Senior Associate, Social Community Management & Processes

Capital One • McLean, VA

19h • $87,700 - $120,100

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level