Director, Social Media Community Management

USAA•Tampa, FL

1d•$127,310 - $243,340•Hybrid

About The Position

USAA is seeking a Director, Social Media Community Management to lead the strategy, operations, and team responsible for USAA's social media community management. This role will oversee tools, processes, and resources that drive engagement, advocacy, and brand reputation. The Director will establish and lead a social engagement center of excellence, enabling proactive, high-impact interactions that strengthen brand trust. This position guides a team in developing and executing social media community strategies across stakeholders, aligning proactive and reactive communications, and monitoring real-time member sentiment and reputation risks. The role requires an individual to be in the office 4 days per week and can be based in San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL. Relocation assistance is not available.

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.
8 years of progressive experience in communications or customer engagement, including 4 years in social media or community management.
3 years of direct team lead or management experience required.
Deep understanding of digital and social media platforms, tools, and emerging technologies.
Proven experience leading and influencing cross-functional stakeholders without direct authority to drive alignment and business outcomes.
Strong business and financial acumen, with the ability to align strategies to business objectives and measure impact.

Nice To Haves

Experience establishing a new team, designing new projects and establishing new processes.
An ability to demonstrate tangible business value in social media efforts, including sentiment and reputation.
US military experience through military service or a military spouse/domestic partner

Responsibilities

Leads a team of social media community managers, overseeing day-to-day operations while managing supporting technology platforms and vendor resources.
Develops and executes strategies to expand the breadth and depth of positive engagement across social channels to strengthen USAA's brand reputation.
Establishes and maintains association-wide standards and operating procedures to ensure consistent, brand-aligned engagement.
Oversee the planning and execution of social media communications and programs, ensuring alignment with business objectives and brand voice.
Defines and monitors key performance metrics, leveraging insights to drive continuous improvement and communicates outcomes to senior leadership.
Partners with reputation management and cross-functional stakeholders to proactively identify, mitigate, and respond to emerging and viral risks in social channels.
Monitors industry trends, tools, and innovations in social media, evaluating and recommending new capabilities to enhance engagement strategies.
Builds and oversees a team of employees through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.