Community Manager, Social Media

About the Role

Our client is a leading tech company looking for a candidate that will live and breathe social media, while focused on protecting the company reputation. This role will work in partnership with the Program Manager to oversee a team of ten globally located associates who have to main objectives:

-Provide white glove attention for viral and influencer posts on social media, working closely with cross-functional customer-care centric teams

-Work with Comms and Marketing to serve as the frontline team for issues surfacing on social media

You should bring a passion for customer care, influencer management and crisis communications. You should be comfortable rolling up your sleeves with the details of individual customer care issues, have a passion for influencer/celebrity community, as well as feel comfortable managing sensitive issues-centric topics.

Fully remote, 40 hours a week

M-F / 4:00pm - 12:00am CST

$43.24/hr

The project will run until January 2024 with possibility of extension or conversion.

What You'll Do

- Along, with the Global SORT Head of SORT and US&C Program Manager, expand and manage a new globally located 24/7 team that is focused on protecting company reputation on social media

- Onboard and manage the new team members and existing associates who will run the day-to-day operations of the team; continuously optimize the teams outputs

- In partnership with the US&C Program Manager, oversee the Sprinklr workflow and optimizations for the teams influencer and viral scope within SORT

- Develop an in-depth understanding of customer experience by incorporating quantitative and qualitative insights

- Lead various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liasioning with policy, etc.

- Elevate customer care with a Marketing/Comms lens

- Understand the full spectrum of the customer care policies and processes as they relate to riders, drivers, restaurants, and delivery people.

- Estimate work efforts, design project plans, define milestones and manage resources accordingly

- Identify operational weaknesses and help improve or innovate new processes to increase overall efficiency across the organization

- Manage diverse sets of senior global stakeholders across our team and business to get work done in alignment with our global strategy

- Develop executive-level communications and presentations for the company's leadership

-Manage, Steer, guide, coach & develop, and evaluate members of the team.

- Be on-call during nights and weekends as needed for major brand crises