Responsibilities

• Build engaging online communities and identify unbranded ways to show up—stay tapped into daily conversations and find smart, unbranded spaces where Chase can show up with helpful, natural engagement that builds trust
• Support tentpoles, campaign moments, and partner activations with real-time engagement and smooth coordination—and stay close to planning, so the community POV is reflected early (likely questions, opportunities, and watchouts)
• Engage with audiences across Chase-owned and Brand Partner social channels by responding to comments, replies, and messages in a timely manner using a brand-safe, platform-appropriate voice
• Partner with channel strategists to develop and deploy Surprise & Delights that build advocacy and deepen engagement around priority moments
• Contribute to reporting, documentation, and continuous improvement of engagement playbooks and processes
• Monitor social conversation for emerging themes, reputational risks, and engagement opportunities; share insights with internal teams and partners
• Act as a liaison between the reputational monitoring team and channel strategists, ensuring emerging risks, conversation shifts, and channel strategies are communicated clearly and translated into actions
• Escalate and/or respond to queries and comments through established guidance and workflows, partnering with appropriate internal teams when needed
• Use social listening tools (e.g. Sprinklr) to track and analyze conversation—surfacing trends, audience preferences, and clear insights that inform engagement and content strategy for social, marketing, and communications partners; use analytics to inform engagement strategy and power content strategy across Chase social channels
• Optimize engagement dashboards, ensuring systems, queries, and audience lists are optimized to deliver credible insights

Requirements

• 3+ years in social community engagement, community management, social listening, or brand social operations
• Strong writing/editing skills and sound judgment in high-visibility environments
• Strong platform fluency across YouTube and major social platforms (Instagram/Meta, LinkedIn, TikTok, X), with a solid feel for community norms and what drives conversation; passionate about social media, trends, cultural moments, and building communities
• Collaborative mindset, with experience working across teams (social, brand, communications, customer care, risk/legal/compliance, Talent partnerships) and with external partners when needed
• Experience with social listening and reporting, using tools like Sprinklr (or similar) to spot trends, pull insights, and share insights and opportunities with partners
• Strong ability to problem-solve and think critically and the ability to self-start and produce high-quality work
• Proactive by nature and comfortable working in a fast-paced environment with tight deadlines
• Excellent organizational skills with the ability to multitask and prioritize high volume, high priority initiatives
• Confidence to pitch fresh ideas within the team, think creatively, and identify and solve problems
• Team player with an enthusiastic attitude and entrepreneurial spirit. Eager to learn, have fun, contribute and make an impact

Benefits

• comprehensive health care coverage
• on-site health and wellness centers
• a retirement savings plan
• backup childcare
• tuition reimbursement
• mental health support
• financial coaching and more
• Additional details about total compensation and benefits will be provided during the hiring process