Senior Manager, Social Media Guest Care

About the Role

The Senior Manager, Social Media Guest Care is responsible for leading the strategy, vision, and daily operations of our social media guest care experience. This leader will oversee a team of 3–5 Social Care Specialists and Coordinators, ensuring timely, empathetic, and brand-right responses across platforms including X, TikTok, Instagram, and Facebook. This role develops and owns the workflows, brand voice guidance, and service standards for social care, ensuring our guests receive a best-in-class experience every time they engage with us online.

Note: This role focuses exclusively on guest care within social media—not marketing, content strategy, or paid social.

Key Responsibilities

Leadership & Team Development

• Lead, coach, and develop a team of 3-5 Social Care Specialists and Coordinators.
• Conduct regular 1:1s, performance reviews, and development planning.
• Build a positive, collaborative, and high-performance team culture.

Social Care Strategy & Operations

• Own the vision, strategy, and roadmap for Social Media Guest Care.
• Develop and optimize workflows, response frameworks, SLAs, and escalation paths.
• Ensure responses reflect brand voice, compassion, and accuracy.
• Partner closely with Training and QA to ensure consistency, skill development, and quality standards.

Cross-Functional Collaboration

• Work closely with internal partners to ensure guest issues are escalated and resolved quickly.
• Collaborate to ensure feedback loops are streamlined, documented, and communicated effectively.

Analytics, Reporting & Insights

• Prepare and deliver regular reporting for leadership on trends, volume, insights, guest sentiment, and emerging issues.
• Use data to identify opportunities to improve guest satisfaction and operational efficiency.
• Monitor KPIs and ensure performance metrics are achieved.

Preferred Experience & Skills

Required

• 5+ years’ experience with Social Media Care, or related field.
• 2+ years of people leadership experience with proven success in coaching and team development.
• Strong communication skills—clear, concise, and brand-appropriate.
• Analytical thinker with experience translating data into insights and recommendations.
• Experience managing high-volume social media care operations.

Preferred

• Experience with Sprout Social, Salesforce Service Cloud, or similar platforms.
• Background in developing workflows, playbooks, and response frameworks.
• Strong ability to collaborate cross-functionally and influence without authority.

What Makes You Successful

• You thrive in fast-paced, high-visibility environments.
• You’re passionate about exceptional guest experiences.
• You combine empathy with data-driven decision making.
• You’re proactive, solution-oriented, and always looking for ways to elevate the guest experience on social channels.

Competitive Pay: $98,077 - $117,692 annually

The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, job-related knowledge, skills, and geographical location. Individual compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Saint Louis Support Center