Social Media Community Manager I
At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful. We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.
About the Role
As a dedicated Social Media Community Manager I, you will serve as a brand advocate for USAA across social platforms, leading and supporting complex, high-visibility member interactions that reinforce the association's reputation. Develop and execute both proactive and reactive social messaging, while recommending relevant, engaging content to support cross-functional teams. This position requires an individual to be in the office 4 days per week and can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL. Relocation assistance is not available for this position.
Responsibilities
- Manages high-visibility member engagement across reputation-impacting channels and determines appropriate response strategies for complex, non-complaint interactions.
- Collaborates with key stakeholders to support the development and implementation of best practices for the centralized team and the LOB social servicing teams, ensuring consistency with association standards and objectives.
- Creates and suggests relevant, creative and informative content for use in proactive and reactive social interactions.
- Monitors engagement performance using established metrics, summarizes key insights, and identifies opportunities to improve impact.
- Provides guidance to social servicing teams during high-profile situations, both positive and sensitive, to ensure consistent, empathetic communication that protects USAA's brand presence online.
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Requirements
- Bachelor's Degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
- 4 years of communications or customer engagement experience, including 2 years in social media or community management.
- Strong writing and editing skills, with the ability to communicate clearly and effectively.
- Proficient knowledge of social media platforms, tools, best practices, and trends.
- Demonstrated ability to manage multiple priorities in a fast-paced, real-time environment.
- Experience collaborating with cross-functional stakeholders to support consistent messaging and engagement practices.
Qualifications
- Experience in proactive brand storytelling for a large public-facing organization or company, demonstrating skills in supporting the group’s broader reputation goals.
- US military experience gained through military service or gained as a military spouse/domestic partner.
Pay
The salary range for this position is $77,120 - $147,390. USAA does not provide visa sponsorship for this role.
Benefits
At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include:
- Comprehensive medical, dental and vision plans
- 401(k) and pension
- Life insurance
- Parental benefits and adoption assistance
- Paid time off program with paid holidays plus 16 paid volunteer hours
- Various wellness programs
- Career path planning and continuing education to assist with professional goals