Social Media Customer Support Program Manager

Job Description

Intel Customer Support is looking for a dynamic and passionate self-starter to join our Social Care team and lead our services in the PRC region. In this role, you will apply and grow your knowledge of social media platforms, tools, and practices as you develop relationships, protocols, and strategies for social care in the region. You will collaborate closely with Intel service partners to monitor the quality/timeliness of customer responses and provide analysis/insights to Intel global marketing teams to identify issues, trends, or risks that may impact the Intel brand. Finally, you will work on various projects to define/align global best practices, optimize social care operations, and implement innovative ideas aimed at improving our overall customer experience.

Qualifications

Minimum qualifications are required to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates. Minimum Qualifications: - A bachelor's degree in social media management, communications, marketing, or a related field or 3+ years in a social media or customer service role. - Ability to effectively use a variety of regional social media platforms (e.g. WeChat, BiliBili, Zhihu, Weibo, etc.) - Command of Mandarin and English languages in both written and verbal forms. - Flexibility in working hours to cover engagement with global teams - Ability to respond to issues with urgency, using solid judgement to identify and mitigate potential crisis/risks - Strong attention to detail needed to ensure timeliness and quality of Intel responses across public social media forums - Obsession for delivering high quality support to a broad range of global customers - Proficient in various productivity tools used to create, analyze, and present data (e.g. Excel, PowerPoint, etc.) Preferred Qualifications: - Detailed knowledge of regional social media best practices - Working knowledge of regional social media management/monitoring/analytics tools (e.g. Sprinklr, Hootsuite, etc.) Requirements listed could be obtained through a combination of industry relevant job experience, internship experiences and or schoolwork/classes/research.

Inside this Business Group

Intel's Sales and Marketing (SMG) organization works with global customers and partners to solve critical business problems with Intel based technology solutions. SMG works across business units to amplify the customer voice and deliver solutions that accelerate their business. We work across numerous industries, including retail, enterprise and government, cloud services and healthcare as examples. The operations team focuses on forecasting, driving alignment with factory production and delivering efficiency tools and our marketing capability drives demand and localized marketing in locations around the globe. Our sales force navigates a complex partner and customer ecosystem while shaping product roadmaps, driving value for our customers, and collaborating to harness emerging technology trends to deliver comprehensive solutions.

Posting Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits

We offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, stock, bonuses, as well as, benefit programs which include health, retirement, and vacation. Find more information about all of our Amazing Benefits here: https://www.intel.com/content/www/us/en/jobs/benefits.html

Working Model

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site. In certain circumstances the work model may change to accommodate business needs.