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Vanguard · 1 day ago

Senior Manager, Community & Social Intelligence

Malvern, PA

Full-time

Hybrid

Senior Level

6+ years exp

Vanguard is on a mission to enhance the long-term financial wellbeing of its clients. As the Senior Manager, Community & Social Intelligence, you will architect the social care and engagement strategy while leading insights-driven decision-making to foster investor-centric experiences.

FinanceFinancial Services

No H1B

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

Qualification

Social media careCommunity managementSocial intelligence leadershipCrisis managementStakeholder engagementGovernance experienceEnterprise social platformsListening toolsMatrix leadershipPeople developmentData-driven decision makingAdvanced certifications in CX

Required

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

Bachelor's degree; advanced certifications in CX or social preferred

Availability for off-hours coverage during market events

Company

Vanguard

Glassdoor3.7

Check is a client-owned investment company that offers low-cost mutual funds, ETFs, advice, and related services.

Founded in 1975

Kelayres, Pennsylvania, USA

10001+ employees

http://investor.vanguard.com/corporate-portal

Funding

Current Stage

Late Stage

Total Funding

unknown

Key Investors

ic@3401

2017-03-31Non Equity Assistance

Leadership Team

Salim Ramji

Chief Executive Officer

Andrew Maack

Principal, Head of US Equity Index Portfolio Management

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Company data provided by crunchbase