Lead the development of best-in-class strategies for engaging with customers and the public across all of the company’s social media channels.
Oversee and support the day-to-day community management operations, including moderation, ensuring timely, compliant, and on-brand responses to inbound social commentary, both directly and through an agency partner.
Lead quality assurance processes for enterprise and Brand-owned social media properties.
Drive continuous process improvement by documenting, and optimizing enterprise-level workflows and operational efficiency for content calendaring and publication management.
Lead real-time engagement initiatives that deepen consumer experiences in social media.
Monitor social consumer trends, analyzing key learnings and surfacing data-backed insights and recommendations to cross-functional partners to inform and optimize campaigns.
Support crisis management protocols with insights teams by providing timely escalation reporting, decision support, and monitoring the team inbox to guide requesters or direct them to the proper point of contact.
Contribute to a positive team environment by training and briefing community managers on processes, brand voice, best practices, and campaign engagement strategies.

Bachelor’s Degree or Military experience
At least 2 years of social community management experience
At least 2 years of social media marketing experience, including proficiency with social media tools (such as Meta Business Suite, Business Managers and Sprinklr)
At least 2 years of relationship management in digital agencies or as a contractor
At least 2 years of social media reporting experience
3+ years of experience in social or digital marketing experience (preferred)
3+ years of experience managing complex processes across multiple stakeholder groups and implementing process improvements (preferred)
3+ years of experience in marketing operations, public relations or crisis management (preferred)
3+ years of experience in financial services or other highly regulated industry (preferred)

Senior Associate, Social Community Management – Processes

About this role