Social Media Monitoring Operator

Job Title: Social Media Monitoring Operator 

Class: Part Time; Non-Exempt 

Reports to: Arena Operations Manager – Fiserv Forum 

Location: Fiserv Forum

The Milwaukee Bucks are looking for dedicated people who accept diversity, equity & inclusion in a workplace where everyone feels valued and encouraged. 

It all begins with outstanding talent. It all begins with YOU! #FearTheDeer 

What We Offer:

• Mental Health Resources
• On-the-job Training
• Milwaukee Bucks and NBA League Discounts
• Employer Paid Parking

Summary: 

Under the general supervision of the Arena Operations Manager, the Social Media Monitoring Operator is responsible for tracking conversations and mentions of the Milwaukee Bucks, athletes, NBA, as well as other Fiserv Forum related events across various social media platforms, analyzing sentiment, identifying key trends, and responding to fan engagement while ensuring brand consistency and positive image management, reporting insights to inform security program, guest experience and communication strategies. This position monitors guest activity during event windows and assists with maintaining order and ensuring adherence to safety and security standards during events at Fiserv Forum and the Deer District. 

Responsibilities: 

• Actively monitoring tracking social media platforms, in real-time, like Twitter, Facebook, Instagram, Reddit, and relevant forums for mentions of the team, players, and related keywords. 
• Assessing the overall positive, negative, or neutral sentiment expressed by fans towards the team and players on social media. 
• Using Trend identification to recognizing emerging trends and conversations on social media that could impact the team's reputation, security or marketing strategies. 
• Proactively identify and respond to potential negative situations or controversies on social media.
• Engage with fans through comments, replies, and retweets, fostering positive interactions and addressing concerns. 
• Generate social media content based on real-time insights and trending topics, including highlights, behind-the-scenes footage, and player updates. 
• Analyze data from social media monitoring tools to provide insights on fan sentiment, reach, engagement metrics, and key performance indicators (KPIs). 
• Collaboration with marketing teams by Sharing social media insights with marketing and communications teams to inform campaign strategies and content creation. 

Qualifications: 

• Various applicable computer / social media licensures and certificates considered. 
• High School degree or equivalent required. Progress towards Bachelor’s degree preferred. 
• Prior experience working with the public, preferably in a hospitality-related or customer care environment preferred. Experience in the sports of entertainment industry preferred. 
• Strong social media knowledge: Familiarity with various social media platforms and their functionalities. 
• Excellent communication skills: Ability to craft engaging responses and effectively interact with fans online. 
• Analytical skills: Capability to interpret data and identify trends from social media monitoring tools. 
• Sports knowledge: Deep understanding of the sport, league rules, and key players. 
• Crisis management skills: Ability to quickly respond to negative situations on social media. 
• Basic knowledge of personal computers and peripherals, word processing and spreadsheet software, e-mail and the Internet. 
• Proficiency with Microsoft Office Suite programs (Excel, Access, and Outlook) and a working knowledge of payroll systems. Experience using ABI scheduling software is preferred. 
• Proficiency with navigating various social media platforms. 
• The duties of this job require the ability to work indoors and seated for extended periods. 
• The employee has continuous contact with the public. The employee is routinely required to work with others to accomplish joint projects and to work alone on their own tasks. The employee is occasionally exposed to fumes or airborne particles. The employee is frequently subject to noise sufficient to cause the worker to shout to be heard above the ambient noise level. Lighting and temperature are generally adequate, but work is occasionally performed in dark areas that require some form of light. 
• The individual filling this position must be willing to adjust their work hours based on the needs of the department and must have excellent attendance and punctuality. Hours of work will vary and can include nights, weekends and holidays as required. 
• Ability to extend one’s arm(s) in any direction. 
• Ability to be subject to substantial repetitive motions of the body or its parts. 
• Ability to view a computer screen for long periods of time. 

All offers for employment with the Milwaukee Bucks are contingent upon the candidate having successfully completed a criminal background check. We will consider people with criminal histories in a manner consistent with the requirements of applicable local, state, and Federal laws.

The Milwaukee Bucks is an Affirmative Action and Equal Opportunity Employer, Ethnic Minority/Women/Disabled/Veteran/Gender Identity/Sexual Orientation. 

We provide our employees with a robust employee benefits plan that focuses on the mental and physical wellness of our team. We strive to offer a flexible work environment that allows our team members to be productive in both their work and home lives.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.