Senior Manager of Social Media Escalations

2 weeks ago

Basking Ridge, New Jersey, United States Verizon Full time
About Verizon

Verizon stands as a premier provider of technology and communication solutions, reshaping global connectivity. We are a network of individuals dedicated to enhancing lives through superior wireless experiences that surpass expectations in quality and value. Our mission is to ensure everyone has access to reliable and affordable wireless services that enrich their daily lives.

Our extensive portfolio, featuring 11 distinct brands, is strategically organized into five families, each tailored to meet specific market demands and distribution channels. This structure enables us to maximize our reach and impact effectively.

  • Total Wireless & Verizon Prepaid: Our flagship brands, available at Verizon-owned stores, are pivotal in maintaining a loyal customer base.
  • Straight Talk, TracFone, and Walmart Family Mobile: These brands dominate the market, ensuring accessible and high-quality wireless solutions.
  • Visible: Catering to digitally-savvy customers, this brand exemplifies our commitment to modern customer engagement.
  • Simple Mobile: Recognized for its reliability, this brand continues to lead in the prepaid market.
  • SafeLink: Focused on providing essential communication services through government subsidies.
Key Responsibilities

As the Senior Manager overseeing the Social Media and Influencer Escalations team, you will manage urgent and complex customer interactions involving social media influencers. Your role encompasses:

  • Developing and executing strategies for both internal and partner teams.
  • Ensuring efficient processes for optimal customer and business outcomes.
  • Collaborating with communications and social media teams to address escalated situations effectively.
  • Establishing a robust feedback loop with stakeholders to enhance business performance.
  • Leading a dedicated team focused on delivering exceptional customer service.
  • Conducting analysis on root causes, trends, and customer experiences to add value to the business.
What We Seek

To be successful in this role, you will need:

  • A Bachelor's degree or equivalent work experience.
  • A minimum of six years in a relevant field.
  • Experience in team leadership and customer service.
  • Willingness to travel up to 25% of the time.

Preferred Qualifications:

  • Proficiency in critical leadership skills, including planning and project management.
Work Environment

This position offers a hybrid work model, combining remote work with scheduled office days.

Equal Opportunity Employer

Verizon is committed to fostering a diverse and inclusive workplace. We celebrate differences and strive to create an environment where everyone feels valued and empowered.

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