Laura James

Experience

1. Project Manager, Social Listening & Support Operations

   YouTube

   Jul 2020 — Present · San Diego, CA, US

   Lead a team of 50 agents responsible for 24/7 social media monitoring and real-time issue detection on platforms such as X and Reddit; build Sprinklr dashboards and leverage internal tools that enable agents to efficiently triage product bugs and escalate trending topics in order to mitigate brand risk for the company.• Utilize media monitoring sites like Brandwatch and Sprinklr to analyze social data, measuring conversation and sentiment around product launches and policy changes; deliver actionable insights to community managers, product managers, and YouTube leadership to improve the creator and viewer experience.• Streamline agent processes for flagging industry news, global events, and company criticism to external communications managers; coordinate with Public Relations, Marketing, and Legal teams to drive resolution and provide timely updates to executives, including CEO Neal Mohan.• Construct internal dashboards to effectively share the team’s social data with cross-functional partners; identify customer support trends by analyzing frontline agent case volume and contribute metrics to business-critical reports.

Education

• Case Western Reserve University

  Bachelor of Science (B.S.), Business Management; Bachelor of Arts (B.A.), English

Skills

• Event Planning
• Data Analysis
• Customer Service
• Writing
• Microsoft Powerpoint
• Microsoft Excel
• Hiring
• Raiser's Edge
• Google Analytics
• Management
• Recruiting
• Microsoft Office
• Research
• Matlab
• Multitasking
• Teamwork
• Marketing Analytics
• Diversity & Inclusion
• Editing
• Social Media
• Project Management
• Leadership
• Organizational Behavior
• Public Speaking
• Tableau
• Presentation Skills
• Time Management
• Microsoft Word