Program Manager, Social Brand Reputation

• The salary range for this position is $40.73 - $45.01 per hour.***
• Please note, that all applicants applying for US job openings must be legally authorized to work in the United States.***

Our Customer ignites opportunity by setting the world in motion. They take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world! In addition to helping people get from point A to point B, they are working to bring the future closer with self-driving technology and urban air transport, removing barriers to healthcare, creating new freight-booking solutions, and helping companies provide a seamless employee travel experience.

We are seeking a Program Manager, Social Brand Reputation on a contract basis to ensure all users have a seamless customer care experience, while also protecting the company's reputation. Live and breathe social media focused on protecting the company's reputation. This role will work in partnership with the US Program Manager to oversee a team of 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 Communications and Marketing to serve as the frontline team for issues surfacing on social media. This role is 100% remote.

What You’ll Do

• Onboard and manage the new team members and existing associates who will run the day-to-day operations of the team; continuously optimize the team outputs
• Elevate customer care with a Marketing/Communications lens
• Lead various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liaisoning with policy, etc.
• Estimate work efforts, design project plans, define milestones and manage resources accordingly
• Understand the full spectrum of customer care policies and processes as they relate to riders, drivers, restaurants, and delivery people
• Develop an in-depth understanding of customer experience by incorporating quantitative and qualitative insights
• Manage diverse sets of senior global stakeholders across our team and business to get work done in alignment with our global strategy
• Identify operational weaknesses and help improve or innovate new processes to increase overall efficiency across the organization
• Manage, steer, guide, coach and develop, and evaluate members of the team
• Be on-call during nights and weekends as needed for major brand crises
• Expand and manage a new globally located 24/7 team that is focused on protecting the company's reputation on social media
• Develop executive-level communications and presentations for the company's leadership
• Oversee the workflow and optimizations for the teams influencer and viral scope

Must Haves

• On-call operations experience
• 6+ years of social media community management for a large global brand with diverse issues
• Customer focus, empathy and business acumen to understand the customers’ needs and generate engaging conversations on Social Media
• Experience leading influencer/celebrity management and relationships
• Customer care operations experience
• Strong stakeholder management skills, especially the ability to lead conversations in complex situations involving multiple and senior stakeholders from varied backgrounds
• Previous experience managing Brands and Crisis in Social Media
• Highly organized and able to multi-task, whilst maintaining a clear and proactive flow of communication
• Social Listening and Software experience
• Analytically oriented, can demonstrate the impact and efficacy of initiatives on the business
• Understand intuitively what has the propensity to go viral and create brand crises
• Project management: proven experience in managing multiple projects end-to-end in a fast-paced environment, with the ability to work to tight timescales
• Ability to de-escalate, shift and approach negative engagements to turn them into positive outcomes for our users
• Strong communicator (both verbal and written), creative copywriting skills
• Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment
• Ability to thrive in an ambiguous and flexible work environment
• Minimum of 4 years of prior work experience, preferably managing social media for a high-profile brand with reputation issues
• Problem solver, desire to address complex problems without hesitation
• Independent and proactive, self-starter and highly motivated, capable of working independently, yet collaboratively, within a fast-paced environment, while maintaining a positive, proactive and energetic approach to work
• Proficiency in Brandwatch
• Clear understanding of engagement elements across the most popular social networks (Facebook, Twitter, Linkedin, Instagram, TikTok, Reddit, and Youtube)

Education

• Bachelor's degree, preferably in Communications, Social Media or Public Relations

Hours & Location:

• M-F, 40 hours/week. This role is 100% remote.

Please Note: In order to create a safe, productive work environment, our client is requiring all contractors who plan to be onsite to be fully vaccinated according to the CDC guidelines. Prior to coming into our offices, contractors will be required to attest that they are fully vaccinated.

Perks are available through our 3rd Party Employer of Record (Available upon completion of the waiting period for eligible engagements)

Health Benefits: Medical, Dental, Vision, Life (including spouse & child), 401k, STD/LTD, AD&D, and Commuter Benefits program.