Senior Manager, Community & Social Intelligence

Malvern, PA - USA

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

Youre not just managing communitiesyoure architecting Vanguards next era of social sophistication. As Senior Manager Community & Social Intelligence youll 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. Youll work in a matrixed environment partnering with Client Care Operations CX Legal Risk and Marketing and Communications.

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.

Qualifications

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.

Requirements:

Bachelors degree; advanced certifications in CX or social preferred.
Availability for off-hours coverage during market events.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard we dont just have a missionwere on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members designed to capture the benefits of enhanced flexibility while enabling in-person learning collaboration and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.

Required Experience:

Senior Manager

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.

Qualifications

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.

Requirements: