Social Media Manager, Member Support Operations
Company: Disability Solutions
Location: Plano
Posted on: October 6, 2024
Job Description:
ABOUT THE ROLEWe are looking for a Social Care Manager to join
our globally diverse and talented team within our Member Support
organization. In this role you will play a pivotal part in
safeguarding and enhancing our brand's reputation through proactive
social support management and Member engagement specific to the
Member's experience post-purchase. You and your team will monitor
all of Peloton's social accounts (Facebook, X (formerly Twitter),
Instagram, LinkedIn, etc.) as an extension of our existing Member
Support channels. This role is not only about monitoring and
responding to social media interactions but also about creating a
strategic framework that drives Member satisfaction while
minimizing and mitigating negative experiences. You will also work
closely with our extended Member Support Operations leadership team
to recognize trends driving Member dissatisfaction, and identify
ways to drive performance across our Support teams to ultimately
provide a Best In Class support experience. You will also create
innovative ways to leverage the various social platforms to drive
awareness to Member impacting incidents, updates, resolutions, and
fixes. YOUR DAILY IMPACT AT PELOTON
- Oversee the monitoring of social channels for Member Support
issues and potential crises.
- Analyze social data to identify trends, issues, and areas for
improvement.
- Develop strategies to mitigate Member friction, frustration,
and potential escalations.
- Drive initiatives that compliment our traditional Member
Support channels (phone, chat, email) through timely, empathetic,
and effective social engagement.
- Ensure timely and effective engagement with members to address
their concerns.
- Provide regular reports on social insights and member feedback
to the relevant stakeholders.
- Lead crisis management efforts on social platforms to protect
the brand's image and reputation.
- Train, mentor, lead and support the social listening team to
ensure high performance.
- Work closely with other departments, such as marketing,
customer service, press, membership, supply chain, etc. to address
issues and implement solutions.
- Stay updated on social trends and best practices to
continuously improve the social listening function.
- Partner with cross-functional teams within Global Member
Support and across Peloton to help implement processes to prevent
escalations and resolve issues before they negatively impact the
brand.YOU BRING TO PELOTON
- 3+ years of experience in a management role
- Bachelor's degree in Marketing, Communications, Public
Relations, or a related field.
- Proven experience in social platform management and customer
care, preferably within a similar industry.
- Excellent written and verbal communication skills with a keen
eye for detail.
- Strong understanding of social platforms, trends, and best
practices.
- Ability to handle multiple tasks and manage time effectively in
a fast-paced call center environment.
- Proficient in social analytics tools and platforms.
- Strong problem-solving skills and a customer-centric
attitude.
- Ability to work independently as well as part of a team.
- Proven ability to lead a team with direct responsibility for
driving the team's performance, setting targets as well as
performance goals, managing team productivity and performance
management.
- Experience with social platform advertising and paid
campaigns.
- Familiarity with CRM systems and customer service
software.
- Creative thinking and the ability to generate innovative
content ideas.
- Knowledge of SEO and web traffic metrics.#LI-EV1ABOUT
PELOTON:Peloton (NASDAQ: PTON), provides Members with expert
instruction, and world class content to create impactful and
entertaining workout experiences for anyone, anywhere and at any
stage in their fitness journey. At home, outdoors, traveling, or at
the gym, Peloton brings together immersive classes, cutting-edge
technology and hardware, and the Peloton App with multiple tiers to
personalize the Peloton experience [with or without equipment].
Founded in 2012 and headquartered in New York City, Peloton has
millions of Members across the US, UK, Canada, Germany, Australia,
and Austria. For more information, visit www.onepeloton.com.At
Peloton, we motivate the world to live better. "Together We Go Far"
means that we are greater than the sum of our parts, stronger
collectively when each one of us is at our best. By combining
hardware, software, content, retail, apparel, manufacturing, Member
support, and so much more, we deliver an exhilarating fitness
experience that unlocks our members' greatness. Join our team to
unlock yours.Peloton is an equal opportunity employer and complies
with all applicable federal, state, and local fair employment
practices laws. Equal employment opportunity has been, and will
continue to be, a fundamental principle at Peloton, where all team
members, applicants, and other covered persons are considered on
the basis of their personal capabilities and qualifications without
discrimination because of race, color, religion, sex, age, national
origin, disability, pregnancy, genetic information, military or
veteran status, sexual orientation, gender identity or expression,
marital and civil partnership/union status, alienage or citizenship
status, creed, genetic predisposition or carrier status,
unemployment status, familial status, domestic violence, sexual
violence or stalking victim status, caregiver status, or any other
protected characteristic as established by applicable law. This
policy of equal employment opportunity applies to all practices and
procedures relating to recruitment and hiring, compensation,
benefits, termination, and all other terms and conditions of
employment. If you would like to request any accommodations from
application through to interview, please email:
applicantaccommodations@onepeloton.comPlease be aware that
fictitious job openings, consulting engagements, solicitations, or
employment offers may be circulated on the Internet in an attempt
to obtain privileged information, or to induce you to pay a fee for
services related to recruitment or training. Peloton does NOT
charge any application, processing, or training fee at any stage of
the recruitment or hiring process. All genuine job openings will be
posted on our careers page and all communications from the Peloton
recruiting team and/or hiring managers will be from an @ email
address. If you have any doubts about the authenticity of an email,
letter or telephone communication purportedly from, for, or on
behalf of Peloton, please email
applicantaccommodations@onepeloton.com before taking any further
action in relation to the correspondence.Peloton does not accept
unsolicited agency resumes. Agencies should not forward resumes to
our jobs alias, Peloton employees or any other organization
location. Peloton is not responsible for any agency fees related to
unsolicited resumes.
Keywords: Disability Solutions, Carrollton , Social Media Manager, Member Support Operations, Executive , Plano, Texas
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