Director, Social Media Governance, Risk, & Intelligence

About the role

Early Warning powers and protects the U.S. financial system with cutting-edge solutions like Zelle®, Paze℠, and Certos. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses. This role owns the enterprise capabilities that enable Early Warning's social media programs to operate securely, consistently, and at scale across brands including Zelle®, Paze, and Certos. The Director translates social signals into actionable intelligence for Marketing, Public Affairs, Customer Service, Legal, Compliance, Risk, Privacy, Information Security, and business leaders.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model. Candidates must independently possess eligibility to work in the United States at the date of hire; this position is ineligible for employment Visa sponsorship.

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.

Requirements

• 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.

Preferred Qualifications

• Experience supporting brands within a multi-brand organization.
• Experience working in banking, payments, financial services, or another highly regulated industry.
• Experience with enterprise social management and listening platforms such as Meltwater, Sprout, Salesforce Marketing Cloud, or similar technologies.
• Experience implementing AI-assisted monitoring, intelligence workflows, or digital governance capabilities.
• Experience supporting reputation management, crisis monitoring, or enterprise issue response.
• Experience leading teams, agencies, and managed service providers.

Physical Requirements

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling, and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers. Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

Pay

The base pay scale for this position is:

• Phoenix, AZ / Chicago, IL / Washington, DC: $154,000 - $193,000 USD per year.
• New York, NY / San Francisco, CA: $186,000 - $232,000 USD per year.

Additionally, candidates are eligible for a discretionary incentive plan and benefits. Pay is subject to change and depends on factors considered at the time of job offer, including job scope, market rates, geographic location, candidate’s education, experience, training, and specialized skills or certification(s).

Benefits

• Competitive healthcare coverage including medical (PPO/HDHP), dental, and vision plans, plus company contributions to Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health, and dependent care expenses.
• 401(k) Retirement Plan with a 100% company safe harbor match on the first 6% deferral immediately upon eligibility.
• Paid Time Off including flexible time off for exempt (salaried) employees, generous PTO for non-exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.
• 12 weeks of Paid Parental Leave.
• Maven Family Planning support through your parenting journey, including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.