Program Leader, Social Brand Reputation

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. This team sits under the customer care organization, but it is closely tied to Brand Social and Crisis Communications.

You will live and breathe social media focused on protecting Uber's reputation. The team's 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

We are looking for a strong leader to run this social media crisis team that operates across seven markets. You’ll have three managers who oversee the daily operations, but your role is to ensure extreme rigor and sound judgement is applied to every situation.

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.

• Manage a 20+ team (divided under 3 managers that will report into you) that oversee 24/7 operations for high-risk social media situations
• Serve as the point person for all social media escalations with cross-functional teams and leadership
• Lead various aspects of brand crises on social media, including social listening, reporting, responding, liaising with comms, investigating with Ops, etc.
• Partner closely with Comms and Brand Social
• Foster a culture of high-performance, strong judgement and a propensity for action
• 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 regularly during nights and weekends

• Minimum of 5 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

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