Senior Manager, Community & Social Intelligence

The Vanguard Group • Malvern, PA

6d • Hybrid

About The Position

You’re not just managing communities—you’re architecting Vanguard’s next era of social sophistication. As Senior Manager, Community & Social Intelligence, you’ll elevate our social care and engagement strategy, expand Reddit operations, and lead the charge on insights-driven decision-making. This role blends community building, social listening, and command center leadership to deliver investor-centric experiences that protect trust and spark advocacy. You’ll work in a matrixed environment, partnering with Client Care, Operations, CX, Legal, Risk, and Marketing and Communications.

Requirements

• 6+ years in social media care, community management, or social intelligence leadership within regulated industries.
• Expertise in enterprise social platforms (e.g. Sprinklr or Khoros) and listening tools (e.g. Meltwater or Talkwalker).
• Strong crisis management, stakeholder engagement, and governance experience.
• Proven ability to lead through influence in a matrixed organization.
• Bachelor’s degree
• Availability for off-hours coverage during market events.

Nice To Haves

• Advanced certifications in CX or social preferred.

Responsibilities

• Shape the Future of Social Care: Redefine playbooks for proactive engagement, crisis response, and moderation across existing and emerging platforms.
• Command the Command Center: Oversee social listening and intelligence operations, turning real-time insights into actionable strategies.
• Elevate Community Strategy: Launch advocacy programs, AMAs, and educational threads that foster trust and loyalty.
• Drive Data-Driven Decisions: Monitor KPIs (CSAT, sentiment, response time) and deliver dashboards that inform executives and governance bodies.
• Innovate with Purpose: Introduce AI-assisted triage and predictive analytics to optimize care workflows.
• Governance & Risk Management: Mitigate risk by working collaboratively with Legal, Compliance, and Risk partners; conduct audits and ensure adherence to regulatory requirements.
• Matrix Leadership & People Development: Build a high-performing team culture by hiring, coaching, and inspiring crew members. Set clear expectations, provide feedback, and champion growth opportunities that elevate both individual and team performance.
• Continuous Improvement: Audit processes, lead global QA sessions, and champion best practices across regions.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees