Community Manager
HGS, Austin, TX, United States
Monitor and analyse emerging trends, cultural moments, and audience conversations across Facebook, TikTok, Instagram/Threads, X, Pinterest, YouTube, and any evolving platforms.
Synthesize social listening signals into actionable insights, identifying opportunities for reactive content and flagging potential PR risks or crises to HGS and client leadership immediately.
Benchmark how audiences position the client brand versus competitors, surfacing competitive intelligence that shapes engagement strategy.
Maintain a real-time pulse on platform algorithm changes, format trends, and audience behavior shifts that could affect community performance.
Brand Tone & Voice Governance
Own and steward quality assurance in the brand voice across all community touchpoints, ensuring every response from comments to DMs to reactive posts reflects the client's approved tone, values, and personality.
Develop and maintain up-to-date tone-of-voice guides, response frameworks, and messaging hierarchies in collaboration with the client.
Review and approve templated responses and reactive copy, ensuring brand consistency and contextual sensitivity across all platforms.
Identify tone drift or off-brand responses across the team and initiate immediate corrective action through coaching or guideline updates.
Team Alignment & Response Quality
Ensure that the team maintains cohesion with campaign rollouts through brief development and ongoing team education and refinement as necessary.
Serve as the team’s lead point of contact for customer “war room” activities to support high-profile moments in time for the brand.
Lead daily/weekly customer discussions related to the deployment of key messages tied to upcoming brand content launches.
Lead daily/weekly team calibration sessions to align frontline agents and Team Leaders on brand standards, priority queues, and evolving engagement guidelines.
Define and uphold response quality benchmarks including tone accuracy, empathy, grammar, accuracy, and turnaround time and track performance against these through audits and QA frameworks.
Partner with the Quality and Training teams to close skill gaps, design refresher programmes, and embed response-quality improvements across the team.
Drive a culture of editorial accountability, ensuring agents understand the commercial and reputational significance of every community interaction.
Client Partnership & Campaign Expansion
Serve as the strategic community voice in client governance calls and performance reviews, presenting insights, sentiment trends, and opportunities with clarity and confidence.
Proactively identify reactive engagement opportunities trending moments, seasonal hooks, competitor gaps and pitch these to clients as incremental campaign activations.
Build a strong client relationship that positions HGS as a proactive community partner, not just an execution resource, with the goal of growing the scope of campaign and engagement workstreams.
Develop data-backed proposals for new reactive engagement campaigns, including rationale, timing windows, platform recommendations, and expected sentiment or reach impact.
Operations & Governance
Govern adherence to SOPs, moderation policies, and client brand guidelines across all community channels.
Review queue health, identify sentiment spikes or volume surges, and raise timely alerts to the Program Leaders and relevant stakeholders.
Maintain accountability for community-level KPIs including Response Rate, Response Time, Quality Score, Sentiment Impact, Engagement and Interaction Rate
Support workforce planning inputs for community functions, flagging staffing risks during campaign surges or crisis events.
Analyze and share interaction/engagement data to inform best-in-class response strategies and ensure learnings are consistently applied across the team.
The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. In addition to the above, all HGS employees are expected to:
Promote teamwork and cooperative effort.
Help train and give guidance to other HGS employees.
Maintain a clean, safe, and unobstructed work area, and practice good safety habits.
Provide internal and external customers with the highest quality service.
MINIMUM JOB REQUIREMENTS: (Education, Experience, Skills)
4–6 years of experience in community management, social media management, or digital content roles within a brand, agency
Demonstrated ability to manage brand tone and response quality across large, distributed teams handling high volumes of community interactions.
Proven track record of identifying social trends and converting them into reactive engagement opportunities or campaign recommendations.
Experience presenting insights and campaign proposals to clients, with the commercial acumen to grow engagement scope.
Strong understanding of platform-specific community dynamics across Facebook, TikTok, Instagram, X, and YouTube.
Familiarity with ORM and community management tools such as Sprinklr, Khoros, Brandwatch, or Simplify360 is a must.
Analytical capability to interpret community metrics and sentiment data and translate these into strategic recommendations.
Excellent written communication skills this role demands exceptional grammar, editing instincts, and editorial precision with a social first approach.
Ability to manage escalations with urgency, sound judgment, and a calm, solutions-oriented approach.
SOFT SKILLS:
Culture Cartographer:
Always mapping what's trending, what's fading, and what the internet is feeling right now.
Voice Vault:
You are the keeper of the brand voice — consistent, contextual, and never off-script.
Brief Whisperer:
You can translate a vague client ask into a sharp, actionable engagement direction.
Cool Head:
You stay calm under pressure, handle sensitive content with discretion, and de-escalate without drama.
Word Wizardry:
Masterful social language skills — tone-perfect, platform-native, and always on-brand.
Pitch-Ready:
Comfortable walking a client through a reactive campaign idea with data, conviction, and creativity.
Team Tuner:
Skilled at aligning a diverse team to a shared editorial standard without losing their voice.
Emotional Ninja:
Strong emotional intelligence, resilience, and the ability to coach others through difficult interactions.
Logic Legend:
Sharp problem-solving skills with the ability to connect community signals to business outcomes.
Shift Shapeshifter:
Available to work various shifts and on-call during peak campaign or crisis moments.
#J-18808-Ljbffr
Synthesize social listening signals into actionable insights, identifying opportunities for reactive content and flagging potential PR risks or crises to HGS and client leadership immediately.
Benchmark how audiences position the client brand versus competitors, surfacing competitive intelligence that shapes engagement strategy.
Maintain a real-time pulse on platform algorithm changes, format trends, and audience behavior shifts that could affect community performance.
Brand Tone & Voice Governance
Own and steward quality assurance in the brand voice across all community touchpoints, ensuring every response from comments to DMs to reactive posts reflects the client's approved tone, values, and personality.
Develop and maintain up-to-date tone-of-voice guides, response frameworks, and messaging hierarchies in collaboration with the client.
Review and approve templated responses and reactive copy, ensuring brand consistency and contextual sensitivity across all platforms.
Identify tone drift or off-brand responses across the team and initiate immediate corrective action through coaching or guideline updates.
Team Alignment & Response Quality
Ensure that the team maintains cohesion with campaign rollouts through brief development and ongoing team education and refinement as necessary.
Serve as the team’s lead point of contact for customer “war room” activities to support high-profile moments in time for the brand.
Lead daily/weekly customer discussions related to the deployment of key messages tied to upcoming brand content launches.
Lead daily/weekly team calibration sessions to align frontline agents and Team Leaders on brand standards, priority queues, and evolving engagement guidelines.
Define and uphold response quality benchmarks including tone accuracy, empathy, grammar, accuracy, and turnaround time and track performance against these through audits and QA frameworks.
Partner with the Quality and Training teams to close skill gaps, design refresher programmes, and embed response-quality improvements across the team.
Drive a culture of editorial accountability, ensuring agents understand the commercial and reputational significance of every community interaction.
Client Partnership & Campaign Expansion
Serve as the strategic community voice in client governance calls and performance reviews, presenting insights, sentiment trends, and opportunities with clarity and confidence.
Proactively identify reactive engagement opportunities trending moments, seasonal hooks, competitor gaps and pitch these to clients as incremental campaign activations.
Build a strong client relationship that positions HGS as a proactive community partner, not just an execution resource, with the goal of growing the scope of campaign and engagement workstreams.
Develop data-backed proposals for new reactive engagement campaigns, including rationale, timing windows, platform recommendations, and expected sentiment or reach impact.
Operations & Governance
Govern adherence to SOPs, moderation policies, and client brand guidelines across all community channels.
Review queue health, identify sentiment spikes or volume surges, and raise timely alerts to the Program Leaders and relevant stakeholders.
Maintain accountability for community-level KPIs including Response Rate, Response Time, Quality Score, Sentiment Impact, Engagement and Interaction Rate
Support workforce planning inputs for community functions, flagging staffing risks during campaign surges or crisis events.
Analyze and share interaction/engagement data to inform best-in-class response strategies and ensure learnings are consistently applied across the team.
The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. In addition to the above, all HGS employees are expected to:
Promote teamwork and cooperative effort.
Help train and give guidance to other HGS employees.
Maintain a clean, safe, and unobstructed work area, and practice good safety habits.
Provide internal and external customers with the highest quality service.
MINIMUM JOB REQUIREMENTS: (Education, Experience, Skills)
4–6 years of experience in community management, social media management, or digital content roles within a brand, agency
Demonstrated ability to manage brand tone and response quality across large, distributed teams handling high volumes of community interactions.
Proven track record of identifying social trends and converting them into reactive engagement opportunities or campaign recommendations.
Experience presenting insights and campaign proposals to clients, with the commercial acumen to grow engagement scope.
Strong understanding of platform-specific community dynamics across Facebook, TikTok, Instagram, X, and YouTube.
Familiarity with ORM and community management tools such as Sprinklr, Khoros, Brandwatch, or Simplify360 is a must.
Analytical capability to interpret community metrics and sentiment data and translate these into strategic recommendations.
Excellent written communication skills this role demands exceptional grammar, editing instincts, and editorial precision with a social first approach.
Ability to manage escalations with urgency, sound judgment, and a calm, solutions-oriented approach.
SOFT SKILLS:
Culture Cartographer:
Always mapping what's trending, what's fading, and what the internet is feeling right now.
Voice Vault:
You are the keeper of the brand voice — consistent, contextual, and never off-script.
Brief Whisperer:
You can translate a vague client ask into a sharp, actionable engagement direction.
Cool Head:
You stay calm under pressure, handle sensitive content with discretion, and de-escalate without drama.
Word Wizardry:
Masterful social language skills — tone-perfect, platform-native, and always on-brand.
Pitch-Ready:
Comfortable walking a client through a reactive campaign idea with data, conviction, and creativity.
Team Tuner:
Skilled at aligning a diverse team to a shared editorial standard without losing their voice.
Emotional Ninja:
Strong emotional intelligence, resilience, and the ability to coach others through difficult interactions.
Logic Legend:
Sharp problem-solving skills with the ability to connect community signals to business outcomes.
Shift Shapeshifter:
Available to work various shifts and on-call during peak campaign or crisis moments.
#J-18808-Ljbffr