Social Operations Programme Manager

Overview

We are seeking a proactive and organised Social Operations Programme Manager to lead the execution and optimisation of our social media support initiatives. In this role, you will independently manage sub-projects within a broader social operations framework, working closely with senior stakeholders for direction and alignment.

You will oversee our support presence across key social platforms, develop strategies to expand into new channels (such as Discord), identify emerging trends, and continuously enhance the processes that underpin our social support operations. To succeed, you’ll need a strong understanding of social media ecosystems, support operations, and project management.

Key Responsibilities

• Develop and deliver strategies to improve and expand social support operations on platforms including X, Reddit, and Discord.
• Partner with technical, product, and operations teams to align on shared objectives and ensure the successful delivery of projects.
• Monitor and analyse emerging trends and audience conversations across social platforms, using enterprise-level tools (e.g. Sprinklr, Khoros, Brandwatch) and external research to inform strategy.
• Manage day-to-day social support activities, ensuring high-quality engagement and timely resolution of customer issues.
• Create and maintain documentation, guidelines, and best practices to support scalable and effective social operations.

Skills and Experience

• Experience: 3–5 years’ experience in social media management, community management, or a related discipline.
• Education: Bachelor’s degree in Business, Marketing, Communications, or equivalent practical experience.
• Track record: Demonstrated success in launching, managing, or scaling social media operations or programmes.
• Technical proficiency: Experience with social CRMs and enterprise-level social management platforms (e.g. Sprinklr, Khoros, Brandwatch).
• Project management: Strong stakeholder management skills, with the ability to coordinate cross-functional teams and align priorities.
• Support operations: Sound understanding of customer support processes and systems.
• Problem-solving: Skilled in identifying issues, analysing data, and implementing effective solutions.
• Communication: Excellent written and verbal communication skills, with the ability to collaborate effectively across teams.

What We’re Looking For

An adaptable, self-motivated professional with a passion for social media and customer experience. You thrive in fast-moving environments, enjoy solving complex challenges, and take pride in building processes that scale.

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.