Sutherland is seeking an innovative VX (Viewer Experience) Social Media Support Manager! This role provides support for a popular Streaming Service’s Viewer Experience and their social media team. If you consider yourself a specialist in the social customer service and social media spaces, we want to work with you! 

As a Social Media Support Manager, you will work under the direction of the VX Social Media leadership team and get to:

• Focus on product launches, maintenance of knowledge and resources, report maintenance, support of systems/tools and workflows.
• Help identify opportunities for continuous process improvement. This role will work under the direction of the VX Social Media leadership team.
• Collaborate with the regional leadership team and act as a liaison to elevate needs to the VX Social Media leadership team

• Support and drive strategic regional initiatives
•  Act as a conduit and cascade information and resources related to launch readiness, marketing campaigns et al
• Delegate tactical assignments to the tandem Social Media Specialist role
• Elevate uncertainties relating to workflows, judgement calls, and ad hoc questions to VX Social Media leadership team
• Identify trending topics that could or have impacted our streaming brand operation and notify the appropriate stakeholders
• Support strategic implementation of systems, tools, workflows and quality guidelines
• Identify weaknesses and gaps in the current architecture and elevate to VX Social Leadership team

Our most successful candidates will have:

• Proficiency in standard methodologies and how to implement them and can operationalize processes that will empower VX teams to meet and exceed business expectations.
• Deep knowledge when it comes to team operations, including quality standards and expectations, workflows
• Proven experience contributing to social community ecosystems and service channels, ideally in the customer service space
• Track record of seeing projects to completion and adapting to ongoing business/industry changes
• Experience working with Social Studio, Salesforce, Sprout Social or other CRM/CXM tools
• Strong project management and organizational skills
• Excellent communication skills
• Major plus - experience in AirTable, Google products, AppFollow, and Microsoft Office Suite

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.