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Associate Program Manager, Social Brand Reputation

4 months ago

San Francisco, United States Russell Tobin & Associates Full time



What are we looking for in our Associate Program Manager, Social Brand Reputation?

A GLOBAL ride-hailing service is looking to hire an Associate Program Manager.

Contract: 6 Months

Location: Remote (West Coast)

Pay: $35-39/ hourly

We are building a new team called the Social Brand Reputation Team. This role will sit under Global Community Operations on the Social Media Operations Response Team (SORT), but they will be closely tied to Global Marketing and Crisis Communications.

They will live and breathe social media focused on protecting the company's reputation. This role will have two 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

Responsibilities:

  • Monitor social media for influencer and viral posts and respond to customer care or negative posts about the brand via the social media tool, Sprinklr, as well as occasionally natively monitoring platforms
  • Understand the full spectrum of customer care policies and processes
  • Liaison with Marketing and Comms on replies to influencer and viral posts
  • Bring an elevated lens of Marketing/Comms to customer care world
  • Manage key stakeholder conversations with senior level global leadership
  • Manage various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liasioning with policy, etc.
  • Work with stakeholders and varied policies across the world, but specifically in the US, United Kingdom & Ireland, India, and Australia
  • Potential to be on-call

Requirements:

  • Minimum of 2 years of prior work experience, preferably in social media community management or related field
  • 4+ years of social media community management for a large brand with diverse issues
  • Project management: you have proven experience of managing multiple projects end-to-end in a fast-paced environment, with the ability to work to tight timescales
  • Ability to thrive in an ambiguous and flexible work environment
  • Bachelor's degree, preferably in Communications, Social Media or Public Relations
  • Social Listening and Software Proficiency in Sprinklr & Brandwatch
  • Influencer management experience
  • Previous experience managing Brands and Crisis in Social Media
  • Customer care operations experience
  • Strong communicator (both verbal and written); creative copy writing skills
  • Customer focus, empathy and business acumen to understand the customers’ needs and generate engaging conversations in Social Media
  • 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
  • Highly organized and able to multi-task, whilst maintaining clear and proactive flow of communication
  • Clear Understanding of Engagement elements across the most popular social networks (Facebook, Twitter, Linkedin, Instagram, TikTok, Reddit, Youtube)
  • Ability to de-escalate, shift and approach negative engagements to turn them into positive outcomes for our users

Pride Global offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

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