Social Escalations Manager

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San Francisco, CA | New York City, NY | Seattle, WA Posted 30+ days ago

KEY RESPONSIBILITIES * Build the team's playbooks, escalation criteria, tooling solutions, and SOPs to successfully manage social escalations * Actively monitor public social channels for brand mentions, surfacing potential escalations and triaging them against defined criteria * Own social escalations end-to-end during your coverage hours * Communicate crisply with internal stakeholders: brief executives on live situations, give Comms partners the facts they need, and keep incident channels useful and current * Build social reports in real-time, using the data to drive actionable…

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