Responsibilities

• Manages high-visibility member engagement across reputation-impacting channels and determines appropriate response strategies for complex, non-complaint interactions.
• Collaborates with key stakeholders to support the development and implementation of best practices for the centralized team and the LOB social servicing teams, ensuring consistency with association standards and objectives.
• Creates and suggests relevant, creative and informative content for use in proactive and reactive social interactions.
• Monitors engagement performance using established metrics, summarizes key insights, and identifies opportunities to improve impact.
• Provides guidance to social servicing teams during high-profile situations, both positive and sensitive, to ensure consistent, empathetic communication that protects USAA's brand presence online.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Requirements

• Bachelor's Degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 4 years of communications or customer engagement experience, including 2 years in social media or community management.
• Strong writing and editing skills, with the ability to communicate clearly and effectively.
• Proficient knowledge of social media platforms, tools, best practices, and trends.
• Demonstrated ability to manage multiple priorities in a fast-paced, real-time environment
• Experience collaborating with cross-functional stakeholders to support consistent messaging and engagement practices.

Preferred

• Experience in proactive brand story telling for a large public-facing organization or company, demonstrating skills in supporting the group’s broader reputation goals.
• US military experience gained through military service or gained as a military spouse / domestic partner

Benefits

• At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness.
• These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs.
• Additionally, our career path planning and continuing education assists employees with their professional goals.
• For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.