Team Leader Of Social Media Care

The Team Leader of Social Media Care is responsible for overseeing Paycom’s online brand presence including the monitoring, tracking, routing and responding to comments and review activity online. Responsibility includes tracking trends daily and reporting on these findings to key stakeholders. This position will also work with other areas of the Marketing & Communications team, as well as other departments within Paycom.

RESPONSIBILITIES

• Coach, develop, and lead team; and, assign and manage work conducted within the group
• Monitor, track and report on Paycom’s online presence across numerous platforms in real time.
• Review and moderate user generated comments, posts, reviews or other online content in a quick and timely manner. Provide direction on responding to comments as appropriate in order to foster a positive community and add value to the user’s experience.
• Conduct outreach to key audiences regarding reviews and advocacy.
• Provide trend reports and detailed results of monitoring and response efforts daily, weekly and over time. Help forecast new developments and proactively build strategies to be effective in outreach efforts.
• Communicate and coordinate across departments to ensure the proper escalation of feedback and alignment on response or strategy.
• Analyze potential threats from a multitude of sources and decide whether events are false positives or potential threats.
• Manage vendors, agency partners and direct reports, maintain relationships and evaluate value or partnerships.
• Become an expert in Paycom’s customer demographics and current and future products. Ensure product benefits are consistently and properly presented to the appropriate audiences across all mediums.
• Proactively find new review sites or forums where Paycom is discussed.

Education/Certification:

• Bachelor’s degree

Experience:

• 6+ years of relevant job experience

PREFERRED QUALIFICATIONS

Education/Certification:

• Bachelor’s degree in public relations, marketing, communications, business, cyber security or related field

Experience:

• Demonstrated ability to supervise or coach others
• Experience in social or online community management

Skills/Abilities:

• Ability to decide potential impact and whether escalation and reporting are required.
• Ability to leverage community management guidelines and documents that reflects the holistic understanding and implementation of the role and its effects.
• Strong planning skills and proven experience in coordinating ideas and resources to achieve goals.
• Computer proficiency in MS Office products, specifically Word, Excel and PowerPoint.
• Strong technical aptitude in learning new software, industry terminology and Paycom specific products quickly.
• Experience with social listening software like Sprout Social or Sprinklr.
• Strong verbal and written communication skills.
• Professional demeanor and appearance is a must.
• High standard of excellence in attention to details, deadlines, office policies and procedures.
• Ability to handle a number of high priority projects simultaneously and effectively.
• Able to work well with others across the organization.
• Strong analytical and problem solving skills.
• Highly responsive with an ability to handle escalations quickly and professionally.

Paycom is an equal opportunity employer and prohibits discrimination and harassment of any kind. Paycom makes employment decisions on the basis of business needs, job requirements, individual qualifications and merit. Paycom wants to have the best available people in every job. Therefore, Paycom does not permit its employees to harass, discriminate or retaliate against other employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department. ****To learn more about Paycom's affirmative action policy, equal employment opportunity, or to request an accommodation - Click on the link to find more information: paycom.com/careers/eeoc