Social Media Manager
Location: Colorado Springs
Posted on: June 12, 2021
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.
- 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
- Ability to act quickly, fold in cross-functional partners, and
mitigate crisis concerns that come through social media
- 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
- 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
- High school diploma of GED equivalent
- Bachelor's Degree in Communications, Advertising, Social Media
Marketing, Social Media Management, Journalism, English, PR or
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
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
- 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
- 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
- Produces high-quality project documentation with no
- 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
- 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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