Senior Manager, Guest Care (Community Management)
Job Responsibilities
- Provides strategic leadership and talent development for the Social Care & Community Management organization.
- Manages, trains, and coaches the team, who interact with guests through a variety of social media platforms concerning their commendations, questions, and concerns.
- Works with the Executive Director, Guest Care on staffing, evaluating, and retaining qualified staff.
- Drives the vision, growth, and governance of Panda’s owned social communities, leading the management and growth of the Panda community on company-owned social channels (e.g., FB, TW, IG, TT, YT) to meet/exceed performance measurement goals.
- Functions as the primary crisis-response lead, coordinating cross-functional alignment with PR, Legal, Operations, and Marketing during high-impact incidents, providing crisis-readiness guidance and contributing to scenario planning, and ensuring organizational agility and consistency in response during sensitive events.
- Champions an insights-driven approach to community interaction, building relationships with Panda guests, fans, and followers through daily conversation, which includes listening to and drawing insights from guest comments (mentions, inquiries, suggestions, complaints, and compliments) to create actionable opportunities for the brand.
- Designs and operationalizes enterprise-wide processes for social listening, escalation, and engagement, enabling the organization to proactively identify brand-building opportunities, mitigate risks, and support PR initiatives across various social platforms, including but not limited to Facebook, Twitter, Instagram, Reddit, TikTok, and YouTube; serves as escalation point for the social team.
- Creates messaging and curate content that align with our brand standards and attract, engage, inform, and retain guests; works effectively with agency partners, as well as with Creative Design, PR, and Digital/Social teams.
- Promotes partnerships and supports campaign launches and omnichannel initiatives, community management, and social metrics data collection.
- Led comprehensive reporting and strategic analyses, including performance dashboards, productivity assessments, competitive benchmarking, and trend forecasting.
- Builds business cases for innovation, operational improvements, and resource optimization. Advises the Executive Director, Guest Care on long-term organizational strategy.
- Manages Social Care & Community Management vendors/partners and programs, including use of monitoring tools such as Sprout and Brandwatch.
Requirements
- Bachelor’s degree in Communications, Marketing, Business Administration, or related field required.
- 7+ years of experience in Social Care, Community Management, Digital Customer Experience, or related fields within high-volume consumer-facing environments, with increasing management responsibility; proven track record leading real-time social engagement and crisis-management operations, including cross-functional escalation, risk assessment, and executive communication.
- Obtaining a valid Food Handler's Card within 30 days of employment is a requirement of this position. If hired, completion of annual store training.
Qualifications
- Proven ability to manage and coach a team.
- Experience in managing social media communities and crisis management.
- Strong understanding of digital customer experience and social media trends.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Knowledge of social media analytics and reporting tools.
Skills
- Strategic thinking and problem-solving skills.
- Effective communication and interpersonal skills.
- Leadership and management skills.
- Ability to handle multiple tasks and prioritize effectively.
- Strong analytical and reporting skills.
- Experience with social media platforms and tools.
Benefits
- Hybrid Work schedule
- 401K with company match
- Yearly bonus opportunity
- Full medical, dental, and vision insurance
- On-site fitness center, biometric screen, and flu shot clinic
- Discounts at Panda restaurants, theme parks, and gym memberships
- Paid time off starting at 15 days with 7 federal holidays
- Continuous education assistance and scholarships
- Income protection including Disability, Life and AD&D insurance
- Bereavement leave
- Benefits available for eligible permanent full time associates
Pay
Pay Range: M3: $127,000 - $178,000 / Annual
Within the range, individual pay is determined using various factors, including work location and experience.
About the Role
The Senior Manager, Guest Care (Social Engagement & Listening) position is responsible for leading the management and growth of the Panda community on company-owned social channels as well as establishing processes to identify opportunities for connecting with guests across a wide range of social platforms. This position serves as a voice and advocate for Panda and is responsible for building relationships with Panda guests, fans, and followers through daily conversation. The Sr. Manager manages, trains, and coaches the Social Care & Community Management team and works with the Executive Director, Guest Care on hiring, evaluating, and retaining qualified staff and on developing long-term plans.
Schedule
Hybrid Work schedule
Benefits
- Full medical, dental, and vision insurance
- On-site fitness center, biometric screen, and flu shot clinic
- Discounts at Panda restaurants, theme parks, and gym memberships
- Paid time off starting at 15 days with 7 federal holidays
- Continuous education assistance and scholarships
- Income protection including Disability, Life and AD&D insurance
- Bereavement leave
- Benefits available for eligible permanent full time associates
Pay
Pay Range: M3: $127,000 - $178,000 / Annual
Within the range, individual pay is determined using various factors, including work location and experience.
Company Overview
Panda Restaurant Group, Inc. is an Equal Opportunity Employer and is committed to providing equal opportunity, and does not discriminate on the basis of any characteristic protected by law, including but not limited to sex/gender (including pregnancy, childbirth, lactation and related conditions), gender expression, race, color, religion, national origin, sexual orientation, gender identity, disability, age, ancestry, medical condition, genetic information, marital status, and veteran status. Additionally, Panda Restaurant Group, Inc. complies with all federal, state, and local laws regarding requests for workplace accommodation. The Americans with Disabilities Act (ADA) prohibits discrimination against qualified individuals on the basis of disability. Applicants are entitled to reasonable accommodations, absent undue hardship, to effectively participate in the application and hiring process, for example, sign language interpreters.