Director, Social Media Governance & Intelligence

Early Warning; New York (NY); Hybrid; USD 186,000 - 232,000; Full time

Benefits offered by this job

Healthcare Coverage

401(k) Retirement Plan

Paid Time Off

12 weeks Paid Parental Leave

Maven Family Planning

Job summary

Early Warning's Director of Social Media Governance & Intelligence leads enterprise governance, accounts, access, and listening platforms to support social programs across Zelle, Paze, and Certos. You will set standards, policies, and incident response to protect the brand while enabling scalable operations.

You will translate social signals into actionable intelligence for Marketing, Legal, Compliance, Risk, and executive leadership, partnering with Social Operations and embedded teams to

Qualifications

• Bachelor's degree in Marketing, Communications, Journalism, Business, Information Systems, or a related field, or an equivalent combination of education and experience.
• Typically, 12 or more years of experience in social media, digital communications, or social operations.
• Typically, 5 or more years of experience leading enterprise social media governance, social listening, digital operations, or comparable enterprise capabilities.
• Experience managing enterprise social media management and listening platforms across multiple brands or business units.
• Experience developing governance frameworks, operational standards, or enterprise processes within a matrixed organization.
• Experience in a regulated or highly scrutinized industry such as financial services, fintech, healthcare, insurance, or technology.
• Demonstrated experience building social listening strategies, monitoring frameworks, issue detection processes, or intelligence programs that influence business decision‑making.
• Experience managing vendors, agencies, technology platforms, and cross‑functional stakeholder relationships.
• Strong understanding of governance principles, operational risk, access controls, information management, and digital platform administration.
• Exceptional judgment with the ability to distinguish meaningful issues from routine social activity and communicate implications clearly to senior stakeholders.
• Excellent communication, project management, analytical, and relationship‑building skills.
• Background and drug screen.

Responsibilities

• Own the development, maintenance, and continuous improvement of enterprise social media governance standards, policies, playbooks, and operating guidance, including account governance, moderation principles, platform usage, third‑party access, escalation requirements, and exception management.
• Own the enterprise inventory of official social media accounts, ensuring clear business ownership, administrative ownership, platform documentation, recovery information, agency relationships, and lifecycle management.
• Manage the enterprise access‑control program for social media platforms, including provisioning, approvals, periodic access reviews, offboarding, emergency access, documentation, and audit readiness.
• Responsible for enterprise social media management and listening platforms, including governance, configuration, user administration, vendor management, platform roadmap planning, and budget oversight.
• Design, implement, and continuously improve the enterprise social listening program, including monitoring strategy, topic taxonomy, search queries, dashboards, alerting, quality assurance, and source coverage.
• Establish and maintain processes that transform social listening into actionable intelligence by identifying meaningful audience trends, emerging issues, misinformation, competitive activity, industry developments, partner activity, and timely opportunities.
• Produce recurring and event‑driven intelligence briefs that synthesize social signals into clear business insights and recommendations for Marketing, Public Affairs, Customer Service, Legal, Compliance, Risk, Privacy, Information Security, and executive leadership.
• Establish and maintain enterprise issue detection and triage processes, including issue classification, severity definitions, notification protocols, routing procedures, escalation criteria, and post‑event reviews.
• Lead social monitoring and intelligence activities during significant business events, emerging issues, or reputational incidents, ensuring relevant stakeholders receive timely, accurate information to support decision‑making.
• Partner with Social Operations to ensure governance requirements are incorporated into publishing workflows, quality controls, approval processes, and operational procedures while maintaining clear ownership boundaries.
• Monitor changes across social platforms, policies, privacy requirements, APIs, and emerging technologies, assessing business impact and updating governance standards and operating guidance accordingly.
• Develop and deliver governance training, onboarding materials, and ongoing education for employees, agencies, and partners responsible for enterprise social media activities.
• Conduct periodic governance reviews, access certifications, platform audits, and operational readiness assessments, documenting findings and tracking remediation efforts.
• Establish and report governance and intelligence performance metrics, including governance compliance, access health, issue detection effectiveness, alert quality, intelligence utilization, and operational readiness.
• Lead agency and vendor relationships supporting enterprise social governance, platform administration, listening, and intelligence capabilities.
• Support the company's commitment to risk management and protecting the integrity, availability, and confidentiality of systems and data.

Skills

Social media governance

Enterprise social listening

Cross-functional collaboration

Vendor management

Operational risk management

Strategic thinking

Education

Bachelor's degree in Marketing, Communications, Journalism, Business, Information Systems, or a related field

Tools

Meltwater

Sprout

Salesforce Marketing Cloud

Job description

Early Warning's Director of Social Media Governance & Intelligence leads enterprise governance, accounts, access, and listening platforms to support social programs across Zelle, Paze, and Certos. You will set standards, policies, and incident response to protect the brand while enabling scalable operations.

You will translate social signals into actionable intelligence for Marketing, Legal, Compliance, Risk, and executive leadership, partnering with Social Operations and embedded teams to