Senior Specialist – Social Media Intelligence

Corporate Communications:

Our Corporate Communications department manages relationships with the media and shares information about the company both externally and to our employees worldwide.

Job Overview and Responsibilities:

The Senior Specialist helps to identify and monitor issues via social listening tools that could potentially impact brand reputation globally. The person in this role will report to the Senior Manager of Social Media Intelligence and assists the senior manager and managers on the team by collaborating closely with internal operational teams, customer service delivery teams and corporate communications to inform solutions for operational/customer disruptions based on analysis and insights derived from social data. This person will also complete tasks and reports as necessary and support the overall team as necessary. This position will potentially require an evening, 10 hour shift with 3 days off.

Responsibilities:

• Use enterprise social listening platforms, customer engagement tools and internal operational systems to monitor, gather and analyze data across social media platforms (English-language) related to priority issues, operational and customer disruptions, as well as the overall customer experience 
• Act as liaison between Airport Operations, Network Operations Center, Social Media and Corporate Communications/Media Relations teams, as well as any other pertinent stakeholders, providing real-time insights 
• Identify emerging brand reputation issues and understand when and how to escalate a situation and/or potential media coverage to the appropriate stakeholders 
• Assist with reports around issues impacting brand reputation, online conversation trends for United and its competitors, notable flight/airport incidents, IRROPS, emergency response situations and key announcements with the guidance of the managers and senior manager 
• Provide background/status of incidents or issues (United Incident Reports reports) that could generate media attention

Required:

• Bachelor's degree 
• At least 3 years of relevant experience 
• Minimum 2-3 years in a social media role in a corporate communications environment 
• Must be flexible, willing and able to work morning and evening shifts on weekdays, weekends and holidays 
• Ability to aggregate information from multiple sources, including enterprise systems and third-party platforms and develop clear, customer-centric messaging 
• Analytical and problem-solving ability with an emphasis on drawing inferences with data 
• Understanding of social media platforms and digital trends 
• Ability to translate this knowledge to others less familiar with social media 
• Excellent verbal and written communications skills 
• Self-starter with strong problem solving and interpersonal skills 
• Ability to manage multiple, competing priorities 
• Detail-oriented and thorough 
• Comfortable working in fast-paced, dynamic and deadline driven environment 
• Proficiency in MS Excel, PowerPoint and Word 
• Possess a high level of integrity and discretion when presented with sensitive or confidential issues 
• Must be legally authorized to work in the United States for any employer without sponsorship 
• Successful completion of interview required to meet job qualification 
• Reliable, punctual attendance is an essential function of the position

Preferred:

• Airline or travel industry experience 
• Issues/crisis management experience 
• Experience using enterprise social media management platforms (ex: Khoros) and monitoring tools (ex: Netbase, Dataminr, etc.)