Manager, Customer Advocacy - Social Media and Public Engagement
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About The Position
As Manager, Customer Advocacy - Social Media and Public Engagement, you will be responsible for leading MoneyLion's public-facing customer engagement efforts, ensuring that all external customer interactions build trust, drive meaningful resolutions, and enhance MoneyLion's reputation. This role blends strategic vision, operational excellence, and customer insight to oversee how MoneyLion communicates publicly with its customers across multiple channels. Initially, you will oversee a team of Customer Advocates managing public reviews, social media commentary, and direct customer interactions, as well as indirectly guide a BPO team handling content moderation within the app. Over time, this role has the potential to grow to encompass all public-facing customer conversations, shaping MoneyLion's overall approach to external engagement. You will also take the lead in developing the @AskMoneyLion brand, creating a strategy to foster positive customer relationships, engage users with relevant and humorous content, and seamlessly manage the transition of public complaints into private resolutions. This position requires a leader with a proven track record of building scalable public-facing customer advocacy programs, delivering measurable outcomes, and collaborating cross-functionally to ensure customer insights inform broader organizational strategies. This role is located on-site 4 days a week at our headquarters in Chelsea, NYC.
