Senior Manager, Social Media Guest Care

Job description

Senior Manager, Social Media Guest Care 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. Key Responsibilities: Leadership & Team Development: - 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. Social Care Strategy & Operations: - Own the vision, strategy, and roadmap for Social Media Guest Care. - Develop and optimize workflows, response frameworks, SLAs, and escalation paths. - Ensur...