This job listing expired on Jun 29, 2023

About Us

Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day.

We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on LinkedIn and Twitter, and discover the projects we’re solving on our Blog. Be sure to explore our Interviewing Guide and Instagram channel to learn how to ace our interview process.

About the Role

Customer Trust (CT) ensures that our community knows that we have their back. Our Trust & Safety teams make Twitch a welcoming and safe place for people to build safe and inclusive communities that allow diverse, global creators to flourish. Our Customer Experience teams ensure our customers are heard and supported when issues arise.

Within Customer Trust, the Strategy and Business Planning team oversees the activities that support the whole department. There are five areas within the team: Strategy, Business Planning, Financial Operations, Quality Assurance, and Business Intelligence.

Reporting to the Head of Strategy & Business Planning, the Business Intelligence Manager will build, own and maintain all of our Business Intelligence projects and infrastructure. Business Intelligence is a new function within the team, and you will be the seminal hire to set the analytical foundation of how the function operates.

You Will:


  • Develop the statistical models that forecast Safety Report Volume and Inbound Customer Support Ticket Volume

  • Partner with Outsourcing Vendor Management and Operational Leaders to ensure our vendors have accurate volume forecasts

  • Improve cost efficiency by working with the wider Business Planning team to translate demand forecasting into cost forecasting, for discussion with Finance and CT Leadership Quarterly and Annually

  • Support wider cost modeling efforts as needed by the wider Strategy & Business Planning team.

Create Insights and Feedback Loops

  • Analyze qualitative and quantitative data and share insights on how CT should run/shift our business and priorities

  • Work with team across CT to understand trends over time, and to identify areas of opportunity within policies, products, and procedures

  • Develop a landscape view on the “State of Safety”, and create a POV on the effectiveness of our efforts in partnership with teams across CT

Manage key stakeholders

  • Develop relationships with key stakeholders across Twitch to understand their most relevant needs and how we intersect with or support those needs

  • Manage the often conflicting expectations of stakeholders across multiple product, operation, policy, and data teams

You Have:

  • You're proficient at building forecasting models and using SQL. You are open to learning new tooling as needed (e.g. Salesforce, Python, Tableau, other data transformation/analytics techniques and business intelligence tools).

  • You can synthesize different data (both quantitative and qualitative) to illuminate insights that solve complex business problems.

  • You have program or project management skills, and can set a clear scope, create relevant goals, and keep work moving forward in the face of challenges.

  • You are well versed in stakeholder management. You can understand what’s being said and ask questions to uncover what’s beneath the surface.

  • You know how to foster a constructive dialogue, harmonize conflicting views, and lead resolution of contentious issues.

  • You are a strong writer, but you can also present to senior executives and engage with all parts of the organization.


  • Medical, Dental, Vision & Disability Insurance

  • 401(k)

  • Maternity & Parental Leave

  • Flexible PTO

  • Amazon Employee Discount

  • Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, off-site massages, etc.)

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Twitch values your privacy. Please consult our Candidate Privacy Notice, for information about how we collect, use, and disclose personal information of our candidates.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from our lowest geographic market up to our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit Applicants should apply via our internal or external career site.

Remote US Pay Per Year

$96,900—$185,000 USD