Associate Program Manager, Social Media Brand Reputation (Part time)

Company: Russell Tobin
Location: Chicago
Posted on: March 20, 2023

Job Description:

A rideshare company is seeking an Associate Program Manager focused on Social Brand Reputation. Contract Role, fully remote - Apply Today!
6-month contract $33 - 38 / hour**PT hours - -16 / week**
About This Role: Our mission is to ensure all company users have a seamless customer care experience, while also protecting the company's reputation. To do this, we are building a new team called the Social Brand Reputation Team.
They 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
  The ideal candidate is passionate about customer care, influencer management and crisis communications. They are dynamic, fast thinking, and can spot potential problems before they become a major brand risk. We are looking for someone who is always looking to improve efficiency and solve problems which arise in this high change environment.
  Responsibilities:
  • Monitor social media for influencer and viral posts and respond to customer care or negative posts about the brand via company's social media tool, Sprinklr, as well as occasionally natively monitoring platforms
  • Understand the full spectrum of the company's 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 the company's 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, lesioning with policy, etc.
  • Work with stakeholders and varied policies across the world, but specifically in the US and UK
  • Potential to be on-call
    Requirements:
    • 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
    • Understand intuitively what has the propensity to go viral and create brand crises
    • Proficient stakeholder management skills
    • Influencer management experience
    • Previous experience managing Brands and Crisis in Social Media: able to de-escalate, shift and turn negative engagements into positive outcomes for users.
    • Customer care operations experience
    • Strong communicator (both verbal and written); creative copy writing skills with special attention and empathy to understand customer's needs
    • Problem solver & Self starter- Desire to address complex problems without hesitation
    • 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)

Keywords: Russell Tobin, Chicago , Associate Program Manager, Social Media Brand Reputation (Part time), Advertising , Chicago, Illinois