Operational Support Manager- Lakeland (Marketing)

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 
 

• Maintain a deep understanding of customer experiences, common questions and circumstances that require them to seek help or share stories on our various platforms. 

• Continuously improve and ensure an evolving strategy for centralized knowledge, communications, and supporting systems to maximize the value CCSM adds to customers and associates. 

• Manage a team of professionals who analyze and interpret quantitative and qualitative data, such as customer contact, chatbot conversations, customer journeys and customer effort to identify opportunities, recommend improvements, and create roadmap for enhancements.  

• Collaborate with other business areas to develop customer-facing responses, position statements, and other verbiage as the communications lead for CCSM, which include providing status updates and reporting. 

• Manage continuous improvement and effectiveness of CCSM processes, applications, telecommunications, chatbot(s), and supporting technologies. 

• Document, plan, measure, report and communicate status and results of initiatives.  

• Manage continuous improvement and effectiveness of CCSM's training, development, and onboarding program by setting the strategy for new trainings, evaluation of existing trainings and onboarding process for new associates. 

• Bachelor's degree in business management, business administration or communications, technical writing, public relations, marketing, or equivalent experience  
• at least three years of experience with content development for digital channels; and three years working in a content management system (CMS); and five years working in CCSM or a contact center environment; and four years in a professional environment requiring significant project management, communications, and systems experience; and one year managing direct reports 
• 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 
   

• 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 
• UXC or UXMC (user experience certification or master's certification) 
• knowledge of Publix customer-facing and internal technology systems, applications and CCSM applications 
• 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 

• Employee stock ownership plan that contributes Publix stock to associates each year at no cost


• An opportunity to purchase additional shares of our privately-held stock


• 401(k) retirement savings plan


• Group health, dental and vision plans


• Paid Time Off


• Paid Parental Leave


• Short- and long-term disability insurance


• Tuition reimbursement


• Free hot lunches (buffet-style) at facilities with a cafeteria


• Visit our website to see all of our benefits: Benefits - Jobs (publix.com)