JOB DESCRIPTION:The OpportunityThis position works out of our Willis Tower offices or Abbott Park, IL locations within the PA Public Affairs division.
The Community Manager is responsible for monitoring, engaging, and analyzing conversations across Abbott's digital ecosystem-including corporate social media channels, CRM, and emails-to strengthen and protect the company's reputation while delivering customer-first, meaningful brand experiences. This role actively responds to comments, questions and concerns on all Corporate owned social and digital channels and proactively engages and establishes relationships with community members on existing and new channels.
The Community Manager will work cross-functionally with Abbott's businesses and corporate teams to triage issues presented by consumers on social media, email and web platforms. They will ensure comments and questions are responded to quickly, accurately and in the right brand voice. Additionally, this person will be responsible for identifying and socializing emerging themes/topics and establishing community culture and tone.
The Community Management Specialist must be a strong writer - able to quickly turn around responses to comments and questions - with excellent verbal and written communications skills. They should have a passion for social media and customer service as they will help to foster dialog and communicate on behalf of Abbott's brand. They will have strong creative writing skills, superior judgment, detail-oriented, organized, and capable of handling multiple projects at once.
This role is part of the Content team, a group within Abbott's global marketing and external affairs team. The ideal candidate is one with a high proficiency in digital and social media, and customer service. Prior experience in public relations, marketing communications, and/or social media management preferred.
The ideal candidate balances strategic thinking with rapid execution-using strong judgment, data, and communication skills to build trust and deliver high-quality engagement at scale.
What You'll Work On:- Manage day-to-day community engagement across corporate social platforms, CRM, and email ensuring timely, accurate, and brand-appropriate responses.
- Oversee day-to-day community management on social - foster dialog, answer questions or comments, escalate and resolve issues, and advise on potential opportunities, ensuring brand compliance, quality assurance and timely response as needed
- Monitor conversations using listening tools (e.g., Sprinklr) to track sentiment, emerging topics, and potential risks.
- Surface relevant themes and actionable signals to inform engagement and immediate decision-making.
- Detect sensitive or high-risk issues and execute escalation protocols in partnership with Legal, Public Affairs, and Customer Care
- Track, analyze, and report on engagement, sentiment, response time, and recurring themes; deliver clear, concise summaries for internal stakeholders
- Manage and optimize listening dashboards, workflows, and reporting cadences to drive efficiency and consistency
- Stay on top of trends and identify user-generated and media stories the community would find interesting
- Lead internal forums to share learnings, trends, and community management standards across Abbott
- Serve as the day-to-day point of contact for community management agency partners, providing guidance, training, and quality oversight.
- Partner across teams and stay current on platform updates and digital trends to continuously improve engagement strategies
Required Qualifications:- Bachelor's degree in communications, Marketing, Public Relations, Journalism, or related field, with 2-5 years of relevant experience
- Experience with social listening and engagement tools (e.g., Sprinklr or similar platforms)
- Strong understanding of social platforms, community dynamics, and digital trends
- Excellent communication and analytical skills, with ability to translate data into actionable insights
- Sound judgment, high attention to detail, and ability to manage multiple priorities in a fast-paced environment
- Highly collaborative, with a passion for digital engagement and flexibility to support periodic weekend monitoring
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com
The base pay for this position is $61,300.00 - $122,700.00
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:Communications
DIVISION:PA Public Affairs
LOCATION:United States > Chicago : Willis Tower Building 233 S Wacker Dr.
ADDITIONAL LOCATIONS:WORK SHIFT:Standard
TRAVEL:Yes, 5 % of the Time
MEDICAL SURVEILLANCE:No
SIGNIFICANT WORK ACTIVITIES:Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)
