Version 2

    Enterprise Community
    Manager

    DESCRIPTION

    The Community Manager will manage the enterprise operations of user-generated content across Citi's social platform(s) to ensure effective and compliant use. T

    his individual will work directly with the enterprise social team, business and technology stakeholders, and all the legal, compliance, and information security teams, implementing an approach for all necessary requirements, while cultivating a strong community and knowledge base.

    RESPONSIBILITIES

    • Manage and moderate internal social channels through a defined process in a timely manner

    • Support taxonomy to govern information flow and moderation standards

    • Develop new approaches to automate moderation and governance activities, working with technology and other stakeholders (Legal, Compliance, Information Security)

    • Regularly review Help Center processes and materials for accuracy

    • Monitor and address question and answers across social, ensuring correct answers and reducing the number of questions that have not been addressed

    • Manage process for Flagging Content and the automated Profanity Filter

    • Perform approvals for system-wide content review where no approvers have been defined yet within a Space or Group

    • Review new Groups created via self-service model for compliance and governance validation

    • Moderate profiles, including profile photos, avatars, or other people information as needed

    • Listen to the user community to look for feedback or trends and incorporate into overall community management approach

    • Create and manage moderation guidelines, FAQ's, or any other determined training materials

    • Report on key performance indicators for community moderation

    • Monitor user sentiment, providing insights on actions to improve

    • Address issues through escalation or other appropriate methods in conjunction with Production Support team

    • Interface with vendor (Jive) to provide platform feedback and manage open issues through to closure  in partnership with Production Support

    • Align moderation strategy and activities with broader knowledge management initiatives

    • Perform platform testing through SIT and UAT; Coordinate expanded UAT testing across global user base (including mobile testing)

    QUALIFICATIONS

    • Bachelor's degree in Marketing, Communications, Technology, or other related discipline preferred

    • 3+ years of experience in a related field

    • Experience managing a social community, preferably within a large enterprise in a regulated industry

    • Experience working with legal, compliance, or information security issues relating to social communications

    • Working knowledge of social or moderation tools & technologies

    • Hands-on, detail focused, and self-starter

    • Ability to demonstrate customer service and satisfaction with excellent communication skills

    • Ability to operate with a sense of urgency and prioritize work autonomously

    • Knowledge of social media metrics and concepts (i.e. sentiment, monitoring)

    • Ability to quickly develop a organizational knowledge of a large global firm

    Hands-on experience with the Jive platform a must

     

    Location: Dallas, Tampa or Jacksonville

    This is a contractor position

    If you are interested or know someone who is, please reach out and we will put you in contact with our vendor team managing the recruiting proces.