Senior Associate, Social Community Management & Processes

Senior Associate, Social Community Management & Processes

Senior Associate, Social Community Management & Processes

This is an exciting opportunity for a talented social media professional to join Capital One's Brand Governance, Social and Content Team. As a Senior Associate supporting the Social Operations program, you will play a central role in shaping and executing the enterprise-wide strategy for social media engagement, moderation and monitoring. This role is essential for fostering strong brand affinity, ensuring exceptional customer satisfaction, and protecting the Capital One brand across all social platforms.

As a key contributor to our dynamic team, you will be instrumental in applying a powerful combination of strategic thinking, organizational excellence, and influential communication skills to tackle complex, enterprise-wide challenges.

You will operate at the intersection of various business units, collaborating extensively with world-class professionals and subject matter experts from across the entire company. Your primary mission will be to foster cohesion, drive consistency in processes and outcomes, and secure essential cross-functional support for critical initiatives.

WHAT YOU'LL DO

• Lead the development of best-in-class strategies for engaging with customers and the public across all of the company's social media channels.
• Oversee and support the day-to-day community management operations, including moderation, ensuring timely, compliant, and on-brand responses to inbound social commentary, both directly and through an agency partner.
• Lead quality assurance processes for enterprise and Brand-owned social media properties.
• Drive continuous process improvement by documenting, and optimizing enterprise-level workflows and operational efficiency for content calendaring and publication management.
• Lead real-time engagement initiatives that deepen consumer experiences in social media.
• Monitor social consumer trends, analyzing key learnings and surfacing data-backed insights and recommendations to cross-functional partners to inform and optimize campaigns.
• Support crisis management protocols with insights teams by providing timely escalation reporting, decision support, and monitoring the team inbox to guide requesters or direct them to the proper point of contact.
• Contribute to a positive team environment by training and briefing community managers on processes, brand voice, best practices, and campaign engagement strategies.

• Your curiosity is endless. There's always something else to learn.
• You're flexible and not afraid of change-in fact you welcome the challenge.
• You share your point of view, but seek out what might be missing and listen.
• You have big ideas and know the best ones are driven by proof, persistence and patience.
• You're a storyteller. You simplify the complex and compel your audience to act.
• You know how to enjoy yourself. While fun isn't mandatory, it certainly seems to follow you.
• You care-about the work, your team and the customers you serve.

• Bachelor's Degree or Military experience
• At least 2 years of social community management experience
• At least 2 years of years of social media marketing experience, including proficiency with social media tools (such as Meta Business Suite, Business Managers and Sprinklr)
• At least 2 years of relationship management in a digital agencies or as a contractor
• At least 2 years of social media reporting experience

• 3 + years of experience in social or digital marketing experience
• 3+ years of experience managing complex processes across multiple stakeholder groups and implementing process improvements
• 3+ years of experience in marketing operations, public relations or crisis management
• 3+ years of experience in financial services, or other highly regulated industry