Managing Supervisor, Digital Care & Chat Lead (Contract)

Adelphi Group; Chicago (IL); Hybrid; USD 114,000 - 162,000; Part time

Benefits offered by this job

Hybrid work model

Medical/dental/vision benefits

401(k) matching

Job summary

FleishmanHillard is seeking a Managing Supervisor on a contract basis (15+ hours per week) to lead social care strategy, digital operations, and chat marketing programs for Fortune 500 clients, with emphasis on automotive. As day-to-day client lead, you will set direction and align work with business objectives.

The role requires senior expertise in digital care, chat programs, and client advisory, with a focus on delivering strategic counsel and innovative engagement.

Qualifications

• 7-10 years of professional experience managing social media platforms for brands or clients with progression to leadership roles
• 3+ years in account management, client advisory, strategic consulting, or team leadership within digital communications or social care
• Expertise using enterprise social media management tools to develop strategies and drive performance
• Deep experience with digital customer care operations across multiple platforms
• Advanced ability to use social listening, analytics, and market analysis to inform strategic recommendations
• Experience applying QA, auditing, and performance optimization to strategic direction
• Demonstrated thought leadership in researching emerging platforms and digital behaviors
• Strong track record counseling clients on social strategy and optimization

Responsibilities

• Serve as day-to-day lead managing client relationships and align work with clients’ business goals
• Demonstrate deep expertise in running digital care and chat programs, overseeing priorities and platform optimization
• Oversee projects from conception to execution, delegate tasks, manage deadlines, and triage client requests
• Coordinate with tools representatives and technical teams on client requests and deliverables
• Provide strategic recommendations on chat program marketing, optimization, and performance
• Conduct and oversee quality audits, classifier reviews, and performance assessments to inform strategy
• Support research initiatives and presentation development on social/digital landscape and industry practices

Skills

Social media strategy

Client advisory/leadership

Digital care operations

Chat marketing

Project management

Tools

Sprout Social

Brandwatch

Sprinklr

Job description

Agency:

FleishmanHillard

Job Function:

Communications and PR

Job Subfunction:

Public Relations

Job Description:

Managing Supervisor, Social Care Lead & Digital

Contract, 15+ hours per week

Overview

FleishmanHillard is seeking a Managing Supervisor, on a contract basis (15+ hours per week), to lead social care strategy, digital operations, and chat marketing programs for Fortune 500 clients with an emphasis on the automotive industry. This position is an excellent opportunity for an experienced digital and customer care strategist to develop integrated care strategies, provide strategic counsel to clients, lead chat initiatives, and drive innovation in approach to customer engagement. In this role, this team member will serve as the day-to-day client lead, setting direction and ensuring alignment with business objectives.

FleishmanHillard values the importance of impact and inclusion to strengthen the bonds between us, grow our people and create spaces for everyone to thrive. We stay true to our commitment to our people and the communities in which we live and work. As part of our ongoing effort to be the world’s most inclusive agency, we are committed to seeking candidates who possess and demonstrate a profound interest in furthering our impact and inclusion goals.

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

Qualifications

• 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
• Excellent written and verbal communication skills with ability to develop strategic presentations and thought leadership materials
• Proven ability to build and maintain strategic client relationships within complex corporate environments and serve as a trusted advisor

Our Story

FleishmanHillard specializes in public relations, reputation management, public affairs, brand marketing, digital strategy, social engagement and content strategy. FleishmanHillard was named 2020, 2021 and 2022 Campaign Global PR Agency of the Year; 2023 ICCO Large Agency of the Year – The Americas; 2022 and 2023PRWeek U.S. Agency of the Year; 2022 and 2023PRWeek U.S. Outstanding Extra-Large Agency of the Year; 2023 Campaign US PR Agency of the Year; 2021 PRovoke APAC Consultancy of the Year; and 2021 PRWeekUKLarge Consultancy of the Year. FleishmanHillard is part ofOmnicom PR Group and has nearly 80 offices in more than 30 countries, plus affiliates in 45 countries.

FleishmanHillard offers a hybrid work model, and seeks employees who are comfortable working in the office for a portion of their workweek. We value the collaboration and camaraderie that in-person interactions provide, but also understand the importance of flexibility and balance in our employees’ lives. As such, we are open to discuss various work arrangements that accommodate individual needs and circumstances, including flexible scheduling and alternative work arrangements. Our goal is to foster a productive and inclusive work environment where all employees can thrive, both in and out of the office.

FleishmanHillard is an Equal Opportunity and Affinitive Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, alienage, citizenship status, sexual orientation, genetic information, or any other protected class under federal, state or local laws.

The anticipated hourly rate is up to $100 per hour.

Salary is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications and geography. A range of medical, dental, vision, 401(k) matching, paid time off and/or other benefits also are available.

Up to $100 per hour.

To the extent permissible by local law, Omnicom’s policy requires employees to work in the office for a minimum of three days a week, unless additional in-office days are directed by their agency or manager.

Omnicom is committed to hiring and developing exceptional talent. We agree that talent is uniquely distributed, and we’re focused on developing inclusive teams that can bring the best solutions to everything we do. We strongly believe that celebrating what makes us different makes us better together. Join us—we look forward to getting to know you. We will process your personal data in accordance with our Recruitment Privacy Notice.

Link to Recruitment Privacy Notice: https://www.omc.com/privacy-notice

For US Job Seekers:

It is the policy of Omnicom and any of its affiliates to provide equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, ethnic origin, gender, gender identity, age, marital status, veteran status, sexual orientation, disability, or any other basis prohibited by applicable federal, state, or local law. EOE/AA/M/D/V/F.