06.30.2011

Sr. Digital Consumer Engagement Manager

Multiple Locations, U.S., U.K., Taiwan

Location: Bellevue, WA, London, UK and Taipei, Taiwan

HTC is one of the fastest growing companies in the mobile phone industry and a recognized pioneer in smartphones. Today, HTC continues to build on an already impressive list of innovations and industry firsts.

As the world leader in Windows Phone and Android based handsets and the #3 smartphone maker in the US, HTC is building its market share by creating a widely recognized brand name and bringing a broad portfolio of products to market that are designed to meet the diverse needs of people.

Hit products like the DROID Incredible by HTC and the HTC EVO 4G continue to be received with widespread acclaim, and now HTC is making history again with the industry’s first full portfolio of next generation 4G smartphones - which only hint at what the future holds for HTC.

Summary:

The Sr. Digital Consumer Engagement Manager will be responsible for being a customer advocate internally and an HTC brand advocate online. This position reports to the Global Director of Online Customer Service and is tasked with the development and expansion of an online customer service program that is redefining how HTC provides customer service. This position requires a leader with digital and organizational savvy who understands that customer service is PR, who can span the gap between bleeding edge digital communications and the traditional service industry and who will engage with our customers in a sincere and respectful manner that builds brand preference. Leadership, autonomy and being cool under pressure are critical to the success of this role.

Job responsibilities:

• Manage and provide strategic guidance to a geographically dispersed regional team of community managers
• Work with community managers and regional support managers to coordinate and facilitate triage and recovery discussions for high impact online problems between subject matter experts, carriers and customers
• Work with regional PR leadership to develop regionally and globally relevant messaging on technical issues
• Build and maintain a high-level of consumer engagement across our target channels that drive positive word-of-mouth for our brand and products
• Keep up to date with technology and trends in the Smartphone market and act as an SME in social media platforms
• Partner cross functionally with business groups to ensure customer feedback is incorporated into company planning
• Continuously measure the impact of online customer service; leverage reporting data to fine-tune programs to deliver maximum results
• Create best practices and training programs

The successful candidate will have:

• High level of spoken and written English
• Bachelor’s degree in journalism, PR, communications, English or related
• 8-10 years of professional experience, 4 or more of these years in leading a team responsible for influential or community management, social media or PR.
• Extensive program management experience
• Active participation in a wide variety of on and offline community activities
• A strategic thinker with a good understanding of messaging and reputation management
• Excellent interpersonal, communication and presentation skills
• Ability to think, plan and execute resourcefully, across multiple tasks, with minimal supervision
• Strong expertise with social media measurement tools and platforms; timely knowledge of trends and hot topics
• Experience managing agencies
• Willingness to travel regularly
• Prior experience in the consumer electronics and mobile phone industry is a plus, particularly technical support

 To apply please submit your resume referencing the desired position title to Careers_Americas@htc.com.