Social Operations Manager

About the Role

People Inc. is seeking a highly organized, detail-oriented, and service-minded Social Operations Manager to join the Social Strategy and Operations team. This role will own and improve the operational systems, workflows, tools, access processes, and cross-functional support that enable our social editors to work efficiently across a large portfolio of brands. Reporting to the Sr. Director of Social Strategy, the Social Operations Manager will serve as a central operational partner to brand social teams, Sales, Paid Social, Security, IT, platform partners, vendors, and internal stakeholders.

This is an operations-focused role. It does not involve content creation, publishing social posts, setting social strategy, or running organic social campaigns.

This position is hybrid in-office, with the ability to work remotely for up to 2 days per week (New York, NY).

Responsibilities

• Serve as the primary operational liaison between internal stakeholders, social platforms, and vendors.
• Provide day-to-day technical and operational support across social platforms and tools, including troubleshooting access, reporting, distribution, and account issues.
• Monitor the team's Slack channel to quickly address and help solve any issues raised by stakeholders in real time.
• Create, manage, and track support tickets with social platforms and vendors, ensuring timely follow-through and clear stakeholder communication.
• Proactively communicate platform issues, updates, resolutions, and process changes clearly to impacted teams.
• Maintain strong working knowledge of social platform and social publishing tool capabilities, limitations, operational requirements, and account structures.
• Lead coordination of enterprise-wide social operational initiatives spanning multiple brands, social teams, platform partners, and third-party vendors.
• Handle setup, transfer, shutdown, and access management for accounts organization-wide, including establishing processes and workflows for integrating social media handles with new platform features, merging social media pages, and fixing content distribution problems.
• Manage onboarding and offboarding of new and departing employees.
• Partner with Security, IT, Legal, and relevant stakeholders to support access governance, account integrity, risk mitigation, and platform compliance.
• Help troubleshoot sponsored campaign setup, access, tagging, permissions, and platform execution issues.
• Document operational requirements, dependencies, and timelines for paid and sponsored social workstreams.
• Spearhead social vendor tool evaluations and contract renewals, collaborating across strategic sourcing, brands, social leadership, and finance.
• Evaluate social tools and vendors against business and editorial needs to ensure alignment with the best suite of tools.
• Manage vendor contracts, seats, and invoices.
• Maintain the People Inc. Social Resource Repository, ensuring documentation, process guides, training materials, and operational resources remain accurate and up-to-date.
• Proactively identify documentation gaps and coordinate with subject matter experts to refresh or create needed materials.
• Coordinate social platform and social publishing tool trainings, ensuring strong stakeholder participation and adoption.
• Assemble, present, and distribute recurring social operations updates, including platform news, process changes, and relevant operational guidance.
• Work with Business Insights, Data Operations, and Marketing teams on social analytics and reporting, including overseeing the build-out of key reports in Looker, QA’ing, and communicating to stakeholders as new data and reporting becomes available.
• Create and maintain key reports, compile data from various sources, and/or coordinate data collection across stakeholders.
• Maintain expertise and understanding of the full suite of social reporting tools, metric definitions, and data sources, including those from social platforms and third-party tools.
• Identify opportunities to improve workflows, reduce manual effort, and streamline recurring operational processes.
• Explore and implement automation and AI-enabled process improvements where appropriate.
• Project manage cross-functional operational initiatives, ensuring workstreams stay aligned, owners are clear, stakeholders are coordinated, and deadlines are met.
• Translate operational needs into clear project plans, timelines, dependencies, and communication plans.
• Track progress, surface risks, resolve blockers, and ensure operational priorities are executed efficiently across teams.

Requirements

• Bachelor's degree preferred/required in Marketing, Communications, Operations, Business, and/or equivalent experience.
• 3-5 years of experience in social operations, digital media operations, platform operations, project management, media, technology, or a related field.
• Strong operational judgment and ability to manage complex, cross-functional workflows with many stakeholders.
• Highly organized, detail-oriented, responsive, and comfortable managing multiple priorities at once.
• Strong technical problem-solving skills.
• Experience managing vendor relationships, contracts, renewals, invoices, seats, and stakeholder communications.
• Strong interpersonal and written communication skills, with a customer-service orientation.
• Ability to remain calm, clear, and solutions-oriented in time-sensitive or high-pressure situations.
• Comfort working with data, dashboards, reporting tools, and analytics workflows.
• Experience coordinating with Security, IT, Legal, Finance, Sales, Paid Social, and external platform partners preferred.
• Interest in workflow improvement, automation, AI-enabled processes, and scalable operational systems.

Approximate travel required: 5%

Pay

Salary range: $67,000.00 - $80,000.00 (New York). The pay range may vary based on factors including but not limited to work location, experience, and performance. This range is one component of People Inc's total compensation package for employees.

Benefits

• Unlimited paid time off (PTO).
• Adoption or surrogate assistance.
• Donation matching.
• Tuition reimbursement.
• Medical, dental, vision, and prescription drug coverage.
• Basic life insurance and accidental death & dismemberment.
• Supplemental life insurance and accident insurance.
• Commuter benefits.
• Short-term and long-term disability.
• Health savings and flexible spending accounts.
• Family care benefits.
• Generous 401K savings plan with a company match program.
• 10-12 paid holidays annually.
• Generous paid parental leave (birthing and non-birthing parents).
• Voluntary benefits such as pet insurance, accident, critical and hospital indemnity health insurance coverage, life, and disability insurance.