Job Description

JOB SUMMARY

The Senior Manager, Social Media Care leads day‑to‑day operations and execution of Social Media Care across assigned regions within the Customer Engagement Centers. This role is responsible for driving consistent service delivery, team performance, and customer experience outcomes across both reactive social care and proactive engagement.

The Senior Manager supports the operationalization of Social Media Care strategy, ensuring alignment to enterprise priorities, service standards, and brand voice. This role leads a team to effectively service customer inquiries and issues, and translates insights from social channels into actions that improve customer experience and mitigate risk. This role serves as the real-time voice of the customer, identifying emerging sentiment, reputational risks, and service gaps, and translating them into actionable improvements across the enterprise.

CANDIDATE PROFILE

 Education and Experience

 Required

• 4-year bachelor's degree from an accredited university in Business Administration, Marketing, Hospitality Management, or related major; and 3+ three years of experience in customer service, contact center, service recovery environment, or related professional area.
• OR
• High school diploma or GED; 5 years of experience in customer service, contact center, service recovery environment, or related professional area.

Preferred

• Proven ability to lead teams and drive performance outcomes
• Experience managing the full lifecycle of customer service issues
• Strong analytical and problem-solving capabilities

 CORE WORK ACTIVITIES

• Lead daily operations of regional Social Media Care team, ensuring service levels, quality, and productivity targets are met
• Execute Social Media Care strategy and ensure alignment to enterprise standards, policies, and brand voice
• Drive consistency in processes, workflows, and customer experience across teams and shifts
• Monitor operational performance and implement actions to address gaps and improve outcomes
• Oversee resolution of complex, high‑visibility, and sensitive social media cases
• Provide guidance to teams on tone, judgment, and service recovery in high‑risk situations
• Partner with Customer Resolution, PR, and other stakeholders to resolve escalated issues
• Ensure timely follow‑through and accountability for all customer commitments
• Drive execution of proactive engagement strategies across social platforms
• Ensure teams actively identify and participate in relevant conversations to strengthen brand presence
• Reinforce consistent application of brand voice and engagement standards and support teams in anticipating guest needs and preventing escalation
• Analyze customer interactions, sentiment, and social trends to identify risks and opportunities
• Escalate emerging issues and provide recommendations to leadership and partners
• Drive process improvements to enhance service delivery and customer experience
• Identify emerging issues early through social signals and drive proactive intervention before escalation

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.