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About the Role

The Director, Social Media Governance & Intelligence owns the enterprise capabilities that enable Early Warning's social media programs to operate securely, consistently, and at scale across Early Warning brands. This role is responsible for the standards, controls, systems, and intelligence that support enterprise social media operations, translating social signals into actionable intelligence for various departments and leaders.

Responsibilities

Own the development, maintenance, and continuous improvement of enterprise social media governance standards, policies, playbooks, and operating guidance.
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.
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.
Partner with Social Operations to ensure governance requirements are incorporated into publishing workflows, quality controls, approval processes, and operational procedures.
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.
Conduct periodic governance reviews, access certifications, platform audits, and operational readiness assessments.
Establish and report governance and intelligence performance metrics.
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.
Must independently possess the eligibility to work in the United States at the date of hire.
Position is ineligible for employment Visa sponsorship.

Skills

Social Media Governance
Social Media Intelligence
Social Listening
Platform Administration
Access Control Management
Risk Management
Vendor Management
Agency Management
Cross-functional Collaboration
Communication
Project Management
Analytical Skills
Relationship Building

Location

Scottsdale
San Francisco
Chicago
New York

Work Type

Hybrid

Experience Level

Director
12+ years in social media, digital communications, or social operations
5+ years leading enterprise social media governance, social listening, digital operations, or comparable enterprise capabilities

Education Level

Bachelor's degree in Marketing, Communications, Journalism, Business, Information Systems, or a related field, or an equivalent combination of education and experience.

Salary/Compensations

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

Benefits

Discretionary incentive plan
Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans
Company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA)
401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral
Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees
11 paid company holidays
Paid volunteer day
12 weeks of Paid Parental Leave
Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

About the Company

Early Warning has powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze℠, and so much more.
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.

Equal Opportunity

Early Warning Services, LLC (“Early Warning”) considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws.
The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees.
Early Warning Services LLC is a proud participant in E-Verify, a federal program to help ensure a legal and authorized workforce.
As part of our hiring process, we electronically verify the employment eligibility of all new hires through E-Verify.