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Job Details

Manager Social Media Services

Company name
T-Mobile USA, Inc.,(metropcs)

Location
Bellingham, WA

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Profile

Full Time Internal Only Create a 30-60-90 Day Plan and Email Your Plan To: This leadership position supports the T-Mobile brand across owned Social Media channels by aligning Sr. Social Media Specialists, Specialists, processes and activities on a real-time basis. This position is responsible to coach, develop, lead, motivate, and inspire their team of Social Media Specialists to ensure that customers have Un-carrier experiences when being handled via Twitter, Facebook, and other social properties. This leader is also accountable for representing the Social Customer experience when necessary and will partner with Sr. Managers\/Director on execution of vision and strategies. STUFF WE'LL TRUST YOU WITH YOUR RESPONSIBILITIES Develop Sr. Social Media and Social Media specialists to inspire brand ambassadors who \u201cown\u201d the customer experience; gain their commitment for the flawless execution of \T-Mobile's and T-Force\u2019s Vision, Strategy, Values and Initiatives. Ensure that employees obtain the appropriate training and support to apply their knowledge and skills on the job, in the desired way, and achieve the desired results. Provide consistent feedback on performance, manage professional development, and guide completion of team deliverables generated by daily work, projects, and annual goals. Meet and exceed all of the evaluative and diagnostic measurements including Quality and Customer Satisfaction goals. Achieve and maintain a high level of knowledge of the competitive marketplace, the ever changing social media landscape, and the changing wireless environment. Identify technology improvements for productivity\/service improvements. Resolve operational and interdepartmental problems quickly. Provide ongoing and frequent communication of business strategies and results to direct and indirect employees. Build solid productive relationships within Team and all cross functional partners. Provide timely feedback to Leadership on customer trends, issues and needs. Develop and manage social support workflow and operations across multiple channels and tools. Partner with Sr. Manager to develop social media services strategies with defined measures of success, and oversee execution of the tactics behind those strategies. Partner with Sr. Manager to ensure that as enterprise wide initiatives come to life, that team of Social Media Specialist is well trained and equipped to handle all inquiries on branded social properties Communicate team goals, accomplishments, and impacts to cross-functional business partners and senior leadership as needed. Function as point of contact for cross-functional business partners, stakeholders, and leadership; handle escalations and expedited requests as appropriate. Back up Sr. Manager as needed. STUFF YOU TELL PEOPLE AT PARTIES YOUR QUALIFICATIONS Desired: Social Media experience (marketing or customer service) Strategic thinker with proven ability to deliver results Strong leadership, employee development, and people skills Ability to manage, lead, and develop direct reports across multiple functions and remote locations Ability to prioritize and deliver on multiple threads of work Expertise with Business Process, Methods and Procedures, content management practices, or Social Media Operations Demonstrated excellent analytical skills with critical thinking skills Familiar with continuous improvement strategies, process, and procedures Ability to identify and propose alternative solutions regarding obstacles, resources, and other operating issues Ability to build strong cross-functional relationships including those with senior level executives Ability to determine and secure the resources and materials needed to perform the work of the unit Minimum Required: Bachelor\u2019s degree or 3-5years related experience 3-5 years of leadership experience 3-5 years of experience in communication\/social media strategy and delivery 3-5 years of analytical experience 2 years of wireless experience Experience contributing to departmental strategy including the development and implementation of underlying tactics Experience leading and developing partnerships that are not direct reports Ability to work effectively within all levels of the organization to identify and meet business goals Proficient in Microsoft Office (Excel, Word, PowerPoint) and social platforms (Twitter, Facebook, G , YouTube, etc.) Excellent written and verbal communication skills Demonstrated ability to manage and implement multiple communication strategies and campaigns Education Required: Bachelor\u2019s Degree 3-5 years related experience

Company info

T-Mobile USA, Inc.,(metropcs)
Website : http://www.metropcs.com

Company Profile
We announced that MetroPCS and T-Mobile have officially joined forces. We believe things are only going to get better for you as we aim to provide you with more phone choices, more value and more coverage and resources now that we have combined MetroPCS and T-Mobile.

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