Program Manager, Brand Reputation & Social Listening

About the Role

The Social Brand Reputation Team’s mission is to ensure all Uber users have a seamless customer care experience, while also protecting Uber’s reputation. To do this, we are expanding a new team called the Social Brand Reputation Team (SBR) to new priority markets. They sit under Global Community Operations (CommOps) on the Social Media Operations Response Team (SORT), but they will be closely tied to Global Brand Social and Crisis Communications.

They will live and breathe social media focused on protecting Uber’s reputation. In partnership with the Global SBR lead, this role will lead two teams of specialists (Brazil and Mexico) who have two main objectives:

• Provide white glove attention for viral and influencer posts on social media, working closely with cross-functional customer-care centric teams

• Work with Comms and Brand Social to serve as the frontline team for issues surfacing on social media

You should bring a passion for customer care, influencer management and crisis communications. You should be comfortable rolling up your sleeves with the details of individual customer care issues, have a passion for influencer/celebrity community, as well as feel comfortable managing sensitive issues-centric topics.

This role requires a person who is a dynamic, fast thinker who can spot potential problems before they become a major brand risk. We are looking for someone who is always looking to improve efficiency and solve problems that arise in this high change environment. The person should also be prepared to manage, steer and guide junior members of the team.

This role will work across many functions and teams within CommOps, across international offices, and will provide you with the opportunity to completely design, prioritize, and implement projects to support this fast-growing organization scale.

What You'll Do

• Provide continuous support and management to the multiple frontline specialists across Brazil and Mexico

• Fully run the Brazil and Mexico SBR strategy and daily operations with regional stakeholders (Comms, Brand Social, Safety, Risk, Fraud, Escalations, etc.)

• Manage the Sprinklr workflow and optimizations for SBR Brazil and Mexico

• Develop an in-depth understanding of customer experience by incorporating quantitative and qualitative insights

• Lead various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liasioning with policy, etc.

• Elevate customer care with a Brand Social/Comms lens

• Understand the full spectrum of Uber customer care policies and processes as they relate to riders, drivers, restaurants, and delivery people.

• Estimate work efforts, design project plans, define milestones and manage resources accordingly

• Identify operational weaknesses and help improve or innovate new processes to increase overall efficiency across the organization

• Manage diverse sets of senior global stakeholders across our team and business to get work done in alignment with our global strategy

• Develop executive-level communications and presentations for Uber’s leadership

• Manage, steer, guide, coach & develop, and evaluate members of the team.

• Be on-call during nights and weekends as needed

Basic Qualifications

• Fluent in English, Portuguese and Spanish

• Minimum of 4 years of prior work experience, preferably managing social media for a high-profile brand with reputation issues

• Bachelor's degree, preferably in Communications, Social Media or Public Relations

Preferred Qualifications / Experience

• 6+ years of social media community management for a large global brand with diverse issues

• Strong understanding of Brazil and Mexico’s social media and traditional media landscape

• Project management: you have proven experience of managing multiple projects end-to-end in a fast-paced environment, with the ability to work to tight timescales

• Ability to thrive in an ambiguous and flexible work environment

• Social Listening and Software Proficiency in Sprinklr & Brandwatch

• Strong stakeholder management skills, especially ability to lead conversations in complex situations involving multiple and senior stakeholders from varied backgrounds

• Understand intuitively what has the propensity to go viral and create brand crises

• Experience leading influencer/celebrity management and relationships

• Previous experience managing Brands and Crisis in Social Media

• Customer care operations experience

• Strong communicator (both verbal and written); creative copy writing skills

• Customer focus, empathy and business acumen to understand the customers’ needs and generate engaging conversations in Social Media

• Problem solver - Desire to address complex problems without hesitation

• Independent and proactive, self-starter and highly motivated; capable of working independently, yet collaboratively, within a fast-paced environment, while maintaining a positive, proactive and energetic approach to work

• Highly organized and able to multi-task, whilst maintaining clear and proactive flow of communication

• Clear Understanding of Engagement elements across the most popular social networks (Facebook, Twitter, LinkedIn, Instagram, TikTok, Reddit, Youtube)

• Ability to de-escalate, shift and approach negative engagements to turn them into positive outcomes for our users

• Analytically oriented - Can demonstrate impact and efficacy of initiatives on the business

• Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment

• On-Call operations experience