Social Media Project Manager
ModSquad
Social Media & Moderation Project Manager
ModSquad
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Serve as the primary operational point of contact for assigned social media, community management, and moderation projects.
- Lead recruitment, onboarding, scheduling, and daily management of employees and contractors.
- Monitor compliance and provide real-time operational guidance to APMs, CMs, ACMs, Leads, and Mods.
- Assist with shift coverage, staffing forecasts, and operational scheduling based on engagement trends.
- Drive proactive operational planning and process documentation to maintain best-in-class service delivery.
- Escalate and propose solutions for high-level issues, project optimizations, and future planning needs.
- Own the execution of social media moderation and community engagement initiatives, ensuring every interaction aligns with the client’s brand voice, community standards, and engagement goals.
- Deliver operational insights that drive stronger, safer, and more vibrant communities — proactively identifying new opportunities to improve health, engagement, retention, and brand loyalty across platforms.
- Monitor community and platform trends in real time, escalating potential risks, brand reputation concerns, or engagement opportunities before they impact the client’s goals.
- Create, refine, and maintain detailed community management and moderation playbooks that guide best practices, escalation protocols, tone/voice execution, and evolving platform strategies.
- Lead energizing internal brainstorms and strategic sessions focused on enhancing the community experience — prioritizing innovation, audience growth, platform-specific engagement tactics, and proactive risk management, not just administrative maintenance.
- Champion community-first thinking across the project team, embedding community health, trust & safety, and meaningful engagement strategies into day-to-day operations.
- Conduct regular QA reviews, productivity checks, and shadowing sessions.
- Deliver coaching and actionable feedback to employees and contractors.
- Track team and project performance against KPIs, SLAs, and client expectations.
- Conduct team meetings and 1:1s focused on operational excellence, trends, and continuous improvement.
- Build and foster strong client relationships through regular reporting, meetings, and insights delivery.
- Support QBR (Quarterly Business Review) preparations and strategic planning discussions.
- Represent client priorities internally to ensure alignment between project execution and client goals.
- Lead proactive discussions around industry trends, evolving needs, and service expansion opportunities.
- Mentor and coach APMs, CMs, ACMs, Leads, and Moderators to ensure quality and accountability.
- Drive positive team culture, employee engagement, and career development conversations.
- Manage critical dialogues, conflict resolution, and performance interventions as needed.
- Lead the onboarding and offboarding of project staff.
Requirements
- 3-5 years of experience managing social media, community management, or moderation projects.
- Proven experience leading remote teams (employees and contractors) in a client-facing role.
- Strong expertise across social platforms (Facebook, Instagram, Twitter/X, TikTok, Reddit, Discord, forums).
- Deep understanding of brand voice, community building, moderation strategies, and platform-specific needs.
- Experience managing QA processes, KPI/SLA deliverables, and performance improvement plans.
- Exceptional client-facing communication skills; experience leading strategic discussions and reporting.
- Highly organized with strong project documentation, operational planning, and multitasking skills.
- Ability to balance strategic leadership with hands-on operational management.
- Familiarity with tools like Zendesk, Khoros, Sprinklr, Asana, Trello, or equivalent project management/community platforms is a plus.
- Knowledge of Trust & Safety practices and escalation protocols is preferred.
Benefits
- Competitive benefits package
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
social media managementcommunity managementmoderation strategiesKPI managementSLA managementperformance improvementoperational planningproject documentationQA processesbrand voice
Soft skills
client-facing communicationstrategic leadershipmultitaskingteam cultureconflict resolutioncoachingmentoringorganizational skillsinnovationemployee engagement
