Lead and execute brand safety strategies that align with business, department, and Team goals.
Develop, document, and maintain social media governance guidelines, including account safety, project and task management, escalation paths, and community rules.
Serve as a first point of contact for escalated social media issues, including sensitive comments, misinformation, or policy violations.
Ensure compliance with platform policies, brand standards, and legal/regulatory requirements across all social channels.
Partner cross-functionally with Legal, Communications, PR, Guest Services, HR, and Marketing teams to align on governance practices and response protocols.
Oversee day-to-day moderation activities, including comment management, message routing, and enforcement of community guidelines.
Utilize tools such as Sprinklr to manage moderation queues, automate workflows, apply keyword filters, and document decisions and outcomes.
Train and support a direct report on case management, brand safety, compliance practices, and support the growth of the Team.
Monitor emerging platform changes, social trends, and risk signals that may impact governance or community health, and proactively recommend updates to policies or workflows.
Support ideation and engagement strategies that encourage positive community interaction while maintaining governance standards.
Perform ad-hoc social media–related projects as requested by management.

A minimum of 3-5 years social media case management and governance
Strong oral communication skills and an understanding of what should be communicated to different audiences
Ability to work in a team and assist in the execution of social media requests within an expedited timeframe
Have a working knowledge of Sprinklr
Skilled using MS Office applications.
Working knowledge of Airtable

Senior Social Media Specialist

Key skills