Social Media Community Manager I

About the role

As a dedicated Social Media Community Manager I, you will serve as a brand advocate for USAA across social platforms, leading and supporting complex, high-visibility member interactions that reinforce the association's reputation. Develop and execute both proactive and reactive social messaging, while recommending relevant, engaging content to support cross-functional teams. 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.

Responsibilities

• Manages high-visibility member engagement across reputation-impacting channels and determines appropriate response strategies for complex, non-complaint interactions.
• Collaborates with key stakeholders to support the development and implementation of best practices for the centralized team and the LOB social servicing teams, ensuring consistency with association standards and objectives.
• Creates and suggests relevant, creative and informative content for use in proactive and reactive social interactions.
• Monitors engagement performance using established metrics, summarizes key insights, and identifies opportunities to improve impact.
• Provides guidance to social servicing teams during high-profile situations, both positive and sensitive, to ensure consistent, empathetic communication that protects USAA's brand presence online.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
• What you have:
• 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.
• 4 years of communications or customer engagement experience, including 2 years in social media or community management.
• Strong writing and editing skills, with the ability to communicate clearly and effectively.
• Proficient knowledge of social media platforms, tools, best practices, and trends.
• Demonstrated ability to manage multiple priorities in a fast-paced, real-time environment
• Experience collaborating with cross-functional stakeholders to support consistent messaging and engagement practices.
• What sets you apart:
• Experience in proactive brand story telling for a large public-facing organization or company, demonstrating skills in supporting the group's broader reputation goals.
• US military experience gained through military service or gained as a military spouse / domestic partner
• Compensation range: The salary range for this position is: $77,120 - $147,390.
• USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).
• Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.
• Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
• The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.
• For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.
• Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, inte

Benefits

Additional Information

Why USAA? At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values - honesty, integrity, loyalty and service - define how we treat each other and our members. Be part of what truly makes us special and impactful. We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

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