Global Support Social Media Manager

Global Support Social Media Manager

About Ouro:

Ouro is dedicated to delivering financial empowerment to millions of Americans, leveraging a proprietary payments technology platform that fuels its fintech product innovations. From prepaid, credit and debit account solutions, to digital account and money movement services, Ouro has a broad suite of products and technologies that deliver exceptional experiences for its customers and business partners across co-branded, white label and banking-as-a service verticals. Since its founding in 1999, Ouro products have helped millions of consumers nationwide, and processed tens of billions of dollars.

Present day: Legendary Austin fintech Ouro has opened a new chapter in its role as market maker with the return of its visionary founders Roy and Bertrand Sosa. The combined company meshes Ouro’s customer and partner portfolios, payments platform and innovations with the international footprint and money movement capabilities of Rêv Worldwide, the company the Sosas founded after Ouro. The reunion creates a revitalized financial services innovator on a mission to reimagine financial services for consumers around the world and to redefine the industry once again.

Ouro fosters a high-performance culture and we are building a unified platform and product suite capable of bringing financial mobility and freedom to consumers around the world despite differences in language, currency, culture, and geography.

What you’ll be doing:

The Global Support Social Media Manager is part of a dynamic and collaborative team that plays a critical role in ensuring Ouro is protected from brand damaging media crises played out on social channels across the web. The right person for this job will lead the management of real-time issues with multiple departments across the company in a fast-paced, high-profile, high-volume environment. They will be a strategic thinker and make decisions that impact both customers and the brand based on analysis of the situation, tone, customer profile, media landscape and other factors. The successful candidate must be comfortable working closely with all levels of management as they conduct investigations and guide the handling of highly sensitive incidents.

Responsibilities:

• Provide hands-on leadership to effectively manage sensitive service issues and potential crises on social channels

• Provide direction and development to Social Media Analysts

• Demonstrate sound judgment in decision making, appropriate communication methods and team member support

• Collaborate with leaders and colleagues across organizations in the investigation and handling of high-profile sensitive issues for corporate reputation purposes

• Support leaders with rapid response communication related to volatile and fast-moving issues with tight deadlines

• Create, maintain and embrace a highly positive work environment

• Guide team members in the assistance of past, future and current issues to mitigate potentially brand damaging attention

Job Requirements:

• Social Media Brand Management experience required

• Bachelor’s degree in marketing, communications, or related field or equivalent experience/training

• Bilingual Preferred (Spanish)

• Excellent written and verbal communication skills

• Strong project management skills

• Outstanding organizational, time management, creative thinking, and problem-solving skills

• Exceptional interpersonal, collaborative and problem-solving skills

• Excellent leadership skills to lead colleagues in a complex and constant changing environment

• Ability to effectively adapt to changes, embrace new ideas and motivate others

• Ability to prioritize and handle multiple tasks effectively

• Strong initiative and solid judgment abilities/skills

• Ability to work varied hours, including nights, weekends and holidays