Program Specialist IV

About the RoleOur mission is to ensure all Uber users have a seamless customer care experience, while also protecting Uber’s reputation. To do this, we are building a new team called the Social Brand Reputation Team in France. They will sit under Global Community Operations on the Social Media Operations Response Team (SORT), but they will be closely tied to Regional Marketing and Crisis Communications.They will live and breathe social media focused on protecting Uber’s reputation. This role will have two main objectives:Provide white glove attention for viral and influencer posts on social media, working closely with cross-functional customer-care centric teamsWork with Comms and Marketing to serve as the frontline team for issues surfacing on social mediaYou should bring a passion for customer care, influencer management and crisis communications. You should be comfortable rolling up your sleeves with the details of individual customer care issues, have a passion for influencer/celebrity community, as well as feel comfortable managing sensitive issues-centric topics.This role will work directly with the regional team in France, so you will work with key stakeholders across all Community Operations workstreams.This role requires a person who is a dynamic, fast thinker who can spot potential problems before they become a major brand risk. We are looking for someone who is always looking to improve efficiency and solve problems which arise in this high change environment.What You'll DoMonitor social media for influencer and viral posts and respond to customer care or negative posts about the brand via Uber's social media tool, Sprinklr, as well as occasionally natively monitoring platformsUnderstand the full spectrum of Uber customer care policies and processesLiaison with Regional Marketing and Comms on replies to influencer and viral postsBring an elevated lens of Marketing/Comms to Uber’s customer care worldManage various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liaisoning with policy, etc.Work with stakeholders and varied policies in FranceWhat You'll NeedMinimum of 2 years of prior work experience, preferably in social media community management or related fieldFluent in English and FrenchAbility to thrive in an ambiguous and flexible work environmentBachelor's degree, preferably in Communications, Social Media or Public RelationsFamiliar with working in a social media listening tool and managing cases withinUnderstand intuitively what has the propensity to go viral and create brand crisesProficient stakeholder management skillsPrevious experience managing Brands and Crisis in Social MediaCustomer care operations experienceStrong communicator (both verbal and written); creative copy writing skillsCustomer focus, empathy and business acumen to understand the customers’ needs and generate engaging conversations in Social MediaProblem solver - Desire to address complex problems without hesitationIndependent 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 workHighly organized and able to multitask, whilst maintaining clear and proactive flow of communicationClear 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 usersUber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com. #J-18808-Ljbffr