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Senior Manager of Social Media Escalations
2 months ago
Verizon stands as a global leader in technology and communication services, reshaping how we connect worldwide. Our human network spans the globe, working diligently behind the scenes. We believe that listening is the foundation of learning. In both challenging and celebratory moments, we unite to uplift our communities and strive to create a meaningful impact.
At our core, we are committed to enhancing lives by bridging the gap between individuals and exceptional wireless experiences that not only meet but surpass expectations in quality and value. We hold the belief that everyone deserves access to reliable, seamless, and affordable wireless solutions that enrich their daily lives, connecting them to what matters most. By becoming part of our organization, you will play a crucial role in this mission, contributing to the delivery of innovative, customer-centric solutions that unlock a world of opportunities.
Your Role and Responsibilities
As the Senior Manager overseeing the Social Media and Influencer Escalation Response Team, you will manage the most urgent and complex cases involving customers with a significant social media or influencer presence. Your responsibilities will include:
- Developing and executing strategies for a team of internal employees and partners.
- Ensuring efficient processes and procedures to achieve optimal customer and business outcomes.
- Collaborating closely with communications and social media teams to identify escalated situations and deliver exceptional service.
- Establishing a robust feedback loop with key stakeholders to provide insights that drive business performance.
- Leading a team focused on delivering high-quality customer service and interactions.
- Conducting Root Cause, Trend, and Customer Experience analysis to add value to the business.
Key Qualifications
You will need to possess:
- A Bachelor's degree or equivalent work experience.
- Six or more years of relevant experience.
- Experience in team leadership.
- Customer service experience.
- A willingness to travel up to 25%.
Preferred Skills
- Experience in critical leadership skills such as planning, prioritization, communication, and project management.
Work Environment
This role offers a hybrid work environment, combining remote work with designated office days.
Equal Opportunity Employer
Verizon is proud to be an equal opportunity employer, celebrating diversity and inclusion in our workforce. We are committed to creating a collaborative environment that encourages authenticity and fosters a sense of belonging.
