applications navigates the growth of our broader business, it’s increasingly important to scale to meet the demands of our customers. To properly manage relationships, account for technical and engineering capacity against partner roadmaps, and consider program alignment across related business functions we are hiring a Director of IT Applications with a focus on the Customer Systems pillar. This pillar is made up of the Sales, Marketing, and Support customer organizations, and includes technology needs for CRM, external ticketing, email communications and more. Our mission is to keep our business running effectively while maintaining a healthy, compliant, and scalable IT environment.


What You’ll Do

This is a unique leadership opportunity to manage both IT Application strategy and coordinated customer roadmaps. You will be responsible for the business relationships that determine the success of our internal partnerships. You will oversee the vision and delivery roadmap of the Sales, Marketing, and Support technology teams, inclusive of tooling, process, and measurement. You will partner with IT and Product engineering teams, IT product managers, and IT leadership to own delivery for the Customer pillar. You will lead the team to build programs, manage to meet scale, and oversee the general budget process for Customer roadmap planning.


Who You Are

To continually strengthen our growing team, we are looking for an experienced IT Applications leader. You are knowledgeable in budget management, managing relationships to lead to results. You are a team focused people manager, strategic planner, with experience growing and running organizations at scale. You are operationally minded, while possessing a strategic vision. 


If this sounds like you, you probably have experience with these responsibilities:


  • Oversee the roadmap & day-to-day operations of the IT Applications - Customer pillar, partnering to deliver solutions on-time and within budget
  • Define a long-term strategy to solve complex global business objectives
  • Develop strategic roadmaps to achieve desired business results as part of the regular planning process, and facilitate decision making with executive leadership
  • Collaborate with IT Product Management, IT Engineering Management, and business leadership to ensure that business requirements are matched with supported solutions
  • Effectively coach and manage IT professionals, setting goals and priorities, refining delivery processes, and ensuring employee development opportunities are available
  • Collaborate with partners to ensure business functions can operate effectively without an over-dependence on IT
  • Ensure that application administrators and developers work collaboratively with business and third-party partners to meet strategic objectives 
  • Lead technology vendor selection activities in partnership with Strategic Sourcing, manage vendor relationships, negotiate vendor contracts, and identify areas of opportunity for long-term cost savings for the company
  • Stay ahead of current industry trends, competitive information, and bring prior industry / technical knowledge to benefit both the team and customer
  • Promote collaboration with other technology teams including IT Infrastructure, Helpdesk, and Information Security to deliver end-to-end value for the IT customer
  • Ensure compliance with all company policies and procedures, as well as state, federal, and regulatory requirements, including but not limited to SOX, ISO, and PCI
  • Meet critical budget management responsibilities through project and team-level tracking and participation in regular budget and strategic planning processes
  • Develop new processes to increase productivity while driving for automation everywhere
  • Develop and oversee measurement of IT delivery for the Customer pillar
  • Maintain, document, and refine internal processes for agile delivery processes in partnership with the Head of IT Product Management



  • 10+ years experience directly managing IT Applications teams in an Enterprise environment
  • 3+ years experience overseeing multiple teams at a Director level
  • Knowledge and experience with Salesforce, Oracle, Adobe Experience Manager, Eloqua or other email service providers, Atlassian Tools, among other common business applications
  • Excellent attention to detail and process discipline
  • Self-motivated and ability to work in a fast-paced environment
  • Exceptional verbal & written communication skills


Here’s all the legal good stuff: We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status.

San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.