Social Media Operations Manager

Job Roles and Responsibilities

Position Overview:

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.

Key Tasks

● The primary role is to manage the operations and supervise agents in their day-to-day

tasks.

● Analyze KPI data to address team performance daily, weekly, and monthly, and create

action plans based on reviews and root cause analysis.

● Monitor and provide immediate responses to chats for urgent call-outs and items

needing immediate attention.

● Provide insights based on tickets received and incidents affecting the team's day-to-day

performance.

● Cascade updates and important announcements to the team, ensuring follow-through

and tracker creation for execution.

● Coordinate with Workforce Management (WFM) on schedule needs and special

arrangements for agents.

Job Qualifications

Preferred 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.

Ideal Candidate:

This role is suited for someone who excels in data-driven problem-solving, thrives in fast-paced

environments, and is passionate about enhancing customer experiences. You combine a sharp

analytical mindset with a proactive approach to managing incidents and improving social media

operations, ensuring seamless customer care and operational efficiency.