As the Social Media Operations Manager will play a pivotal role in managing social media activities while delivering actionable insights to improve efficiency and enhance customer experience. This role combines incident management, operational oversight, and data analysis to ensure the smooth handling of social media operations and the delivery of exceptional customer care.

Key Responsibilities:

Operations and Incident Management Oversight:

• Monitor social media platforms around the clock using advanced social listening tools to detect and address emerging issues, customer sentiments, and trends.

• Escalate critical incidents promptly, ensuring swift and coordinated responses across teams.

• Publish advisories, updates, and communications on social media during service disruptions or high-priority situations.

• Suggest and implement improvements to workflows and playbooks for responding to incidents and managing recurring issues more effectively.

Data Analysis and Reporting:

• Generate detailed reports on social media performance metrics, including response rates, resolution times, ticket volumes, and customer sentiment.

• Analyze automation performance by tracking accuracy rates and response times, ensuring they align with customer satisfaction goals.

• Create and maintain dashboards for real-time performance monitoring, providing visibility into key metrics for relevant teams.

• Identify actionable trends, risks, and opportunities for improvement in social media operations and customer service.

Strategic Contributions and Collaboration:

• Collaborate with marketing, public relations, corporate communications, and customer experience teams to align social media operations with broader organizational goals.

• Provide insights and recommendations to improve customer experience, agent performance, and automation processes.

• Support training and upskilling initiatives to ensure social media teams are prepared to handle complex customer interactions.

• Stay informed about emerging social media trends, tools, and practices to drive innovation and efficiency.

Technology and Tool Optimization:

• Ensure effective utilization of social listening and social media management tools such as Meltwater, Sprinklr, or Talkwalker.

• Recommend improvements to existing tools and processes to enhance reporting accuracy, scalability, and efficiency.

• Explore emerging tools and technologies to stay ahead of industry trends and operational challenges.

Qualifications:

• Education: Bachelor’s degree in a relevant field (e.g., Data Analytics, Marketing, Communications, or Business).

• Experience: Demonstrated expertise in social media management, incident handling, and data analysis.

• Skills:

  • Advanced Excel and data visualization skills (e.g., Tableau, Power BI).

  • Strong analytical and critical thinking abilities to identify trends and actionable insights.

  • Excellent written and verbal communication skills tailored to diverse audiences.

  • Comprehensive knowledge of social media KPIs and customer service metrics.

Good to Have:

• Experience with social listening tools such as Meltwater, Brandwatch, Talkwalker, or Sprinklr.

• Certifications in data analytics, social media operations, or crisis management.

• Understanding of predictive analytics and trend forecasting models.

Please refer to job description.