We are seeking a visionary and strategic General Manager – Social Media Customer Care to lead our digital customer engagement operations across all social platforms. This executive-level role is ideal for a senior leader with deep expertise in customer experience, digital communication, and social media strategy. You will oversee the full spectrum of social care operations, aligning business objectives with customer engagement, brand integrity, and operational excellence.
• Strategic Leadership & Vision:
Define and lead the overarching strategy for social media-based customer care, aligning with brand, customer experience, and digital transformation goals.
Drive the evolution of social care as a key business function, integrating it into the broader customer service and communications strategy.
Lead long-term planning, innovation, and platform development for proactive and reactive social engagement.
• Team Management & Organizational Development:
Build, manage, and mentor a multi-level team including supervisors, analysts, and social care agents across regions and time zones.
Establish KPIs and performance metrics to drive accountability, efficiency, and team development.
Foster a high-performance culture rooted in empathy, responsiveness, and brand loyalty.
• Brand Protection & Risk Management:
Oversee handling of escalated customer issues, crisis response, and sensitive public interactions across all social channels.
Collaborate with Legal, PR, Marketing, and Executive teams to manage brand reputation, misinformation, and public crises.
Implement monitoring systems and protocols for real-time risk detection and response.
• Customer Experience & Innovation:
Champion customer feedback as a core business insight by integrating social feedback into product, service, and operational improvements.
Lead automation, AI, and conversational tool integration to optimize responsiveness and scalability.
Maintain a deep understanding of digital customer behavior and trends to enhance service quality.
• Cross-Functional Collaboration:
Partner closely with Marketing, Digital, Customer Experience, and Product teams to ensure a unified voice across all channels.
Collaborate with data and insights teams to extract meaningful analytics that support strategic decisions.
Represent the social care function in executive-level conversations and reporting.
• Reporting & Business Intelligence:
Own the reporting structure for all social care performance metrics, customer sentiment, and team outputs.
Present regular insights to the executive team, highlighting wins, risks, and strategic recommendations.
Use data to continuously improve efficiency, team structure, and customer outcomes.
Leading a scalable, global social customer care operation
Safeguarding brand reputation in public-facing digital environments
Building high-performing teams and optimizing workflows
Innovating with AI, chatbots, and social monitoring technologies
Driving customer-centricity through data and engagement insights
Bachelor’s degree in Business, Marketing, Communications, or related field (MBA or Master’s preferred)
10+ years of experience in customer care, social media, or digital experience roles, including 5+ years in senior/executive leadership
Proven track record of building and scaling social media support or digital service functions
Strong knowledge of social listening tools, CRM platforms, and enterprise-level engagement tools (e.g., Sprinklr, Khoros, Zendesk, Salesforce)
Experience managing high-risk public communications and cross-functional teams
Exceptional leadership and organizational development skills
Executive-level communication and crisis management ability
Strategic thinker with deep operational understanding
Data-driven, with strong business acumen and decision-making skills
Passion for customer experience, innovation, and digital growth