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Social Media Response Team Lead

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Our large non-profit client in Washington, DC is looking for a Social Media Response Lead for a long term contract to manage highly sensitive and potentially volatile communication on behalf of the client through a variety of social media channels, including Facebook, Twitter and YouTube. Responsible for supervision of day-to-day escalated social media customer service operations, which handles all complex and high profile social media cases sent to the Association. Leads the development of Social Media response efforts within the organization. Personally directs the work of three other full-time social media response specialists.

Communicates professionally and confidently with Senior Leadership. Must be able to creatively and confidently problem solve, balancing the needs of the member with the constraints of the Association. Exhibits a keen attention to detail, ensuring that work product is factually accurate and written with both the personal brand of senior leadership as well as the clients' brand in mind. Individual must possess the skills required to compile reports and provide analysis. Ability to balance work from multiple channels to include escalated cases from Leadership, social media for the CEO, media inquiries, and communication from multiple social media channels sent to The President and the Board of Directors.
1. Provides oversight and day-to-day management of all complex and high profile social media cases sent to the Association, through direction of three other full-time social media response specialists. Ensures all service levels are met. Manages workload across social response escalation team. Ensures quality and content of published responses, and provides thorough and actionable feedback for process improvement.
2. Oversees response to escalated cases which involve client Leadership ensuring that swift action is taken and escalation process is followed, meeting established service levels and providing confirmation of resolution expeditiously.
3. Possesses extensive knowledge of social media platforms, including Facebook, Twitter and YouTube. Leads the expansion of the Association social response capabilities into both existing and up-and-coming social media platforms.
4. Manages CEO public facing responses to social media including Twitter, LinkedIn, and Facebook. Collaborates with key contacts from across the Association including media to ensure that the “CEO’s” response is in line with the goals of the Association and positively promotes the image of client.
5. Ensures proper scheduling for real-time customer support operations across social media platforms for thousands of monthly interactions with current members, prospective members, journalists and influencers.
6. Establishes metrics-oriented social media response operation to measure the impact on customer engagement.
7. Leads root cause analysis on issues to support organizational change.
8. Serves as departmental liaison to senior Association leadership, communicating with poise, confidence, and providing resolution that goes beyond the scope of the initial concern.
9. Must be able to deliver social media response training to department when requested. Is comfortable developing training material such as course outlines, training guides, and handouts for staff as well as updating the Standard Operational Procedures.
10. Must be able to gather, extract, review, and consolidate a variety of information and statistical data and prepare standard and ad hoc operational reports. Ensures that the statistical reports produced are accurate, complete, and presentation ready.
11. Crafts well written, researched, and member-focused responses for day-to-day correspondence received by the social response escalation specialists. Maintains excellent knowledge of client initiatives, legislative positions and policies, and membership options and is able to clearly and professionally articulate to members and non-members verbally and in writing, significantly contributing to the department’s service level goals.
12. Individual must be able to problem solve in a fast paced environment and make time sensitive decisions independently.
13. Attention to detail must be impeccable to mitigate negative impact to the Association’s reputation.
14. Must have the ability to prioritize multiple high profile requests, meeting deadlines with a superior product.
15. Position requires superior interpersonal skills, developing partnerships across the Association that enable social response escalation team to meet service level commitments.
16. Demonstrates clients' Leadership Behaviors in all interactions.

POSITION COMPLEXITY, INTERACTION & IMPACT
This position has a high level of challenge and complexity. Individual must have the ability to work independently and be self-motivated. Ability to conceptualize issues and develop communication appropriate to the entities this department represents is critical. Frequent interaction with Senior Leadership, members and high-profile influencers directly regarding client policies, issues and concerns. This position has high visibility externally through social media.

DESIRED EDUCATION, WORK EXPERIENCE AND COMPETENCIES
• Completion of a Bachelor’s degree in Business or Communications and a minimum of 6 years of relevant leadership experience in one of the following work environments:
- Worked on the social media team within a company or organization, leading strategy and/or community management efforts.
- Worked on the customer care or contact center operations team, specializing in social media, within a company or organization.
- Worked in Social Media strategy, account management and/or community management for an advertising or consulting agency
• Skilled in using personal computer, proficient in Outlook, Word, Excel, and PowerPoint. Able to navigate and interpret company software and knowledge based tools. Proficiency in social media management and analytics software.
• Outstanding written and oral communication skills.
• Excellent problem solving and analytical skills.
• Ability to achieve a strong understanding of client policies, procedures and issue stances with a designated timeframe.
• Ability to work in a team environment that is fast paced and results oriented while achieving performance standards.
• Strong leadership, communication, and program management skills.
• Demonstrated ability to work effectively across organizational boundaries.
• Ability to travel, work flexible shifts as well as flexibility to handle out of hours activity.

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