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Operational Support Manager- Lakeland - Publix Super Markets
Description
Publix's Customer Care and Social Media (CCSM) department is seeking an Operational Support Manager to lead communication, training and development, as well as systems support.
This includes serving as the central point of contact for all areas within Publix, curating and maintaining accurate information for customer messaging, and overseeing the technology and processes used by CCSM associates.
Ideal candidates have a strong technical acumen with the ability to serve as the subject matter expert and liaison with Publix Technology to communicate and coordinate system updates.
Additionally, they are passionate about leading continuous improvement initiatives through user experience, content design, and associate training.Keeping up with current trends in customer care, digital and social media is a must to ensure the department is able to provide seamless premier customer service.
In Publix's corporate offices, we value in-person interactions, similar to those our store associates have with customers. Many of Publix's corporate offices offer work from home up to two days a week. Each business area implements their policy differently and should be discussed during interviews.What you'll do
Publix Super Markets tops the list of privately-owned supermarkets in the US. We hold no long-term debt and continue to grow year after year. Publix and our associates excel in community involvement, volunteerism, and environmental sustainability. Our collective commitment to diversity has contributed to our success in being a great place to work and shop.
It's satisfying to work for - and be an owner in - a Fortune 100 company that is widely recognized as a leader in the supermarket industry.
Your application may have additional steps that you will need to complete in order to remain eligible for consideration.Please be sure to monitor your email, including your spam folder, on a daily basis for critical, time-sensitive emails that could require action within 24-48 hours.
Please do not use your Publix email address when applying. Once your application has been successfully submitted you will receive a confirmation email.Required Qualifications
* knowledge of communication and user experience (UX) design principles
* knowledge of different communication channels and platforms and how people typically interact with them
* knowledge of the Publix brand
* knowledge of the English language (grammar, punctuation, syntax/structure)
* experience writing conversational content
* basic skills with Microsoft PowerPoint
* intermediate skills with Microsoft Excel
* advanced skills with Microsoft Word
* willingness to operate a vehicle and have driving record verified
* willingness to travel on day and overnight trips
* willingness to work nights, weekends, holidays, extended hours, and be on call 24/7 as business needs require
Preferred Qualifications
* five or more years of experience developing content in a communications or public relations environment, and one year developing chatbot content, and three years managing direct reports
* knowledge of Publix and corporate communication objectives
* knowledge of department and company organizational structure, including roles and responsibilities of key associates
* knowledge of content management system (Astute Knowledge), Astute Botcase management system (Astute Agent, Agent Assist), social media engagement tool (Astute Social), and Avaya IVR
* intermediate skills with Microsoft PowerPoint