Social Media Manager

• Lead day-to-day operations of social media teams, ensuring SLA compliance, smooth task execution, and process continuity
• Manage a team of Social Media Specialists (SMS) and own partner/client escalations
• Track team performance using dashboards/tools, share regular reports, and provide insights for leadership reviews
• Develop reporting metrics and dashboards as business complexity evolves
• Manage workflows for a large customer base with varied process requirements
• Act as the first escalation point for partner queries with timely responses and accurate reporting
• Oversee onboarding, training, and refresher sessions for team members
• Drive efficiency improvements, process automation, and cross-functional collaboration with Product/Engineering teams
• Support hiring, manage leave planning, and address performance issues to maintain productivity and availability
• Build a strong team culture through regular check-ins, recognition, and transparent communication to boost cohesion, morale, and engagement

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Social Media Manager