Staffing Operations Specialist
Continental
Swift
Job Level
Senior
Tech Stack
Swift
About the role
- Lead daily community management across JAAQ’s social platforms, ensuring interactions reflect JAAQ’s tone-of-voice with wit, empathy, and care
- Monitor conversations across third-party platforms (Reddit, forums, emerging spaces) to identify opportunities to join cultural conversations
- Analyse community data and feedback to report actionable insights informing broader social and community strategy
- Manage crisis situations and ensure swift, effective support for community members
- Define, evolve, and champion community guidelines, rules of engagement, and tone-of-voice standards
- Proactively identify cultural moments and position JAAQ as a trusted, authentic voice in mental health conversations
- Establish new ways to broadcast JAAQ content drops and grow advocacy
- Partner with Head of Social and marketing to align community activity with campaigns and publishing calendars
- Share learnings and insights with creative, content, and product teams to reflect community sentiment across the business
- Develop innovative ways to activate the community beyond comments and DMs into advocacy and grassroots participation
- Experiment with new formats, approaches, and platforms to drive engagement and growth
- Act as the community “north star,” setting empathy-driven engagement standards and supporting junior colleagues
Requirements
- Deep understanding of social media
- Genuine passion for culture
- Ability to bring wit and empathy into every interaction
- Experience leading daily community management across social platforms and DMs
- Experience monitoring third-party platforms (Reddit, forums, emerging spaces)
- Ability to analyse community data and social media metrics and report actionable insights
- Crisis management skills to handle issues and provide support
- Ability to define and champion community guidelines, rules of engagement, and tone-of-voice
- Experience identifying cultural moments and positioning brand voice authentically
- Ability to align community activity with campaigns and publishing calendars
- Experience sharing learnings with creative, content, and product teams
- Ability to develop and test new formats and engagement approaches
- Mentoring or supporting junior team members
- High energy and high standards
- Meticulous attention to detail
- Ability to juggle tasks and re-prioritise at pace
- Adaptable, roll-up-your-sleeves mindset
- Strong organisational skills and love for completing tasks
