Associate Program Manage

Job Description
Job Descriptions:
Associate Program Manager Role (Remote)
About the Role:
Our mission is to ensure all Uber users have a seamless customer care experience, while also protecting Uber’s reputation. To do this, we are building a new team called the Social Brand Reputation Team. They will sit under Global Community Operations on the Social Media Operations Response Team (SORT), but they will be closely tied to Global Marketing and Crisis Communications.
They will live and breathe social media focused on protecting Uber’s reputation. This role will have two main objectives:
Provide white glove attention for viral and influencer posts on social media, working closely with cross-functional customer-care centric teams
Work with Comms and Marketing to serve as the frontline team for issues surfacing on social media
You should bring a passion for customer care, influencer management and crisis communications. You should be comfortable rolling up your sleeves with the details of individual customer care issues, have a passion for the influencer/celebrity community, as well as feel comfortable managing sensitive issues-centric topics.
This role is a part of a Global team so you will work with stakeholders across international offices, but most specifically in the US, United Kingdom & Ireland, India, and Australia.
This role requires a person who is a dynamic, fast thinker who can spot potential problems before they become a major brand risk. We are looking for someone who is always looking to improve efficiency and solve problems which arise in this high change environment.
Requirements What You'll Do
Monitor social media for influencer and viral posts and respond to customer care or negative posts about the brand via Uber's social media tool, Sprinklr, as well as occasionally natively monitoring platforms
Understand the full spectrum of Uber customer care policies and processes
Liaison with Marketing and Comms on replies to influencer and viral posts
Bring an elevated lens of Marketing/Comms to Uber’s customer care world
Manage key stakeholder conversations with senior level global leadership
Manage various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liasioning with policy, etc.
Work with stakeholders and varied policies across the world, but specifically in the US, United Kingdom & Ireland, India, and Australia
Potential to be on-call
Basic Qualifications
Minimum of 2 years of prior work experience, preferably in social media community management or related field
Preferred Qualifications / Experience
4+ years of social media community management for a large brand with diverse issues
Project management: you have proven experience of managing multiple projects end-to-end in a fast-paced environment, with the ability to work to tight timescales
Ability to thrive in an ambiguous and flexible work environment
Bachelor's degree, preferably in Communications, Social Media or Public Relations
Social Listening and Software Proficiency in Sprinklr & Brandwatch
Understand intuitively what has the propensity to go viral and create brand crises
Proficient stakeholder management skills
Influencer management experience
Previous experience managing Brands and Crisis in Social Media
Customer care operations experience
Strong communicator (both verbal and written); creative copy writing skills
Customer focus, empathy and business acumen to understand the customers’ needs and generate engaging conversations in Social Media
Problem solver - Desire to address complex problems without hesitation
Independent and proactive, self-starter and highly motivated; capable of working independently, yet collaboratively, within a fast-paced environment, while maintaining a positive, proactive and energetic approach to work
Highly organized and able to multi-task, whilst maintaining clear and proactive flow of communication
Clear Understanding of Engagement elements across the most popular social networks (Facebook, Twitter, Linkedin, Instagram, TikTok, Reddit, Youtube)
Ability to de-escalate, shift and approach negative engagements to turn them into positive outcomes for our users
Analytically oriented - Can demonstrate impact and efficacy of initiatives on the business
Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment
On-Call operations experience
Remote
Benefits Negotiable
Requirements
What You'll Do Monitor social media for influencer and viral posts and respond to customer care or negative posts about the brand via Uber's social media tool, Sprinklr, as well as occasionally natively monitoring platforms Understand the full spectrum of Uber customer care policies and processes Liaison with Marketing and Comms on replies to influencer and viral posts Bring an elevated lens of Marketing/Comms to Uber’s customer care world Manage key stakeholder conversations with senior level global leadership Manage various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liasioning with policy, etc. Work with stakeholders and varied policies across the world, but specifically in the US, United Kingdom & Ireland, India, and Australia Potential to be on-call Basic Qualifications Minimum of 2 years of prior work experience, preferably in social media community management or related field Preferred Qualifications / Experience 4+ years of social media community management for a large brand with diverse issues Project management: you have proven experience of managing multiple projects end-to-end in a fast-paced environment, with the ability to work to tight timescales Ability to thrive in an ambiguous and flexible work environment Bachelor's degree, preferably in Communications, Social Media or Public Relations Social Listening and Software Proficiency in Sprinklr & Brandwatch Understand intuitively what has the propensity to go viral and create brand crises Proficient stakeholder management skills Influencer management experience Previous experience managing Brands and Crisis in Social Media Customer care operations experience Strong communicator (both verbal and written); creative copy writing skills Customer focus, empathy and business acumen to understand the customers’ needs and generate engaging conversations in Social Media Problem solver - Desire to address complex problems without hesitation Independent and proactive, self-starter and highly motivated; capable of working independently, yet collaboratively, within a fast-paced environment, while maintaining a positive, proactive and energetic approach to work Highly organized and able to multi-task, whilst maintaining clear and proactive flow of communication Clear Understanding of Engagement elements across the most popular social networks (Facebook, Twitter, Linkedin, Instagram, TikTok, Reddit, Youtube) Ability to de-escalate, shift and approach negative engagements to turn them into positive outcomes for our users Analytically oriented - Can demonstrate impact and efficacy of initiatives on the business Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment On-Call operations experience Remote

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