Founding Social Escalations Program Lead

United States Digital Space LLC; Washington; Hybrid; USD 210,000 - 260,000; Full time

Benefits offered by this job

Equity donation matching

Generous vacation

Parental leave

Job summary

United States Digital Space LLC is seeking a Social Escalations Program Manager to launch and lead a new Community & Executive Escalations pillar. You will monitor public social conversations, triage issues, and own escalations end-to-end during coverage hours, delivering real-time reports and actionable recommendations.

You will build playbooks, SOPs, and tooling, and collaborate with executives, Comms, and product teams to mitigate reputational risk.

Qualifications

• 6+ years in social analytics or escalations management.
• Hands-on experience with social listening tools and API pipelines.
• Excellent judgment under pressure and ability to brief senior leaders concisely.
• Strong written communication and incident documentation skills.
• Real-time cross-functional coordination across teams.

Responsibilities

• Build playbooks, escalation criteria, tooling, and SOPs for social escalations.
• Monitor public social channels and triage escalations against criteria.
• Own social escalations end-to-end during coverage hours.
• Brief executives and coordinate with Comms, keeping incident channels current.
• Create real-time social reports to drive actionable recommendations.
• Write post-escalation reports detailing outcomes and learnings.
• Iterate on playbooks and templates based on live cases.

Skills

Social analytics

Escalations management

Customer support

Front-line operations

Social listening tools

Written communication

Stakeholder coordination

Pattern-detection mindset

Calm under pressure

Education

Bachelor’s degree

Tools

API pipelines

Job description

United States Digital Space LLC is seeking a Social Escalations Program Manager to launch and lead a new Community & Executive Escalations pillar. You will monitor public social conversations, triage issues, and own escalations end-to-end during coverage hours, delivering real-time reports and actionable recommendations.

You will build playbooks, SOPs, and tooling, and collaborate with executives, Comms, and product teams to mitigate reputational risk.