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Social Operations Manager / Plano, TX / Business / AM731791

Plano, TX
Social Support Manager
Purpose:
Overseeing the social support program with creativity and strategy. Planning and implementing.

Social Support Manager Job Description -

The main function of a social operations manager will serve customers by planning and implementing social support strategies and operations; improving systems and processes; managing vendor staff. This role will be responsible for ensuring that all activities within the operations team are driving team KPIs and delivering business results.

Responsibilities:
  • Maintains and improves social support operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; carrying out system audits and analyses; managing system and process improvement
  • Assist in identifying, evaluating and escalating product issues through the correct internal channels
  • Manage social reporting needs for business and operations stakeholders by liaising closely with social operations vendor
  • Organize social reporting processes and delivery for effective and efficient reporting activities
  • Handles last minute requests for reporting and social-related updates and/or issues
  • Ensure social support teams have the most up-to-date information, content and processes for response related to issues
  • Manage social support training needs as required
  • Collects social vendor overtime hours and additional expenses and routes to proper teams for approval
  • Ability to collaborate and influence a variety of business and operations stakeholders within the organization
  • Travel 10-15% of the year

Skills
  • Excellent communications skills
  • Customer Focus
  • Experience managing customer service vendors a must
  • Exceptional reporting and analytical skills
  • Proven problem solving skills
  • Thrives in fast-paced environment
  • Ability to handle stress and multiple projects with competing interests for time
  • Able to work overtime or on weekends as needed

Education/Experience:
  • Bachelor's Degree in related field or 10+ years experience
  • 5+ years experience managing customer service operations (required), virtual experience a plus
  • 2+ years experience in social and digital servicing channels (preferred)


must-haves:

- Ability to manage social media and support team w/ social events and operations.
- B/g in Social Media or Literature
- Ability to create various content and training in various regards - training, processes, verbiage of reports & produce ad hoc reports
- Analytical in every sense w/ strong problem identifying/solving skills; not just data driven.
- Ability to work independently with ambiguity and handle multiple projects at once
- Highly analytical sense of social aspect of the business and what drives it

BTI Recruiting Team
recruiting@btisolutions.com
BTI Solutions
801 E Campbell Rd. Suite 230, Richardson, Texas 75081, USA
Office:+1-972-992-0030, Fax:+1-972-992-0050
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