Percepta is currently seeking an experienced Community Moderator for our Dearborn location.
The Community Moderator monitors and interacts with participants through text. Ensures communication is in accordance with SYNC directives.
Duties and Responsibilities
*Manages the day-to-day operational activities surrounding the reporting & administration of the online community.
*Monitors and evaluates what content is posted for public viewing.
*Makes decisions on what postings should be kept or removed; controls the perception of the In Vehicle Technology and Ford Motor Company.
*Makes recommendations to various areas including: Ford Management, Product Development, IT, Engineering and Marketing used to improve the product and the forum.
*Monitors online forums for inappropriate behavior.
*Forum interface as moderator.
*Provide feedback on emerging issues in a timely fashion
*Responds, investigates and escalates claims of inappropriate behavior and on vehicle concerns.
*Prepares appropriate responses to forum participants when required.
*Analyzes data collected on the forum and Offers suggestions and strategies to keep the online community engaged.
*Review, escalate, and make recommendations on the Owner to Owner submission guidelines when necessary. Look to make guidelines consistent with other Ford-moderated sites.
*Perform daily moderator duties (i.e. approve, deny, edit, move, forward posts & threads by reviewing against the submission guidelines and review report violations as tagged by the community)
*Create Top thread and trend reports regarding the online community; Analyze social media trends and and make recommendations based on the results. Monitor, and track the larger brand conversation and communicate analysis and recommendations to various internal customers.
*Train backup Owner to Owner moderators from the SYNC Hotline and advise on any forum administration updates (create and update relevant work instructions)
*Generates reports regarding the online community and customer reviews; analyzes results, makes recommendations and leads change based on the results.
*Act as a subject matter expert on various aspects of social media and the In Vehicle Technology.
*Stay current on the constantly changing world of social media and the In Vehicle Technology products that are being introduced.