AT&T-Associate Director of Social Media Strategy & Operations
The Associate Director of Social Media Strategy and Operations will lead AT&T's Online Community presence supporting the customer lifecycle including service, support. A key aspect of this role is to link interactions of the community to the business drivers of the eCommerce division including revenue generation and cost savings and customer satisfaction. This role has a seat on AT&T's Digital Leadership Council and serves as a key leader of social media along with counterparts in Corporate Communications, Employee Communications, Marketing and Advertising. The Associate Director of Social Media Strategy and Operations will define the ecosystem of people, places, content, partners and technologies employed to accomplish broad organizational objectives while establishing the Social Media roadmap for the eCommerce division and the necessary goals, strategies and tactics employed to achieve that roadmap.
This person should have a firm knowledge of community models, the platforms employed, the capabilities necessary to effectively employ social media listening and engagement tools along with social media analytics and their impact on the bottom line.
A person will achieve success in this role by clearly linking human transactions that take place on the community to revenue generation, cost savings, customer satisfaction while supporting a positive public opinion of the brand. Additionally, the candidate will know how to define success for programs that entail:
- Influencer Management programs
- Community Health management
- Real-Time Customer Service Engagement in social channels such as Twitter and Facebook
- Social Media Innovation techniques
- Project, Program and Product launch advisory to business stakeholders
The ability to efficiently and effectively lead a team of operations and strategy skill-sets is a must.
The ideal candidate will be comfortable navigating a massively matrixed organization that spans multiple product lines and divisions as well as channels of operation including retail, ecommerce and call centers including the often indistinct delineation between consumer and business customers.
This person should have a firm knowledge of social media and marketing analytics, social commerce, mobility, apps, eCommerce, enterprise applications, and software-as-a-service (SaaS).
This person also should have demonstrated leading successful enterprise projects and programs for large companies and should be an entrepreneur at heart who is willing to roll up their sleeves and assist with whatever is needed to ensure a project is successfully delivered.
Responsible for working and coordinating many projects with cross-functional business teams, IT,
product managers, legal, purchasing, development partners, and vendors and ensuring all teams can
successfully execute their projects and initiatives on time and within budget, while meeting all requirements.
- Develop comprehensive plans of where and how social media and marketing analytics processes will need Technology support / Productization for rapid scaling and expansion to support different customers.
This position entails leading the Social Media strategy and operational team members that will be responsible for researching, defining, building and sustaining corporate social media initiatives for customer care, self-service and customer lifecycle activities pertaining to AT&T's digital consumer experience. This person will also be responsible for building business cases, defining and tracking benefits, measurement and implementation of said initiatives in addition to administering and tracking against budgets, managing the internal and external resources necessary to deliver against this strategic vision, and coaching and mentoring the team.
Supervises: Yes
Qualifications: Position Requirements:
- Minimum of 4 years experience in digital/social strategy with a focus on telecom/wireless or entertainment preferred.
- Vendor management skills and experience.
- Project management skills and experience.
- Budget development and management
- Business Case development and justification
- Advanced copyrighting skills and experience.
- Possess strong team management skills for global team and ability to partner proactively with other parts of the business
- Highly motivated, results-driven strategic thinker
- Highly organized and detail oriented with an exceptional sense of accountability.
- Proven in dealing with strategic, highly complex issues, problems, and challenges.
- Expresses written ideas, thoughts and facts in a clear, convincing and organized way.
- Ability to juggle multiple projects, organizational abilities, creative ideas and administrative tasks in a fast paced environment.
DesiredQualifications:
- Bachelor's Degree or equivalent
The largest communications company in the United States. And the world. We are the industry leaders in providing wireless service, high speed internet access, local and long distance voice, and directory publishing and advertising services across the US. We are also developing our business to include next-generation television services with our new AT&T U-VerseSM TV.
Join our incredibly diverse company of more than 250,000 people and help drive the innovation that keeps AT&T at the leading edge of technology and service. Expect big things from the company that created the communications industry.
