Manager, Social Engagement
About The Position
The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members at more than 1,300 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and Lovet Pet Health Care. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale. As a reflection of our current needs and planned growth we are very pleased to offer an opportunity to join our dedicated team as a Manager, Social Engagement. The Manager, Social Engagement will oversee the Social Engagement and Reviews Specialists and support the broader social team ensuring seamless operations, fostering team collaboration, and driving strategic initiatives to enhance community management across all brands.
Requirements
- Strong leadership and interpersonal skills.
- High empathy and effective communication abilities.
- Proven experience in community management and customer support.
- Proven experience in the Social Media field.
- Vast understanding of social platforms.
- Ability to distinguish proper tone and voice across multiple platforms and brands.
- Ability to handle repetitive tasks while maintaining enthusiasm.
Responsibilities
- Leadership & Management: Supervise and support team members, providing guidance and resolving escalated issues.
- Facilitate training sessions and onboarding for new team members.
- Act as the main point of contact with tools like Sprout and Birdeye.
- Partner with Sr. Manager to develop presentations and best practices across the community management space across TAG.
- Participate in cross-functional meetings and present to stakeholders
- Strategic Planning: Develop and implement community management standard of responses ensuring they are accurate and the team is equipped to use them. Work with the Operations Specialist to ensure all FAQ’s and responses are available for the team to use in the playbook and saved responses.
- Lead initiatives to automate positive review responses, enhancing efficiency.
- Operations & Oversight: Act as the lead for customer interaction for negative and positive messages daily.
- Monitor team workload distribution and ensure timely completion of tasks.
- Ensure proper channel coverage ensuring that we are monitoring all owned channels and social listening.
- Maintain communication channels between different team segments.
- Provide recommendations for process optimizations.
- Escalate potential crisis and crisis situations to the proper stakeholders.
- Reporting & Analysis: Oversee the creation and management of reports to track team performance.
- Utilize data-driven insights for training optimizations.
Benefits
- A generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
