Project & Talent Manager - Social & Community

3+ years experience in social media operations, community management, social care, or digital customer support. Demonstrated experience acting as a client-facing operational lead. Comfortable presenting performance updates, risks, and recommendations to client stakeholders. Strong written and verbal communication skills. Proven experience managing large-scale, enterprise-level programs. Experience leading and scaling global, distributed teams across multiple time zones. Hands-on experience with social platforms (Instagram, Facebook, TikTok, X, YouTube, etc.) and private messaging channels. Strong background in operational delivery, including QA, SLAs, escalation management, and risk mitigation. Experience working closely with Customer Success, Product, Account Managers and Operations teams.

Own operational execution of social care and community management programs. Serve as the primary operational point of contact for internal teams and client stakeholders. Ensure alignment across public engagement, account-related support, and product inquiries. Coordinate execution across multiple regions and time zones. Provide visibility into operational performance, risks, and opportunities. Recruit, lead, and support a global team of agents. Oversee onboarding and enablement of new team members. Provide guidance, coaching, and escalation support to agents. Proactively identify and manage operational risks. Coordinate response during incidents or sensitive brand moments. Own quality assurance processes across all workstreams. Monitor response accuracy, tone, brand alignment, and escalation handling. Manage changes to scope, workflows, or priorities. Monitor staffing levels and workload distribution. Maintain accurate operational documentation. Deliver regular reporting on performance, volume, quality, and risks.