Senior Manager, Social Media Guest Care
About The Position
About the Role The Senior Manager, Social Media Guest Care is responsible for leading the strategy, vision, and daily operations of our social media guest care experience. This leader will oversee a team of 3–5 Social Care Specialists and Coordinators, ensuring timely, empathetic, and brand-right responses across platforms including X, TikTok, Instagram, and Facebook. This role develops and owns the workflows, brand voice guidance, and service standards for social care, ensuring our guests receive a best-in-class experience every time they engage with us online. Note: This role focuses exclusively on guest care within social media—not marketing, content strategy, or paid social.
Requirements
- 5+ years’ experience with Social Media Care, or related field.
- 2+ years of people leadership experience with proven success in coaching and team development.
- Strong communication skills—clear, concise, and brand-appropriate.
- Analytical thinker with experience translating data into insights and recommendations.
- Experience managing high-volume social media care operations.
Nice To Haves
- Experience with Sprout Social, Salesforce Service Cloud, or similar platforms.
- Background in developing workflows, playbooks, and response frameworks.
- Strong ability to collaborate cross-functionally and influence without authority.
Responsibilities
- Lead, coach, and develop a team of 3-5 Social Care Specialists and Coordinators.
- Conduct regular 1:1s, performance reviews, and development planning.
- Build a positive, collaborative, and high-performance team culture.
- Own the vision, strategy, and roadmap for Social Media Guest Care.
- Develop and optimize workflows, response frameworks, SLAs, and escalation paths.
- Ensure responses reflect brand voice, compassion, and accuracy.
- Partner closely with Training and QA to ensure consistency, skill development, and quality standards.
- Work closely with internal partners to ensure guest issues are escalated and resolved quickly.
- Collaborate to ensure feedback loops are streamlined, documented, and communicated effectively.
- Prepare and deliver regular reporting for leadership on trends, volume, insights, guest sentiment, and emerging issues.
- Use data to identify opportunities to improve guest satisfaction and operational efficiency.
- Monitor KPIs and ensure performance metrics are achieved.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
