Social Media Community Manager Senior

USAA•San Antonio, NC

14h•Hybrid

About The Position

As a dedicated Social Media Community Manager Senior, you will serve as a senior advisor to line of business (LOB) social servicing, marketing, and Communications and Public Affairs (CPA) teams, leading the execution of complex, high-visibility member interactions that enhance USAA's reputation. A focus in developing and delivering proactive social messaging, while creating relevant, engaging content to support cross-functional teams with bold, empathetic communications that build brand trust. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL. Relocation assistance is not available for this position.

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.
6 years of communications or customer engagement experience, including 3 years in social media or community management.
Advanced writing and editing skills, with the ability to adapt tone and messaging for high-visibility and sensitive situations.
Advanced knowledge of social media platforms, tools, best practices, and trends.
Demonstrated experience partnering with and influencing cross-functional stakeholders and senior leaders.
Experience leading complex, high-visibility engagement or communication efforts in a fast-paced, real-time environment.
Strong analytical skills, including experience defining and interpreting performance metrics to drive insights and improvements.

Nice To Haves

Experience partnering and collaborating with peers and leaders to make decisions on sensitive social engagement
US military experience gained through military service or gained as a military spouse / domestic partner

Responsibilities

Leads high-visibility member engagement across reputation-impacting channels, setting strategy and direction for complex, non-complaint interactions.
Leads cross-functional stakeholders and subject matter experts in developing and implementing innovative approaches to strengthen and sustain a positive brand presence online.
Partners with consultants, vendors, and tool owners to drive simplification, optimize processes and ensure adoption of best practices across social engagement operations.
Leads and delivers coaching to LOB social servicing teams on writing style, tone, and effective member engagement to ensure consistent, brand-aligned communication.
Determines, implements, and monitors key performance metrics to evaluate and drive impact across trust, brand affinity, and social engagement.
Analyzes program performance and communicates insights, trends, and recommendations to senior leadership.
Performs complex analysis to assess program effectiveness, identify efficiencies, and inform continuous improvement initiatives.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.