Senior Specialist, Social Media Community Manager

Duties and Responsibilities

• Lead community engagement across priority social channels and brand touchpoints.
• Develop and enforce response guidelines, moderation standards, and escalation processes.
• Partner with customer care and PR teams on issue triage, sensitive responses, and incident management.
• Monitor conversation trends, sentiment, and community feedback to identify insights and risks.
• Build community playbooks for proactive engagement around campaigns, launches, and key moments.
• Collaborate with content and social teams to align community voice with editorial plans.
• Track and report engagement, response-time, sentiment, and resolution metrics.
• Identify opportunities to increase advocacy, retention, and positive community participation.
• Support social listening workflows and inform cross-functional teams with audience insights.

Minimum Qualifications

• 5+ years of experience in social community management or digital engagement roles.
• Proven ability to manage high-volume interactions while maintaining brand voice.
• Experience handling escalations and coordinating cross-functional issue response.
• Strong writing skills and sound judgment in public-facing communications.
• Data fluency with social/community metrics and reporting.
• Excellent organization and ability to manage multiple priorities under deadlines.
• Experience using social platforms and programs, and project management tools.

Preferred Skills

• Experience in regulated or high-trust industries with elevated customer sensitivity.
• Familiarity with social care and community management tools.
• Experience in an agency environment or on a cross functional marketing team.
• Experience supporting crisis response and reputation management workflows.
• Understanding of customer lifecycle and retention strategy.

Working Conditions

Our office follows a 4 days onsite and 1-day remote schedule. In the event a position is commission-based, compensation is solely based on the individual’s sales volume. This applies only to commission roles.

Los Angeles Applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Philadelphia Applicants: Background checks will be conducted during the employment process. Any information will be reviewed through an individualized assessment in accordance with the Philadelphia Fair Criminal Record Screening Standards Ordinance.

ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued.