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Social Media Manager

Company: T-Mobile
Location: Colorado Springs
Posted on: June 12, 2021

Job Description:

Posting expires on Friday, June 11th at 12:00pm PT

Location Requirement: Must be within 75 miles of Bellevue-HQ or one of the following legacy magenta customer experience centers: Bellingham, WA; Colorado Springs, CO; Mission, TX; Albuquerque, NM; Salem, OR; Meridian, ID; Witchita, KS; Springfield, MO; Nashville, TN; Chattanooga, TN, Birmingham, AL; Oakland, ME; Richmond, VA; Augusta, GA; Charleston, SC; Tampa, FL

T-Mobile's Social Media Care team is the largest social care team on the planet, providing Un-carrier, award winning customer service across social media platforms, 24x7, 365 days per year. Our brand has paved the way for Social Customer Care, and we have set the precedent on how customer service should be done on social over the past 8+ years. The Social Media Experience & Listening teams play a vital role within the overall Social Media organization. As a Social Media Manager, you'll be a key part in creating an exceptional customer and frontline experience through the creation and deliverance of content, and documentation of workflows and talking points. The core function of the Experience Team is to ensure that the customer and frontline experience ladder up to our core company values and that our frontline is ready to react and respond to anything at a moment's notice, 24x7, 365 days per year. From partnering and collaborating with the Listening Team and Social Care leadership to being the Social Media Care subject matter expert when working on enterprise-wide projects, this position is responsible for advocating on behalf of the customer and ensuring an Un-carrier front-line employee experience exists to support the customer. This role is responsible for implementing process updates and communicating changes to leadership and the frontline in real-time. In addition, they will own the frontline readiness for all projects and initiatives. This requires working cross functionally with Senior level business owners to ensure alignment on design and communication exists prior to and during requirements, readiness plans are in place pre-launch, flawless execution takes place during launch, and all post launch issues are resolved. The ideal candidate also will have the ability to work cross-functionally with multiple stakeholders, receiving and providing input for enterprise and departmental projects. This role also is required to partner closely with public relations to help get information to Social Media Care agents to deliver external communications for business-impacting events. You'll also partner closely with several cross-functional stakeholders to eliminate process gaps, and provide the most efficient and simple workflows for agents to follow.

Required:

  • 2 - 4 years of experience in social media, writing/editing, communications, public relations or related field
  • 2 - 4 years of experience with writing and publishing documentation through internal knowledge management systems.
  • Proficient in MS Office - specifically Excel, Word, PowerPoint, and Adobe products, especially AEM
  • Ability to optimize and create content that adheres to established governance, matching formatting and style standards.
  • Ability to act quickly, fold in cross-functional partners, and mitigate crisis concerns that come through social media channels.
  • Full industry knowledge of customer satisfaction drivers; strong understanding of policy/process impact to front line employee & customer satisfaction.
  • Experience in process design/management including proven success in process design, optimization, analysis and documentation
  • Previous experience managing team or similar cross-functional program leadership role
  • Ability to be available 24/7 during an on-call shift.
  • Experience partnering with business SMEs to document new processes and policies for Social Media Care agents.
  • Public Relations experience desired.
  • Industry knowledge of customer satisfaction drivers, and how processes directly impact customer satisfaction and frontline agent experience.

Education

  • High school diploma of GED equivalent

Desired

  • Bachelor's Degree in Communications, Advertising, Social Media Marketing, Social Media Management, Journalism, English, PR or related field

The starting pay range for a candidate selected for this position who is based in Colorado is generally within the range of $40,000 to $75,000 . The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below this range. Employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of an employee's eligible earnings in the prior year.

Requires competency in act like an owner, champion change, connect the vision, create happy customers, dare to innovate, include each other, lead, and inspire, never stop growing, and win together.

Essential Functions

  • Develops and owns the comprehensive execution plans of customer experience improvements for every major business initiative that impacts the Social Media Care front line.
  • Creates and presents executive summaries to Senior level Social Media Care leaders while also summarizing and presenting out the tactical details to the Social Media Care leaders
  • Accountable for completion of all project/initiative actions prior to launch, frontline support during launch, and follow up actions post launch for the major business initiatives they own.
  • Is the subject matter expert for Social Media Care, ensuring that clear understanding of the key Social customer and frontline experience issues exists and that the solutions being implemented by active projects are aligned to the key drivers of the Social Media customer experience.
  • Works cross-functionally to solve complex, multi-faceted problems facing day-to-day operations of the Social Media Care Team; deliver simplified solutions that allow the department to seamlessly provide customer service excellence.
  • Proactively identifies potential issues as a departmental expert and collaborates with cross-functional partners to mitigate issues and risks by planning/implementing solutions with a sense of urgency.
  • Produces high-quality project documentation with no assistance.
  • Answers frontline questions and help mitigate customer pain points to help relieve any frontline or customer experience concerns, including 24/7 support availability during an on-call shift.
  • Advocate for, create, manage, and revise Talking Points that act as a talk track for T-Mobile's Social Care frontline with a focus on factually correct and brand appropriate responses.
  • Partner with multiple cross-functional teams to deliver content to the frontline for projects, including processes, communications, and talking points.
  • Helps to manage social media outreach in times of crisis, and for ongoing issues management, in concert with the issues management and business communications for operational areas and related support functions. Protects and promotes T-Mobile's reputation through and on social media.
  • Also responsible for other Duties/Projects as assigned by business management as needed.

Equal Employment Opportunity

We take equal opportunity seriously-by choice.

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Keywords: T-Mobile, Colorado Springs , Social Media Manager, Other , Colorado Springs, Colorado

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