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.

WHO YOU ARE
You want to be an EVIDENCE-BASED MARKETER .

• 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.

BASIC QUALIFICATIONS

• 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

PREFERRED QUALIFICATIONS

• 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

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Sales Territory: $87,700 - $100,100 for Sr. Associate, Brand
Richmond, VA: $87,700 - $100,100 for Sr. Associate, Brand
New York, NY: $105,300 - $120,100 for Sr. Associate, Brand
McLean, VA: $96,500 - $110,100 for Sr. Associate, Brand
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to [email protected]
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).