Director, Social Media Community Management

Director, Social Media Community Management

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.

The Opportunity

As a dedicated Director, Social Media Community Management, you will lead the strategy, operations, and team responsible for USAA's social media community management, overseeing tools, processes, and resources that drive engagement, advocacy, and brand reputation. Establish and lead a social engagement center of excellence, enabling proactive, high-impact interactions that strengthen brand trust. Guide a team in developing and executing social media community strategies across stakeholders, aligning proactive and reactive communications, and monitoring real-time member sentiment and reputation risks.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position 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.

What you'll do:

• Leads a team of social media community managers, overseeing day-to-day operations while managing supporting technology platforms and vendor resources.
• Develops and executes strategies to expand the breadth and depth of positive engagement across social channels to strengthen USAA's brand reputation.
• Establishes and maintains association-wide standards and operating procedures to ensure consistent, brand-aligned engagement.
• Oversee the planning and execution of social media communications and programs, ensuring alignment with business objectives and brand voice.
• Defines and monitors key performance metrics, leveraging insights to drive continuous improvement and communicates outcomes to senior leadership.
• Partners with reputation management and cross-functional stakeholders to proactively identify, mitigate, and respond to emerging and viral risks in social channels.
• Monitors industry trends, tools, and innovations in social media, evaluating and recommending new capabilities to enhance engagement strategies.
• Builds and oversees a team of employees through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• 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.
• 8 years of progressive experience in communications or customer engagement, including 4 years in social media or community management.
• 3 years of direct team lead or management experience required.
• Deep understanding of digital and social media platforms, tools, and emerging technologies.
• Proven experience leading and influencing cross-functional stakeholders without direct authority to drive alignment and business outcomes.
• Strong business and financial acumen, with the ability to align strategies to business objectives and measure impact.

What sets you apart:

• Experience establishing a new team, designing new projects and establishing new processes.
• An ability to demonstrate tangible business value in social media efforts, including sentiment and reputation.
• US military experience through military service or a military spouse/domestic partner

Compensation range: The salary range for this position is: $127,310 - $243,340.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

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), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.