Responsibilities

• Develop, evolve, and own the enterprise community management and social engagement strategy aligned to brand, marketing, and business priorities.
• Build and maintain a multi-year engagement model and roadmap that identifies audiences, channels to drive discoverability and brand trust.
• Define the operating model for how community works seamlessly with brand storytelling, social influencer marketing, and social intelligence work together to deliver on Lead-to-One promise and amplify positive moments and cultural relevance.
• Establish annual and quarterly plans that support enterprise brand, business, and reputation goals.
• Own community engagement policies, response playbooks, brand voice guardrails, and escalation protocols, including issue and crisis response.
• Partner with Brand, Legal, Compliance, Public Affairs, and Communications to ensure engagement practices align with regulatory and enterprise standards.
• Establish moderation standards, service-level agreements (SLAs), and quality assurance frameworks across in-house teams and agency partners.
• Lead company-wide governance processes and best practices for community management and social care.
• Lead, manage, coach, and inspire a team of community managers, care specialists, moderators, and analysts.
• Develop talent strategies including recruitment, onboarding, coaching, retention, and succession planning.

Requirements

• Bachelor's degree in Marketing, Communications, Journalism, Public Relations, Business, or a related field.
• 7+ years of progressive experience in social media, community management, digital engagement, customer care, or related disciplines.
• 4+ years of direct people leadership experience.
• Demonstrated experience building and scaling community or engagement programs within large, complex organizations.
• Proven experience leading social issue management and crisis response.
• Experience developing governance frameworks, policies, and playbooks.
• Experience managing agencies, vendor relationships, and enterprise social technologies.

Preferred

• Experience within healthcare, insurance, financial services, pharmaceutical, or other regulated industries.
• Familiarity with community measurement frameworks and social intelligence methodologies.
• Experience integrating social care and community management operating models.
• Experience establishing or scaling a Center of Excellence.

Benefits

• Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence.
• For more details on our employee benefits programs, click here .