Magnon Group

-We are seeking a Senior Community Operations Manager to lead the Escalation Program for the APAC region.- In this role, you will represent the APAC escalation function, collaborating closely with global counterparts to shape strategy for advanced support channels.- You will oversee the regional operations of these teams while partnering with local stakeholders to manage high-impact and sensitive escalations effectively.- The Advanced Support teams include SORT (Social Media Response Team) and ECR (Executive Community Relations).- SORT manages escalations originating from major social media platforms, ensuring timely and effective responses to public-facing issues.- ECR handles critical cases raised internally by employees or externally through other channels, including high-priority safety-related escalations that demand discretion, speed, and empathy.- This position combines strategic leadership with operational excellence.- You will be accountable for the performance and delivery of advanced support teams, while also driving cross-functional impact by synthesizing insights from escalations to identify trends, recommend process improvements, and strengthen upstream systems.Operational Excellence:- Lead the execution and continuous optimization of APAC escalation programs, ensuring operational rigor and service excellence.- Drive improvements in user experience by balancing speed, quality, and insight-driven decision-making against established SLAs and performance metrics. Stakeholder Management & Communication:- Partner with business leaders to proactively surface and address critical safety, regulatory, and -operational risks , ensuring appropriate prioritization and resource alignment.- Collaborate cross-functionally with Operations, Customer Experience, Safety, Legal, Regulatory, Product, Policy, and Communications teams to effectively manage incidents and regulatory concerns.- Distill complex issues into clear, compelling narratives that inform and influence senior decision-making and foster alignment across diverse stakeholders.- Leadership & Influence - Represent the escalations team to APAC leadership across CommOps and Business functions.- Continuously evaluate and innovate on existing processes to enhance efficiency, scalability, and impact.- Inspire, mentor, and empower a high-performing team, fostering collaboration with regional and global partners to achieve shared goals.Basic Qualifications:- 5+ years of demonstrated success in operations leadership, consulting, program management, or safety and regulatory strategy, with a strong record of driving measurable impact.- Exceptional stakeholder management and leadership skills, with the ability to navigate complex situations, influence outcomes, and make sound decisions under ambiguity.- Outstanding communication and executive influencing abilities, capable of aligning cross-functional teams and engaging senior leaders effectively.- Deep understanding of business operations and strategic trade-offs, with the judgment to balance competing priorities. (ref:iimjobs.com)