Athena Global Advisors

Social Listening & Monitoring Manager

Athena Global Advisors

full-time

Posted on:

Location Type: Hybrid

Location: Philadelphia • Pennsylvania • United States

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About the role

  • Lead day-to-day execution of the real-time monitoring program, ensuring consistent, high-quality 24/7 social listening and alerting coverage
  • Manage the overall day-to-day client relationship with the client, serving as a trusted escalation point and strategic partner
  • Serve as the primary operational owner for workflows, including monitoring priorities, alert thresholds, escalation protocols, and issue-level coordination
  • Act as a senior escalation partner during high-priority or emerging issues, exercising independent judgement to assess severity, triage response, and support timely escalation to leadership and client stakeholders when required
  • Coordinate real‑time incident response across internal and international analysts and cross‑functional teams, ensuring rapid communication, situational awareness, and continuity during evenings, weekends, and major moments
  • Partner closely with program leadership (Client and Athena leadership) to maintain alignment on expectations, response standards, and evolving business risks.
  • Own advanced scheduling and long-range planning, including escalation calendars and coverage plans, ensuring always-on readiness and smooth handoffs across shifts
  • Proactively communicate availability, coverage plans, and escalation schedules to clients and internal stakeholders
  • Opportunity to provide direct people management, coaching, and performance guidance for team members
  • Own escalation governance, including documentation of escalation criteria, playbooks, severity definitions, and client‑approved response frameworks.
  • Serve as day‑to‑day owner of listening infrastructure for clients, including alert rules, topic configuration, automation monitoring, and issue troubleshooting
  • Continuously optimize monitoring frameworks to improve signal detection, reduce noise, and align alerts to evolving business and reputational risks
  • Oversee request intake for new alerts, topics, or dashboards related specifically to real‑time monitoring needs, prioritizing based on risk and business value
  • Maintain and moderate Teams channels to ensure clear, efficient communication of alerts, updates, and real‑time guidance
  • Provide secondary quality assurance on major and executive-facing reports, ensuring analytical rigor, accuracy, and clear storytelling
  • Translate complex social listening data into actionable, non-technical insights for cross-functional and executive audiences
  • Ensure alerts and real‑time insights are accurately reflected in executive and post‑incident materials
  • Partner with reporting leads to contextualize findings within broader social and digital narratives when required

Requirements

  • 4+ years of experience in marketing, communications, or PR, with strong project and program management expertise and an interest in data and analytics.
  • Proven ability to lead complex, high-visibility programs with multiple stakeholders and moving parts.
  • Hands-on experience with social listening platforms such as Sprinklr, Brandwatch, Salesforce, Crimson Hexagon, NetBase, or Hootsuite.
  • Experience managing social listening programs for a major brand (agency or corporate).
  • Strong strategic understanding of social listening and digital analytics capabilities.
  • Demonstrated ability to translate complex datasets into compelling insights and narratives.
  • Ability to think strategically and independently, making confident escalation and prioritization decisions without direct oversight.
  • Exceptional problem-solving, written, and verbal communication skills.
  • Experience developing executive-level presentations and operating within large corporate environments.
  • Experience in the telecommunications or entertainment industry, preferably within a large-scale corporate environment.
Benefits
  • Medical/Dental benefits including of 1K Health Reimbursement Account
  • Matching 401K
  • Generous PTO policy
  • Substantial Parental Leave Policy
  • Hybrid Work Environment
  • ***Candidates must be willing to work hybrid (3 days on-site) in our Philadelphia, PA office.***
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementprogram managementdata analyticssocial listeningincident responsesignal detectionalert configurationissue troubleshootingquality assuranceexecutive-level presentations
Soft Skills
strategic thinkingproblem-solvingcommunicationindependent judgementcoachingperformance guidancestakeholder managementcollaborationadaptabilitynarrative development