BrandBastion

Project & Talent Manager – Social & Community

BrandBastion

full-time

Posted on:

Location Type: Remote

Location: Brazil

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Own the operational execution of a large-scale social care and community management program from ramp through steady-state delivery
  • Serve as the primary operational point of contact for internal teams and client stakeholders
  • Ensure alignment across public engagement, account-related support (e.g., billing, cancellations, retention), and product-related inquiries
  • Coordinate execution across multiple regions, time zones, and languages
  • Maintain close, ongoing communication with Customer Success and internal stakeholders
  • Provide visibility into operational performance, risks, and opportunities
  • Ensure delivery-team feedback is surfaced and addressed
  • Recruit, hire, lead and support a cross-trained, global team of social-first agents
  • Oversee onboarding and enablement of new team members assigned to the program
  • Provide ongoing guidance, coaching, and escalation support to agents
  • Act as the first point of contact for operational questions, workflow clarification, and issue resolution
  • Foster a culture of accountability, quality, and continuous improvement
  • Proactively identify and manage operational risks, including backlog growth, quality degradation, tone or compliance issues, and escalation triggers
  • Coordinate response during incidents, spikes, or sensitive brand moments
  • Maintain clear escalation paths internally and with client stakeholders
  • Monitor key risk indicators and implement contingency plans as needed
  • Own quality assurance processes across all workstreams
  • Monitor response accuracy, tone of voice, brand alignment, and escalation handling
  • Conduct regular QA reviews and performance checks
  • Identify recurring issues and implement corrective actions
  • Ensure adherence to SLAs and quality standards
  • Manage changes to scope, workflows, or priorities as the program evolves
  • Communicate updates clearly to the delivery team
  • Identify opportunities to improve efficiency, reduce friction, and strengthen execution
  • Monitor staffing levels, workload distribution, and coverage patterns
  • Adjust resourcing to align with demand fluctuations and peak periods
  • Support planning for incremental capacity increases when required
  • Maintain accurate operational documentation, including workflows, playbooks, and training materials
  • Deliver regular reporting on performance, volume trends, quality metrics, and risks
  • Support ad hoc reporting and insights as needed
  • Support pilots, special initiatives, and process improvements
  • Collaborate with internal teams on tooling, workflows, and governance enhancements
  • Perform other duties as required to ensure program success

Requirements

  • 3+ years experience in social media operations, community management, social care, or digital customer support (agency or SaaS)
  • Demonstrated experience acting as a client-facing operational lead
  • Comfortable presenting performance updates, risks, and recommendations to client stakeholders
  • Strong written and verbal communication skills, particularly in high-pressure or sensitive situations
  • Proven experience managing large-scale, enterprise-level programs with high volume and high visibility
  • Experience leading and scaling global, distributed teams across multiple time zones
  • Hands-on experience with social platforms (Instagram, Facebook, TikTok, X, YouTube, etc.) and private messaging channels
  • Strong background in operational delivery, including QA, SLAs, escalation management, and risk mitigation
  • Experience working closely with Customer Success, Product, Account Managers and Operations teams
Benefits
  • Compensation: Competitive compensation package based on market rates
  • Impact: Shape the future of social media management alongside industry veterans
  • Freedom: Remote-first culture with flexible work hours
  • Travel: Opportunity to travel for team meets or client visits
  • 4+ weeks of PTO
  • Learning: Personal development and mentorship opportunities

Applicant Tracking System Keywords

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

Hard skills
social media operationscommunity managementdigital customer supportoperational deliveryquality assurancerisk mitigationescalation managementperformance reportingworkflowstraining materials
Soft skills
communication skillsleadershipcoachingproblem-solvingaccountabilitycontinuous improvementcollaborationadaptabilitypresentation skillsteam management