Sr. Social Media Manager, Community and Listening

UnitedHealth Group•Washington, DC

7d•Hybrid

About The Position

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. This position follows a hybrid schedule with four in-office days per week.

Requirements

5+ years in social media, content strategy, or digital marketing; experience in healthcare or regulated industries and crisis experience
Junior staff management and development experience
Deep platform knowledge and proven track record of community building
Proficiency with social media tools, analytics platforms, and content creation
Excellent organizational skills and attention to detail; ability to manage multiple priorities in a fast-paced environment

Nice To Haves

Experience in healthcare or regulated industries and crisis experience

Responsibilities

Enterprise Community Management: In partnership with the VP, Social Media, builds Community Management discipline while working directly with UHC, Optum and Social Care teams to right size our approach to our business and consumer affairs strategies.
Develop KPI’s, reporting template(s) and reporting cadence.
Develop Triage process enhancements.
Enhance matrix of responses, creating a library that allows for real-time responses that meet brand requirements with optionality.
Partners with Social Care to understand workflows and identify opportunities for enhancements to benefit company reputation, including integrated reporting.
Ensures positive engagement opportunities are seized, and content is repurposed as appropriate across the enterprise.
Owns relationship for our Community Management tool set.
Partners with Associate Director of Social Media Operations to ensure tool hygiene and adoption.
In partnership with VP, Social Media and VP, Digital, develops and executes misinformation correction approach, including but not limited to training in-platform AI.
Partners with security to enhance social media threat escalation process.
Contributes to strategy for review site management and optimization with VP, Digital.
Actionable Listening: Real-time listening to social conversations beyond crisis monitoring to identify trends to inform our strategy utilizing enterprise tools and in platform capabilities (competitive, industry and inspirational).
Contribute to the execution of agile content plans and identify engagement opportunities through daily monitoring.
Map strongest positive voices in the industry and identify potential engagement opportunities.
Attend Insights & Intelligence calls and share key data points.
Measurement & Optimization: Provide actionable insights to enterprise partners to inform strategic approach to content and platforms.
Refine strategic approach to community management, utilizing data to inform direction of the discipline.
Maintain an up-to-date understanding of social media platforms, engagement trends, and risk signals.
Provide support for OOO coverage and special projects.
Manages and develops analyst.