Job Description
Social Media & Communications Supervisor
The Social Media and Operational Communications Supervisor acts as a trusted travel advisor/communicator, demonstrates United’s shared purpose & values, and is a leader for our social media and operational customer communications functions within the Contact Center Organization.
This role has a combined responsibility of supervising the 24/7/365 delivery of customer engagement for social media care and the customer messaging for operational communications.
Duties and Responsibilities
Oversee our operation as team lead on scheduled shift
Manage questions, requests and issues from within and outside of the team, handle/delegate operational communication requests, escalate social media trends, influencers and potential crisis/adverse events
Manage performance (conversation and communication handling) and growth (coaching, training) of Representatives (both direct and indirect reports)
Support Assistant Manager and Leadership team with additional work/projects, as assigned
Work collaboratively with business partners across the organization including Contact Center, Network Operations Center (NOC), Station Operation Centers (SOC), Airport Operations
Support the operation and Representatives, when needed, by assisting with the management of social media customer care conversations and/or monitoring flights for in-the-moment delay, cancellation and operational impact messaging
Job Requirements
3-4 years communications related experience
Strong leadership capabilities including the ability to develop and motivate team members
Ability to effectively communicate and collaborate with all levels within the organization
Advanced copywriting and conversational communications skills
High standard for quality and attention to detail
Strong customer 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
Flexibility to work various shifts to support 24/7/365 operation (including overnight, weekend, holiday and overtime hours)
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
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position
Bachelor’s Degree in Communication or other relevant field of study
Airline or travel industry experience
Professional writing experience
Customer service experience
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