Program Leader, Social Brand Reputation

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. This team sits under the customer care organization, but it is closely tied to Brand Social and Crisis Communications.
You will live and breathe social media focused on protecting Uber’s reputation. The team's 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
We are looking for a strong leader to run this social media crisis team that operates across seven markets. You’ll have three managers who oversee the daily operations, but your role is to ensure extreme rigor and sound judgement is applied to every situation.
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.
What You'll Do
Manage a 20+ team (divided under 3 managers that will report into you) that oversee 24/7 operations for high-risk social media situations
Serve as the point person for all social media escalations with cross-functional teams and leadership
Lead various aspects of brand crises on social media, including social listening, reporting, responding, liaising with comms, investigating with Ops, etc.
Partner closely with Comms and Brand Social
Foster a culture of high-performance, strong judgement and a propensity for action
Understand the full spectrum of Uber customer care policies and processes as they relate to riders, drivers, restaurants, and delivery people.