Social Listening & Monitoring Manager

About Athena

Athena is a creative place for leaders risk-takers creative thinkers and boundary-pushers. We partner with organizations looking to transform their presence reputation and performance. For over ten years weve delivered business insights marketing strategies and brand activations for leading organizations in industries ranging from telecommunications to major league sports.

Our people make Athena Athena. Theyre what help set us apart from traditional ad agencies and consultancies. As a Philadelphia Inquirer Top Workplace for three years running we take pride in fostering a work environment where passion meets excellence. Our people are solutions-oriented individuals who eagerly roll up their sleeves to make work that works while sharing a couple of laughs along the way.

About the Position

Athena is looking for a Social Listening &MonitoringManager to join the Optimization & Reporting Team. The Manageris responsible forthesuccess of a Fortune 50brands 24x7 social media listening andcrisisalerting execution as well as supporting the client withsocial trend analysismanagement.

This role leads the Corporate Communicationsreal-time monitoringprogram driving real-time understanding and situational awareness of the issuesimpactingthe clients business and brand on a day-to-day basis. The Manager is accountable for organizing key topics and priorities managing resourcing and schedules overseeing quality and ensuring consistent delivery across a complex fast-moving environment.

The Manager serves as a primary point of contact for senior client stakeholders exercises independent judgment in escalations and issue resolution and takes ownership for workstreamoutcomesincluding evenings weekends and periodic on-call escalation coverage. This role is ideal for a highly organized strategic operator who thrives in highvisibility environments and understands the impact of social and digital media on large organizations.

What youll be responsible for:

Real-Time Monitoring ProgramLeadership (70%)

• Lead day-to-day execution of thereal-time monitoringprogram ensuring consistent high-quality 24/7 social listening and alerting coverage
• Manage the overall day-to-day client relationship withthe client serving as a trusted escalation point and strategic partner
• Serve as the primary operational owner for workflows including monitoring priorities alert thresholds escalation protocols and issue-level coordination
• Act as a senior escalation partner during high-priority oremergingissues exercising independent judgement to assessseverity triage response and supporttimelyescalation to leadership and client stakeholders whenrequired
• Coordinate realtime incident response across internaland internationalanalysts and crossfunctional teams ensuring rapid communication situational awareness and continuity during evenings weekends and major moments
• Partner closely with program leadership (Clientand Athena leadership) tomaintainalignment on expectations response standards and evolving business risks.
• Own advanced scheduling and long-range planning including escalation calendars and coverage plans ensuring always-on readiness and smooth handoffs across shifts
• Proactively communicate availability coverage plans and escalation schedules to clients and internal stakeholders
• Opportunity to provide directpeople management coaching and performance guidance for team members

Escalation Governance & Coverage Planning(20%)

• Own escalation governance including documentation of escalation criteria playbooks severity definitions and clientapproved response frameworks.
• Serve as daytoday owner oflisteninginfrastructure forclients including alert rules topic configuration automation monitoring and issue troubleshooting
• Continuouslyoptimizemonitoring frameworks to improve signal detection reduce noise and align alerts to evolving business and reputational risks
• Oversee request intake for new alerts topics or dashboards related specifically to realtime monitoring needs prioritizing based on risk and business value
• Maintain and moderate Teams channels to ensure clear efficient communication of alerts updates and realtime guidance

Reporting & Insight Support(10%)

• Provide secondary quality assurance on major and executive-facing reports ensuring analytical rigor accuracy and clear storytelling
• Translate complex social listening data into actionable non-technical insights for cross-functional and executive audiences
• Ensurealerts and realtime insights are accurately reflected in executive and postincident materials
• Partner with reporting leads tocontextualizefindings within broader social and digital narratives whenrequired

The skills and experience you should have:

• 4 years of experience in marketing communications or PR with strong project and program managementexpertiseand an interest in data and analytics.
• Proven ability to lead complex high-visibility programs with multiple stakeholders and moving parts.
• Hands-on experience with social listening platforms such as SprinklrBrandwatch Salesforce Crimson HexagonNetBase or Hootsuite.
• Experience managing social listening programs for a major brand (agency orcorporate).
• Strong strategic understanding of social listening and digital analytics capabilities.
• Demonstrated ability to translate complex datasets into compelling insights and narratives.
• Ability to think strategically and independently making confident escalation and prioritization decisions without direct oversight.
• Exceptional problem-solving written and verbal communication skills.
• Experience developing executive-level presentations andoperatingwithin large corporate environments.
• Experience in the telecommunications or entertainment industry preferably within a large-scale corporate environment.

• Medical/Dental benefits including of 1K Health Reimbursement Account
• Matching 401K
• Generous PTO policy
• Substantial Parental Leave Policy
• Hybrid Work Environment

Candidates must be willing to work hybrid (3 days on-site) in our Philadelphia PA office.

Curious about your career path at Athena This role is at the Manager/Sr. Manager Level within Athenascareer-pathstructure for the Optimization & Reporting Team. This team has the following levels of progression for growth and development.

Analyst --> Sr. Analyst -->Manager-->Sr. Manager --> Director --> Sr. Director --> Managing Director

We strive to keep our application process open easy and as painless and transparent as we can make it. We need team members like you to join us. Ready to apply Lets get started.

Athena is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regards to race color religion sex sexual orientation gender identity national origin disability status protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position please contact us at 866.299.6040or at .

Required Experience:

Manager