About this role
About the Role
The Social Brand Reputation Team's mission is to ensure all Uber users have a seamless customer care experience, while also protecting Uber's reputation. To do this, we are expanding a new team called the Social Brand Reputation Team (SBR) to new priority markets. They sit under Global Community Operations (CommOps) on the Social Media Operations Response Team (SORT), but they will be closely tied to Global Brand Social and Crisis Communications.
They will live and breathe social media focused on protecting Uber's reputation. In partnership with the Global SBR lead, this role will lead two teams of specialists (Brazil and Mexico) who 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 Brand Social to serve as the frontline team for issues surfacing on social media You 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 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 that arise in this high change environment. The person should also be prepared to manage, steer and guide junior members of the team.
This role will work across many functions and teams within CommOps, across international offices, and will provide you with the opportunity to completely design, prioritize, and implement projects to support this fast-growing organization scale.
What You'll Do Provide continuous support and management to the multiple frontline specialists across Brazil and MexicoFully run the Brazil and Mexico SBR strategy and daily operations with regional stakeholders (Comms, Brand Social, Safety, Risk, Fraud, Escalations, etc.)Manage the Sprinklr workflow and optimizations for SBR Brazil and MexicoDevelop an in-depth understanding of customer experience by incorporating quantitative and qualitative insightsLead various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liasioning with policy, etc.Elevate customer care with a Brand Social/Comms lensUnderstand the full spectrum of Uber customer care policies and processes as they relate to riders, drivers, restaurants, and delivery people.Estimate work efforts, design project plans, define milestones and manage resources accordinglyIdentify operational weaknesses and help improve or innovate new processes to increase overall efficiency across the organizationManage diverse sets of senior global stakeholders across our team and business to get work done in alignment with our global strategyDevelop executive-level communications and presentations for Uber's leadershipManage, steer, guide, coach & develop, and evaluate members of the team.Be on-call during nights and weekends as needed Basic Qualifications Fluent in English, Portuguese and SpanishMinimum of 4 years of prior work experience, preferably managing social media for a high-profile brand with reputation issuesBachelor's degree, preferably in Communications, Social Media or Public Relations Preferred Qualifications / Experience 6+ years of social media community management for a large global brand with diverse issuesStrong understanding of Brazil and Mexico's social media and traditional media landscapeProject management: you have proven experience of managing multiple projects end-to-end in a fast-paced environment, with the ability to work to tight timescalesAbility to thrive in an ambiguous and flexible work environmentSocial Listening and Software Proficiency in Sprinklr & BrandwatchStrong stakeholder management skills, especially ability to lead conversations in complex situations involving multiple and senior stakeholders from varied backgroundsUnderstand intuitively what has the propensity to go viral and create brand crisesExperience leading influencer/celebrity management and relationshipsPrevious 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 multi-task, 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 usersAnalytically oriented - Can demonstrate impact and efficacy of initiatives on the businessAbility to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environmentOn-Call operations experience Ready to Ride? This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you. You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits. Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements. Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.