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 English SBR lead, this role will lead a team of two frontline specialists 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 teams
• Work with Comms and Brand Social to serve as the frontline team for issues surfacing on social media

• Provide continuous support and management to the two frontline specialists
• Fully run the France SBR strategy and daily operations with regional stakeholders (Comms, Brand Social, Safety, Risk, Fraud, Escalations, etc.)
• Manage the Sprinklr workflow and optimizations for SBR France
• Develop an in-depth understanding of customer experience by incorporating quantitative and qualitative insights
• Lead 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 lens
• Understand 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 accordingly
• Identify operational weaknesses and help improve or innovate new processes to increase overall efficiency across the organization
• Manage diverse sets of senior global stakeholders across our team and business to get work done in alignment with our global strategy
• Develop executive-level communications and presentations for Uber's leadership
• Manage, steer, guide, coach & develop, and evaluate members of the team.
• Be on-call during nights and weekends as needed

• Fluent in English and French
• Minimum of 4 years of prior work experience, preferably managing social media for a high-profile brand with reputation issues
• Bachelor's degree, preferably in Communications, Social Media or Public Relations

• 6+ years of social media community management for a large global brand with diverse issues
• Strong understanding of France's social media and traditional media landscape
• Project management: you have proven experience of managing multiple projects end-to-end in a fast-paced environment, with the ability to work to tight timescales
• Ability to thrive in an ambiguous and flexible work environment
• Social Listening and Software Proficiency in Sprinklr & Brandwatch
• Strong stakeholder management skills, especially ability to lead conversations in complex situations involving multiple and senior stakeholders from varied backgrounds
• Understand intuitively what has the propensity to go viral and create brand crises
• Experience leading influencer/celebrity management and relationships
• Previous experience managing Brands and Crisis in Social Media
• Customer care operations experience
• Strong communicator (both verbal and written); creative copy writing skills
• Customer focus, empathy and business acumen to understand the customers' needs and generate engaging conversations in Social Media
• Problem solver - Desire to address complex problems without hesitation
• Independent 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 work
• Highly organized and able to multi-task, whilst maintaining clear and proactive flow of communication
• Clear 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 users
• Analytically oriented - Can demonstrate impact and efficacy of initiatives on the business
• Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment
• On-Call operations experience