Senior Manager, Social Communities
Viking, Los Angeles, CA, United States
Job Summary
The Sr. Manager, Social Communities will lead Viking’s Social Communities team—a frontline voice, reputation guardian, and guest experience amplifier. The role ensures the brand reputation on social media is actively earned and protected through real‑time engagement, strategic listening, and cross‑functional influence. It requires a leader who drives process improvements, onboard social media tools and workflows, and mentors a high‑performing team. The manager will scale and modernize the operations, leveraging AI‑powered and non‑AI automations, stay ahead of emerging trends, and translate these into strategies that strengthen Viking’s social presence and long‑term community engagement. They will guide the team in building brand affinity, foster meaningful guest interactions, surfacing actionable insights, and driving resolution of guest issues. The role works closely with department leadership, Customer Service, and Corporate Communications to maintain consistency and quality across channels, especially during moments of crisis. This is a hybrid position based in our Woodland Hills, Los Angeles office; you will be required to work from the office Monday, Thursday, and one additional weekday per week.
Job Responsibilities
Lead and advocate for the Communities team’s contributions, ensuring visibility across departments and clear communication with cross‑functional partners and executive leaders about emerging and ongoing issues.
Identify, design, and implement AI‑powered and non‑AI process automations to streamline community management workflows while maintaining high standards of quality, empathy, and brand voice.
Own the development and optimization of social media management and social listening tools, including onboarding, tagging, and categorization systems.
Translate real‑time guest feedback and sentiment into actionable insights for Customer Relations, Product, Guest Services, Marketing, and Executive teams.
Coordinate with the Customer Service team to ensure consistent and accurate information across all channels.
Partner with Public Relations and Corporate Communications during crises to craft response strategies and provide leadership with sentiment and engagement updates.
Guide the team in identifying and escalating emerging issues, trends, and opportunities that impact brand reputation and guest satisfaction.
Work closely with leadership and key stakeholders to align strategic goals and initiatives.
Oversee inbound and outbound engagement across social platforms, ensuring timely, empathetic, and brand‑aligned interactions.
Deliver regular reporting that highlights community sentiment, engagement metrics, and strategic recommendations and/or actionable insights.
Develop and implement process improvements to enhance community care, engagement, and operational efficiency in both owned and partner‑led channels.
Manage and mentor Social Communities Leads and Specialists, fostering a culture of excellence, empathy, and continuous learning and ensuring the team delivers on objectives, priorities and deadlines.
Oversee day‑to‑day social listening and community engagement operations to maintain quality outputs and team efficiency.
Monitor global news and social trends daily to inform proactive listening and brand protection strategies.
Manage and evolve the library of template responses, topic tags/labels, engagement protocols and inbound categorization within tools.
Job Requirements
7+ years managing and moderating owned and public social communities, with a strong track record in brand reputation and crisis response.
2+ years leading and developing high‑performing community teams.
Expertise in using and onboarding social media management tools (preferably Khoros, Talkwalker, Sprout Social or similar) for social listening, engagement, community care, and insights.
Strong working understanding of AI‑enabled and non‑AI automation in social media and community management, with the ability to evaluate, implement, and scale solutions that improve efficiency and guest experience.
Extensive and proven experience working with customer service teams to resolve consumer issues and improve satisfaction.
Exceptional writing, editing, and communication skills with a deep understanding of brand voice and tone.
Ability to navigate ambiguity, pivot priorities and lead calmly under pressure.
Demonstrated ability to exercise sound judgment in high‑pressure, public‑facing situations.
Strong leadership and team management abilities.
Strong strategic thinking, problem‑solving capabilities, with a focus on customer satisfaction.
Proactive and resourceful self‑starter with strong organizational and interpersonal skills.
Passion for travel, learning and world cultures.
Ability to foster optimism and resilience in dynamic, fast‑paced environments.
Experience in internal advocacy and stakeholder education.
Bachelor’s degree in marketing, journalism, PR, communications, or equivalent experience.
Benefits
Competitive compensation: $125,000‑$140,000 salary, discretionary bonus, 401(k) with company match, and Employee Share Purchase Plan (ESPP).
Full benefits: medical, dental, vision, life and disability insurance at a highly subsidized rate (some plans fully paid by Viking).
Accrue 15 paid vacation days, sick time accrual by state, and 6 paid holidays per year.
Opportunity to take a free or discounted cruise.
Highly subsidized gym membership.
Various discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership, and other perks.
Viking is a certified Great Place to Work company.
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Job Responsibilities
Lead and advocate for the Communities team’s contributions, ensuring visibility across departments and clear communication with cross‑functional partners and executive leaders about emerging and ongoing issues.
Identify, design, and implement AI‑powered and non‑AI process automations to streamline community management workflows while maintaining high standards of quality, empathy, and brand voice.
Own the development and optimization of social media management and social listening tools, including onboarding, tagging, and categorization systems.
Translate real‑time guest feedback and sentiment into actionable insights for Customer Relations, Product, Guest Services, Marketing, and Executive teams.
Coordinate with the Customer Service team to ensure consistent and accurate information across all channels.
Partner with Public Relations and Corporate Communications during crises to craft response strategies and provide leadership with sentiment and engagement updates.
Guide the team in identifying and escalating emerging issues, trends, and opportunities that impact brand reputation and guest satisfaction.
Work closely with leadership and key stakeholders to align strategic goals and initiatives.
Oversee inbound and outbound engagement across social platforms, ensuring timely, empathetic, and brand‑aligned interactions.
Deliver regular reporting that highlights community sentiment, engagement metrics, and strategic recommendations and/or actionable insights.
Develop and implement process improvements to enhance community care, engagement, and operational efficiency in both owned and partner‑led channels.
Manage and mentor Social Communities Leads and Specialists, fostering a culture of excellence, empathy, and continuous learning and ensuring the team delivers on objectives, priorities and deadlines.
Oversee day‑to‑day social listening and community engagement operations to maintain quality outputs and team efficiency.
Monitor global news and social trends daily to inform proactive listening and brand protection strategies.
Manage and evolve the library of template responses, topic tags/labels, engagement protocols and inbound categorization within tools.
Job Requirements
7+ years managing and moderating owned and public social communities, with a strong track record in brand reputation and crisis response.
2+ years leading and developing high‑performing community teams.
Expertise in using and onboarding social media management tools (preferably Khoros, Talkwalker, Sprout Social or similar) for social listening, engagement, community care, and insights.
Strong working understanding of AI‑enabled and non‑AI automation in social media and community management, with the ability to evaluate, implement, and scale solutions that improve efficiency and guest experience.
Extensive and proven experience working with customer service teams to resolve consumer issues and improve satisfaction.
Exceptional writing, editing, and communication skills with a deep understanding of brand voice and tone.
Ability to navigate ambiguity, pivot priorities and lead calmly under pressure.
Demonstrated ability to exercise sound judgment in high‑pressure, public‑facing situations.
Strong leadership and team management abilities.
Strong strategic thinking, problem‑solving capabilities, with a focus on customer satisfaction.
Proactive and resourceful self‑starter with strong organizational and interpersonal skills.
Passion for travel, learning and world cultures.
Ability to foster optimism and resilience in dynamic, fast‑paced environments.
Experience in internal advocacy and stakeholder education.
Bachelor’s degree in marketing, journalism, PR, communications, or equivalent experience.
Benefits
Competitive compensation: $125,000‑$140,000 salary, discretionary bonus, 401(k) with company match, and Employee Share Purchase Plan (ESPP).
Full benefits: medical, dental, vision, life and disability insurance at a highly subsidized rate (some plans fully paid by Viking).
Accrue 15 paid vacation days, sick time accrual by state, and 6 paid holidays per year.
Opportunity to take a free or discounted cruise.
Highly subsidized gym membership.
Various discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership, and other perks.
Viking is a certified Great Place to Work company.
#J-18808-Ljbffr