Social Media Manager

• 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.

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