Director, Social Capabilities

Position Overview:

The Global Enterprise Services Social Capability team is hiring a Director - Social Capabilities to support and drive the Social Capability's increasingly complex service line product management, governance, compliance, backlog, roadmap, technical requirements to match our tooling and services with business requirements to deliver on business objectives. At the same time the director needs to foster tool innovation and leverage automation/AI to build efficiency/effectiveness whilst future proofing the capability and its service lines which currently include social media, influencer, QR codes/short links & brand safety.

Function Related Activities/Key Responsibilities:

• Networked Community management - managing diverse sets of stakeholders to obtain business priority for service line product feature roadmaps.
• Manage products, solutions, tools, roadmaps, backlogs across service lines
• Software configuration governance including tracking/measurement/reporting across service lines as well as building and maintaining compliance views and frameworks in tools and applications based on evolving business compliance needs
• New feature rollout & technical project management, inputting or deriving toolkits to assist with these efforts
• Manage access and permissions to various tools, applications & solutions
• Interface with TCCC Information technology and governance teams to ensure system compliance
• Work closely with the Unified Social Service Delivery team to receive & shape requirements and subsequently right-size/evolve solutions and applications according to business requirements
• Be the steward of solution changes and partner with the Unified Social Service Delivery team to enable best in class user training
• Enable downstream system requirements e.g. API configuration for media data lake performance data ingestion
• Leverage vendor technical, product and managed services teams to maintain internal product roadmaps and deliver on requirements
• Act as a thought leader for service line innovation, steward the leveraging of appropriate automation and AI within the solutions across the service lines
• Leadership qualities to be successful in the role: candidate needs to have a service mindset, exhibit active listening skills, be able to deliver complex solutions within a dynamic matrixed environment

• Experience in & understanding of social media and influencer marketing campaigns preferred
• Experience successfully implementing complex projects across multiple geographies and business functions
• Experience in the Sprinklr Social Martech SAAS tool or similar solution

• Tool competency: Software as a Service governance & product management, specifically social media SAAS
• Experience in automation & AI
• Project & Change Management
• Orchestration across networks and functions at a global level
• Service mindset and strong consumer/internal customer service orientation
• Analytics - ability to analyze system and process data to improve service line delivery