[Hiring] Operations Lead @Otonomee

Role Description

The Operations Lead – Social Media & Marketing is responsible for leading the delivery, performance, and strategic direction of Social Media operations while ensuring alignment with broader marketing and business objectives.

Key Responsibilities:

• Operational Leadership & Delivery:
  • Own end-to-end delivery of Social Media operations and ensure KPIs and SLAs are met.
  • Act as the key point of contact for clients and stakeholders.
  • Manage day-to-day operations, resourcing, and workload planning.
  • Oversee escalation management and resolution.
  • Identify and manage risk – including brand risk management.
• Social Media Management & Analytics:
  • Monitor responses to comments, messages and mentions to foster community engagement and enhance member experience.
  • Ensure all responses are on brand and in line with company values and goals.
  • Manage social media crises and support with de-escalations.
  • Manage social media tools and platforms used for scheduling, listening and analytics.
  • Stay up to date with social media trends, algorithm changes and best practices.
  • Develop and implement social media strategies aligned with business goals.
  • Analyze current marketing efforts to pinpoint weaknesses and make improvements.
  • Implementation of operational efficiencies and deployment of industry best practices to improve client outcomes and service effectiveness.
• Team Leadership & Development:
  • Lead and develop a team of Social Care Team Managers and Social Care Representatives.
  • Conduct performance reviews and ongoing coaching.
  • Foster a culture of collaboration and continuous improvement.
• Client & Stakeholder Management:
  • Build strong client relationships and act as a trusted advisor.
  • Produce regular business reviews (weekly, monthly, and quarterly review) with insights and recommendations.
  • Deliver presentations and performance updates.
  • Ensure client satisfaction and alignment.
  • Proactively identifying opportunities for service enhancement.
  • Translating client objectives into operational actions.

Qualifications

• 5+ years in operations or social media leadership roles.
• Experience managing teams in BPO or social media environments.
• Familiar with Social media tools (e.g., Sprinklr, Nectar, Hootsuite) and Analytics platforms.
• Understanding of social media KPIs; Assist with tracking and interpreting metrics to enhance user engagement, suggest content optimization.
• Competent in providing high-level support to both team members and customers.
• Can demonstrate high levels of initiative with the ability to plan and prioritise tasks.
• Proven to be organised, methodical and rigorous.
• Have a growth mindset and are a proactive, self-motivated individual.
• Have remote working experience and capabilities.
• English Proficiency & Comprehension (spoken and written).

Requirements

• Fully Remote work from home role based in Portugal.
• A competitive salary.
• €20 Monthly Internet Allowance.
• €10.46 Meal Allowance per working day.
• Equipment provided.
• Home office allowance.
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
• Fun company events and team outings.
• Autonomy and Responsibility.