Associate Manager, Executive Social Media

T-Mobile•Tampa, FL

7d•$31 - $43•Onsite

About The Position

This role supports engagement with customers by managing public responses directed to senior leadership on social media platforms. It involves monitoring executive social media queues in real time and producing reports to assess business health and service levels. The role requires collaboration with social media partners to maintain department service standards and support team productivity. Success is measured by the ability to balance brand protection with personalized messaging and maintain service quality. The work impacts organizational reputation and customer experience through timely and appropriate social media interactions with executive leadership.

Requirements

High School Diploma/GED (Required)
Accountability (Required)
Adaptability (Required)
Billing (Required)
Billing Support (Required)
Business Management (Required)
Business Writing (Required)
Confidentiality (Required)
Customer Communications (Required)
Customer Engagement (Required)
Customer Problem Solving (Required)
Customer Satisfaction Management (Required)
Data Confidentiality (Required)
Escalation Management (Required)
Give Feedback (Required)
Ideation (Required)
Lateral Thinking (Required)
Multitasking (Required)
Product Knowledge (Required)
Relationship Management (Required)
Social Media (Required)
Social Media Tools (Required)
Taking Ownership (Required)
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

2-4 years Experience in an online social media specialist or community moderator position. (Preferred)
Experience with social media strategy and execution. (Preferred)

Responsibilities

Monitor and respond to customer inquiries directed to senior leadership on social media to maintain engagement and satisfaction
Produce and analyze reports on social media queue health to ensure adequate staffing and quality control
Collaborate with social media partners to uphold service level agreements and support operational goals
Provide coaching and feedback to social media specialists to enhance team performance and adherence to messaging standards
Manage escalations by identifying and routing complex customer issues to appropriate analysts or response teams
Also responsible for other duties/projects as assigned by business management as needed