Designs and operationalizes enterprise-wide processes for social listening, escalation, and engagement, enabling the organization to proactively identify brand-building opportunities, mitigate risks, and support PR initiatives across various social platforms, including but not limited to Facebook, Twitter, Instagram, Reddit, TikTok, and YouTube; serves as escalation point for the social team. 7+ years of experience in Social Care, Community Management, Digital Customer Experience, or related fields within high-volume consumer-facing environments, with increasing management responsibility; proven track record leading real-time social engagement and crisis-management operations, including cross-functional escalation, risk assessment, and executive communication.