Manager - Social Care (Hybrid)

What’s needed to succeed (Minimum Qualifications):

• Bachelor’s degree or equivalent experience

• 3-5 years Leadership and management experience

• Change Management experience

• Strong leadership capabilities including the ability to develop and empower team members

• Ability to effectively communicate and collaborate with all levels within the organization

• Consistent knowledge of current events, how they impact social channels, our brand, and overall customer perception. 

• High standard for quality and attention to detail

• Strong customer-first service mindset

• Excellent interpersonal and problem-solving skills

• Keen ability to work independently and in a team setting

• Strong ownership mindset and resolve to follow-through

• Able to adapt to a fast-paced and rapidly changing environment

• Proficiency in MS Excel, PowerPoint, and Word

• Ability to work both in-office and remotely, based on scheduling and operational needs

• Must be legally authorized to work in the United States for any employer without sponsorship

• Project management experience to partner with multiple teams to drive our Social Future.

 

What will help you propel from the pack (Preferred Qualifications):

• Bachelor’s degree and 5 years of applicable experience

• Experience working with popular social media monitoring tools and social media management tools such as Sprinklr

• Airline or travel industry experience

• Professional writing experience

• Customer service experience

• Experience partnering with Brand, Marketing, or Corp. Communications.  

Job overview and responsibilities

The Social Care Manager leads a team of agents and assistant managers who engage with customers across X (Twitter), Facebook, and Instagram. This role requires delivering accurate, transparent, and on-brand solutions while understanding the potential viral impact of customer interactions on social media. The manager must leverage operational expertise and brand awareness in their decision-making process.

A key responsibility is enhancing both agent and customer experience through technology optimization. Using the Sprinklr platform, the manager will analyze data to improve agent performance and maintain high customer satisfaction levels.

The role also focuses on talent development, with the manager actively coaching assistant managers and collaborating on agent training initiatives. Success in this position requires fostering a collaborative environment that promotes continuous improvement and alignment with strategic objectives.

• Oversee operations as team leader, managing questions, requests, and issues from within and outside the team. Work collaboratively with business partners across the organization, including Brand, Corporate Communications, Network Operations Center, and Airport Operations

• Manage performance and growth of Specialists and Assistant Managers through coaching and training initiatives

• Develop, manage, and execute process change initiatives

• Project manage technology initiatives focused on optimization and future capability enablement

• Support the Leadership team with additional work and projects as assigned