Russell Tobin and Associates is seeking a Social Communications & Escalation Manager to work for our global technology client. This role is working a hybrid schedule in Playa Vista, CA. This role is responsible for managing critical social alerts and escalations, working closely with cross-functional teams globally to craft external communications, and resolve issues. The goal is to create an exceptional user experience for everyone, which includes: internal stakeholders, users, creators, technical teams, and vendors.

Pay: $120 – 130 per hour on W2

Duration: 6-month contract with possible extensions

Schedule: 40 hours per week - Hybrid work (Tues to Thurs in the office, Monday & Friday remote)

Location: Playa Vista, CA

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Top Skills

• 6-8 years of experience in Crisis management, Crisis communications, or Escalation Management
• Must have experience in Written Communication or Communication Strategy in a fast-paced, global environment
• Bachelor's Degree in Communications or related field

*This role not related to IT Escalations.

Qualifications:

• Experience managing external communications, preferably on public platforms and social media; strong editorial point of view for the brand voice and tone.
• Experience in crisis response or escalation management; excels at copywriting under timely, strict deadlines.
• Ability to analyze data, identify trends, and present key findings to improve future programs and strategies.

Responsibilities

• Manage critical social alerts and escalations, working closely with cross-functional teams to craft external communications and resolve issues.
• Triage and respond to incidents efficiently, adhering to SLAs for sending external social communications and internal Executive communications. Handle a wide range of escalations, including platform outages, technical issues, creator support requests, high-profile social media complaints, and executive concerns.
• Enable our Social and Community vendor operation by providing urgent guidance to agents, developing workflows for timely and emerging social trends, and managing consults from agents.
• Drive continuous improvements by identifying opportunities for enhancing the user experience, external communications, and internal escalation protocols.
• Collaborate with cross-functional teams to align on communication strategies and stay ahead of escalation trends.
• Be a subject matter expert on industry social media conversations, contributing valuable insights to weekly internal reports.

Must be authorized to work in the United States

Why Join?

This role offers the chance to impact financial performance, gain exposure to strong leadership principles, and grow professionally—all with competitive pay and potential for long-term engagement.

Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors