Social Operations Programme Manager

Overview

We are seeking a proactive and organised Social Operations Programme Manager to support and optimise our social media customer care initiatives across all consumer products. This role is central to ensuring a consistent, high-quality support experience for users across key social channels, including Discord and other emerging platforms.

You will oversee operational execution, manage cross-functional projects, and help build governance frameworks that enable teams and partners to provide effective social support at scale. Working closely with senior stakeholders, you will help shape processes, create documentation and guidelines, and ensure best practices are applied across products and markets.

This is an execution-focused, operational role — ideal for someone with a strong grasp of social media platforms, user behaviour, and support operations, who excels in stakeholder and project management.

Key Responsibilities

• Manage and optimise social support operations across major social platforms, including X, Reddit, and Discord.
• Partner with product, technical, and operations teams to ensure alignment and delivery of social care initiatives.
• Support the expansion of social care into new channels, establishing governance frameworks and scalable processes.
• Monitor audience sentiment and emerging trends using enterprise tools (e.g. Sprinklr, Khoros, Brandwatch) and competitive insights to inform improvements.
• Create and maintain clear documentation, guidelines, and best practices to enable consistent, effective customer support across teams and markets.
• Coordinate the day-to-day operations of social support activities, ensuring timely and high-quality customer engagement.
• Provide project management oversight for social care initiatives, tracking progress, risks, and outcomes.

Skills and Experience

• Experience: 3–5 years in social media management, community management, or social customer support.
• Education: Bachelor’s degree in Business, Communications, Marketing, or equivalent experience.
• Social operations: Solid understanding of social media ecosystems, customer support processes, and operational workflows.
• Tools: Experience using enterprise social management platforms (e.g. Sprinklr) to monitor and manage customer interactions.
• Project management: Strong stakeholder management and organisational skills, with experience coordinating cross-functional initiatives.
• Analytical skills: Ability to identify trends, interpret data, and provide actionable insights.
• Communication: Excellent written and verbal communication skills, with the ability to collaborate effectively across diverse teams.
• Desirable: CRM experience or familiarity with large-scale customer engagement platforms.

About You

You are an adaptable, self-motivated professional who thrives in fast-paced environments. You’re passionate about social media and customer experience, and you take pride in building processes that scale efficiently. You enjoy problem-solving, collaborating across teams, and turning complex operational challenges into simple, effective solutions.

This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. If you have not received a response, please assume that you have not been selected for progression to the next stage of the hiring process.