Hilton Grand Vacations

Senior Social Media Specialist

Hilton Grand Vacations

full-time

Posted on:

Location Type: Remote

Location: Florida • United States

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Salary

💰 $70,000 - $73,500 per year

Job Level

Senior

About the role

  • 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.

Requirements

  • 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
Benefits
  • Recognition Programs and Rewards
  • Excellent health care options, including medical, dental, and vision
  • A people-first culture
  • Go Hilton: Travel Discounts Program Hilton hotel rates worldwide.
  • Perks at work: Employee Pricing platform
  • Employee Assistance Program that supports your physical and mental well-being.
  • Paid Vacation Time and Paid Sick Days
  • 401(k) program with company match
  • Tuition reimbursement programs
  • Numerous learning and advancement opportunities
  • And more!
Applicant Tracking System Keywords

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

Hard Skills & Tools
social media case managementgovernancecomment managementmessage routingcommunity guidelines enforcement
Soft Skills
oral communicationteamworkexpedited executiontraining and support