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FleishmanHillard

Managing Supervisor, Digital Care & Chat Lead (Contract)

Detroit, MI (Hybrid)

Salary Not AvailableSenior Level7+ years expPart time

Posted 8 days ago

Job Summary

Lead day to day client relationships for digital care and chat programs, guiding strategy, program optimization, and cross functional execution while supervising audits, research, and advisor development.

  • Own end to end client engagement and program performance
  • Drive strategic recommendations and thought leadership in social care across platforms

Job Description

Responsibilities

  • Serve as day-to-day lead managing client relationships and ensuring alignment between FleishmanHillard’s work and clients’ business goals through ongoing engagement and strategic counsel
  • Demonstrate deep expertise in running digital care and chat programs, overseeing operational priorities, advisor development, marketing approach, and platform optimization elements
  • Oversee projects from conception through execution, delegating tasks, managing deadlines, and triaging client requests while ensuring deliverables meet client expectations
  • Coordinate with tools representatives and technical teams on client requests and deliverables
  • Provide strategic recommendations on chat program marketing, optimization, and performance grounded in industry expertise, competitive benchmarking, and research-driven insights
  • Conduct and oversee quality audits, classifier reviews, and performance assessments to inform strategy for care programs
  • Support and oversee research initiatives and presentation development and delivery, including areas such as the social and digital landscape, industry best practices, and competitor benchmarking

Requirements

  • 7-10 years of professional experience managing social media platforms (Facebook, Instagram, X, TikTok, LinkedIn, YouTube, emerging platforms) on behalf of brands or clients, with demonstrated progression to strategic or leadership roles
  • 3+ years of experience in account management, client advisory, strategic consulting, or team leadership within digital communications, social care, or related fields
  • Expertise using enterprise social media management tools (Sprout Social, Brandwatch, Sprinklr, or similar) to develop strategies and drive performance
  • Deep experience with digital customer care operations across multiple platforms and community management best practices
  • Advanced ability to leverage social listening, analytics, performance reporting, competitive benchmarking and market analysis to develop strategic business recommendations
  • Experience with applying quality assurance, auditing, and performance optimization to inform strategic direction
  • Demonstrated thought leadership in researching emerging platforms and digital behaviors, developing strategic points of view that guide client evolution
  • Strong track record of successfully counseling clients on social media strategy, platform capabilities, digital trends, and optimization to meet business objectives
  • Proven project management and team leadership experience with ability to coordinate timelines, delegate effectively, and manage accountability
  • Experience in advisor development, training initiatives, and performance optimization

Benefits

  • A range of medical, dental, vision, 401(k) matching, paid time off and/or other benefits also are available.
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FleishmanHillard

Founded in 1946, we push ourselves and our clients to rise above the status quo. As the world’s top communications agency for global clients, we’re committed to doing what’s right and pursuing what matters. We’re on a mission to not only be the world’s most inclusive agency, but to make the world a more inclusive place. FH Perspectives guides DE&I at FleishmanHillard. It’s how we welcome and celebrate the unique experiences and skills each colleague brings to the table. FH4Inclusion, the community service branch of FH Perspectives, is how we spread our culture of inclusion, by donating our time and expertise to local organizations in the fight for social inclusion. We frequently earn 100+ accolades each year, including the coveted Cannes Lions and PRSA Silver Anvils. And we’re a workplace of choice, being named one of Seramount’s (previously NAFE’s) “Top Companies for Executive Women” for 12 years running and one of the Human Rights Campaign’s Best Places to Work for LGBTQ Equality for four consecutive years. FleishmanHillard is part of Omnicom Public Relations Group, and has 79 offices in more than 30 countries, plus affiliates in 45 countries. Scam AlertFleishmanHillard is committed to a professional and respectful recruiting experience for all candidates. Our official job postings for FleishmanHillard can be found on our Join Us page and emails from us related to the recruiting process will be sent specifically from our @fleishman.com email address. FleishmanHillard will never request money, payment, bank account, credit card or credit score as part of our application process; we will not send you recruiting related emails from any other email domain name, extension, or variation. If you receive a suspicious email that is not sent from a team member specifically at our @fleishman.com email address or if you receive any suspicious outreach on social media, please forward the communication to Vickie.barrett@fleishman.com so that we can review and verify.

Founded in 1946
St Louis, Missouri, USA
2.1K employees (396 in marketing)
fleishmanhillard.com

Traffic Signals

Monthly Visitors
60.1K
Traffic Source Mix
Search
42%
Direct
40.5%
Referral
9.2%
Social
6.9%
Paid
1.2%

Headcount Trend

Current headcount: ~2.2K
FleishmanHillard logo

Managing Supervisor, Digital Care & Chat Lead (Contract)

FleishmanHillard · Detroit, MI · Hybrid