Senior Community Operations Manager

About the job

As a Senior Community Operations Manager for the APAC region, you will be responsible for leading the Escalation Program by collaborating with global counterparts to shape strategy for advanced support channels. Your key responsibilities will include: - Representing the APAC escalation function and overseeing the regional operations of SORT (Social Media Response Team) and ECR (Executive Community Relations) teams. - Managing high-impact and sensitive escalations effectively by partnering with local stakeholders. - Ensuring timely and effective responses to public-facing issues originating from major social media platforms through SORT. - Handling critical cases raised internally or externally, including high-priority safety-related escalations, with discretion, speed, and empathy through ECR. - Driving cross-functional impact by identifying trends, recommending process improvements, and strengthening upstream systems based on insights from escalations. In terms of operational excellence, you will: - Lead the execution and continuous optimization of APAC escalation programs to ensure operational rigor and service excellence. - Drive improvements in user experience by balancing speed, quality, and insight-driven decision-making against established SLAs and performance metrics. Your role will also involve stakeholder management and communication, including: - Partnering with business leaders to address critical safety, regulatory, and operational risks by ensuring appropriate prioritization and resource alignment. - Collaborating with cross-functional teams to manage incidents and regulatory concerns effectively and distilling complex issues into clear narratives for senior decision-making. As a successful candidate, you should possess: - 5+ years of demonstrated success in operations leadership, consulting, program management, or safety and regulatory strategy. - Exceptional stakeholder management and leadership skills with the ability to navigate complex situations and influence outcomes. - Outstanding communication and executive influencing abilities to align cross-functional teams and engage senior leaders effectively. - Deep understanding of business operations and strategic trade-offs to balance competing priorities effectively.