Ola Cabs - Head/Associate Director/Director - Social Media Group

Key roles & responsibilities:

- Leading a team of smart social media CEO and social media related handles and complaints regarding safety situations (road safety, personal safety, women's safety etc)

- The role will be at the group level - will need to develop overall safety strategy for the response team.

- Will be at the forefront of defining the right response to a social media related issue that is reported with a strong obsession for best customer experience

- Partnering with internal stakeholders to build strategies, and campaigns, that promote best practices.

- Work with internal stakeholders in providing timely resolution and improve customer experience.

- Manage efforts in building online reviews and reputation. Monitor online reviews and respond to each review.

- Take a customer focused approach to handling complaints and escalations. Strong follow-up required on all the assigned cases.

- Do detailed RCA of each escalation and program manage the fixing of the root causes with various teams.

- Provide resolution within the framed timelines.

Minimum skills required:

- Bachelor's degree or MBA

- Prior professional experience with optimization, processes, systematic organization, program/project management

- 8 to 15 years of relevant business experience

- Strong problem solving skills with an ability to derive innovative solutions, a hands-on decision maker

- Experience of working with consumer facing mobile tech start up with be preferred.

- Should have experience with managing customer complaints & escalations raised on social platforms like Facebook, Twitter etc

- Should have a good understanding of Facebook, Instagram, Twitter, Snapchat, Tumblr, etc., including why content on those platforms becomes viral / popular.

- Should have a demonstrated ability to create positive responses even to the rudest tweets, or Facebook posts.

Competencies:

- Problem solving

- Excellent verbal and written communication skills

- Excellent team handling skills

- Intuitive and dynamic

- Cross functional collaboration

- Highly engaged and positive