Associate Program Manager - Social Brand Rep

RESPONSIBILITIES:
Kforce has a client in San Francisco, CA that is seeking an Associate Program Manager - Social Brand Reputation.

Responsibilities:
* Monitor social media for influencer and viral posts and respond to customer care or negative posts about the brand via the company's social media tool, as well as occasionally natively monitoring platforms
* Understand the full spectrum of customer care policies and processes
* Liaison with Marketing and Comms on replies to influencer and viral posts
* Bring an elevated lens of Marketing/Comms to the company's customer care world
* Manage key stakeholder conversations with senior level global leadership
* Manage various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liasioning with policy, etc.
* Work with stakeholders and varied policies across the world, but specifically in the US, United Kingdom & Ireland, India, and Australia
* Assist in training and onboarding new team members on processes and ways of working

REQUIREMENTS:
* Bachelor's degree, preferably in Communications, Social Media or Public Relations
* 4+ years of social media community management for a large brand with diverse issues
* 2+ years of prior work experience, preferably in social media community management or related field
* 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
* Understand intuitively what has the propensity to go viral and create brand crises
* Proficient stakeholder management skills
* Influencer management experience
* 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

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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