Specialist Manager, Social Media Channel Operations

About the role

Within Deloitte's Marketing, Brand & Communications organization, this role sits in the Channel Strategy team and focuses on the U.S. firm's social media handles. It covers the foundational operations of the social media program, not the creation or publishing of content. The position is based in San Jose, Costa Rica.

Key responsibilities

• Communicate with marketing strategists across teams about best practices, platform updates, process documentation and operational changes affecting U.S.-owned and globally shared social media handles.
• Initiate strategic projects related to social media operations, maintenance, management and governance.
• Maintain a centralized repository of best practices, standards and process documentation, and a directory of all social media handles and account ownership.
• Ensure regular reviews of platforms and applications for accuracy, and research emerging features, trends and industry updates.
• Review platforms regularly to identify unauthorized or unverified Deloitte-branded handles.
• Develop project plans, conduct account health and brand compliance audits, and collaborate with the Global team and risk management teams to protect brand reputation.
• Exchange insights and best practices with Deloitte firms globally, and build the team's capabilities in emerging technologies such as AI and large language models.
• Identify opportunities to streamline processes and automate work while keeping a high-quality social media program.

Required profile

• Bachelor's degree in marketing or a related discipline.
• 8+ years of relevant experience in marketing, social media, websites and/or project management.
• Understanding of brand risk and reputation management, and ability to manage and coach team members.
• Experience with process documentation, training and/or change management in marketing operations.
• Strong English and Spanish, and ability to travel as needed.
• Must be legally authorized to work in Costa Rica without employer sponsorship.

Required skills

• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Project management tools such as Planner, Workfront or similar.
• Preferred: experience with social media platforms (LinkedIn, Facebook, Instagram, Meta Business Suite, X, YouTube) and tools such as Sprinklr, Proofpoint or Enpass.
• Plus: experience with B2B companies across a national or global footprint.