You’re not just managing communities—you’re architecting Vanguard’s next era of social sophistication. As Senior Manager, Community & Social Intelligence, you’ll elevate our social care and engagement strategy, expand Reddit operations, and lead the charge on insights-driven decision-making. This role blends community building, social listening, and command center leadership to deliver investor-centric experiences that protect trust and spark advocacy. You’ll work in a matrixed environment, partnering with Client Care, Operations, CX, Legal, Risk, and Marketing and Communications.
Responsibilities
- Shape the Future of Social Care: Redefine playbooks for proactive engagement, crisis response, and moderation across existing and emerging platforms.
- Command the Command Center: Oversee social listening and intelligence operations, turning real-time insights into actionable strategies.
- Elevate Community Strategy: Launch advocacy programs, AMAs, and educational threads that foster trust and loyalty.
- Drive Data-Driven Decisions: Monitor KPIs (CSAT, sentiment, response time) and deliver dashboards that inform executives and governance bodies.
- Innovate with Purpose: Introduce AI-assisted triage and predictive analytics to optimize care workflows.
- Governance & Risk Management: Mitigate risk by working collaboratively with Legal, Compliance, and Risk partners; conduct audits and ensure adherence to regulatory requirements.
- Matrix Leadership & People Development: Build a high-performing team culture by hiring, coaching, and inspiring crew members. Set clear expectations, provide feedback, and champion growth opportunities that elevate both individual and team performance.
- Continuous Improvement: Audit processes, lead global QA sessions, and champion best practices across regions.
Qualifications
- 6+ years in social media care, community management, or social intelligence leadership within regulated industries.
- Expertise in enterprise social platforms (e.g. Sprinklr or Khoros) and listening tools (e.g. Meltwater or Talkwalker).
- Strong crisis management, stakeholder engagement, and governance experience.
- Proven ability to lead through influence in a matrixed organization.
Requirements:
- Bachelor’s degree; advanced certifications in CX or social preferred.
- Availability for off-hours coverage during market events.
Special Factors
Sponsorship
Vanguard is not offering visa sponsorship for this position.
About Vanguard
At Vanguard, we don't just have a mission—we're on a mission.
To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.
How We Work
Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.
