General Description

The Atlanta Police Department (APD) is seeking an engaged and detail-oriented Digital Content Manager – APD Digital Content and Social Media to oversee the social and media communities for APD managed media/ditigal and social media platforms from an engagement and conflict resolution standpoint. The candidate should have good verbal and written skills with an in-depth knowledge of the functions of various social media and online content management, customer service experience, and experience managing an online community. 

This position reports directly to the Public Affairs Unit (PAU) Director. As the supervisor of the Digital and Social Media team within the Police Department, essential duties include: 

Essential Duties & Responsibilities

 Coordination with the PAU Director and PAU Senior Communications Managers to develop content related to the day-to-day operations and updates. 

Serve as the producer of APD public service announcements, projects, videos (internal and external), and other digital/media content. This position will work with the executive command staff and media outlets as determined by the PAU Director/Supervising Seargeant. 

 Utilizing APD’s Digital and social platforms, provides quality customer service that is clear, concise, and consistent.

 Working cross-functionally with internal departments to resolve issues using critical thinking, effective communication, and social customer service best practices efficiently and in a timely, productive manner. 

Supervising activities of the customer engagement team to ensure their interaction with customers are accurate, clear, and provide solutions that reflect positively on the organizations

 Recognizing and escalating high-priority customer issues

 Leverage social monitoring and listening skills to identify opportunities and gaps, recommending proactive responses, shortcuts, and other social content needs

Produce and analyze reports to better understand the social/digital conversation

Stay up-to-date with the latest social media trends, best practices, and technologies

Vendor relationships and contract management for social and digital tools and technologies

Make strategic decisions on new technologies to increase quality and efficiency such as CRM and AI chatbot technologies.