Social Escalations Program Manager

Responsibilities

• Build playbooks, escalation criteria, tooling solutions, and standard operating procedures for social escalations.
• Monitor public social channels for brand mentions, identify potential escalations, and triage them against defined criteria.
• Own social escalations end-to-end during coverage hours.
• Brief executives and communicate factual updates to Communications partners and internal incident channels.
• Build real-time social reports and use data to recommend actions that resolve incidents and reduce reputational risk.
• Write post-escalation reports documenting incidents, actions taken, and recommended changes.
• Improve playbooks, response templates, escalation criteria, and procedures based on operational experience.

Requirements

• 6+ years of experience in social analytics, escalation management, customer support, or related front-line operations, ideally at a consumer or developer platform.
• Deep knowledge of social platforms and hands-on experience with social listening tools, including query writing, alert design, API pipelines, and report building.
• Excellent judgment under pressure and an understanding of how issues spread across public social platforms.
• Strong written communication skills for executive briefings and incident documentation.
• Ability to coordinate cross-functionally and influence partners without positional authority.
• Pattern-detection mindset and ability to identify second-order issues.
• Comfort with ambiguity and a bias toward action.
• Bachelor's degree or equivalent combination of education, training, and experience.

Compensation

• Annual salary: $210,000–$260,000 USD.