Director, Social Care.Job Description:The
Director, Social Care owns social listening, community management, and online reputation strategy across TAG's brands. This role sets the strategic direction for how we monitor, engage with, and respond to our communities across owned social, reviews, and community platforms, and leads the managers and associates who execute that work day to day. The Director partners closely with the content and paid media teams on brand voice and campaign strategy but does not oversee content creation or content creators; that scope sits with the brand social media teams.
This is a highly visible role that connects directly to brand reputation, patient and candidate experience, and enterprise risk. The Director will be the senior escalation point for emerging issues and crises surfaced through social and review channels, and a key voice in shaping how TAG shows up across its digital communities.
Position Responsibilities:Strategy & Enterprise Leadership- Own and evolve the enterprise-wide social care, community management, and social listening strategy across all TAG brands
- Set the standards and playbooks for response management, engagement, and complaint resolution across owned social and review properties (Facebook, Instagram, LinkedIn, TikTok, Reddit, YouTube, GMB, Yelp and others)
- Translate social listening and sentiment data into actionable recommendations for Marketing, HR, Operations, and brand leadership
- Define and own the crisis escalation protocol: identify, triage, and escalate emerging issues and crises to the appropriate executive stakeholders
- Partner with the brand Social Media teams to ensure consistency in brand voice and tone across content, paid, and care channels, without owning content creation or the content creator team
- Prepare FAQs and content tags for new campaigns/promos; train associates
- Provide feedback and optimization recommendations to media and brand teams based on comment themes and sentiment
Team Leadership- Lead, develop, and manage the managers and associates responsible for social communities and social engagement, including hiring, coaching, and performance management
- Facilitate training, onboarding, and ongoing development so the team is equipped with accurate, up-to-date response standards and playbooks
- Monitor team workload and channel coverage to ensure timely, consistent coverage of all owned channels and social listening
- Build a bench of future leaders within the team and create pathways for career growth
Operations & Reputation Management- Serve as the senior lead for customer and community interaction across negative and positive messages daily, setting the tone for how the team engages
- Lead initiatives to automate and scale positive review response, and continuously optimize processes for efficiency
- Act as the primary strategic owner of community management and social listening tools (e.g., Sprout, Birdeye) and evaluate new tools/platforms as needs evolve
- Manage vendor(s) responsible for off-hours and weekend coverage, provide QA, training and regular feedback (ModSquad)
- Partner with brand team on Reddit presence management and response through agency parter Online Optimism
- Liaise with Patient/Customer Satisfaction, Field HR/Leadership, Recruitment Marketing, PR/Communications, and Legal to resolve escalated complaints and reputation issues
Reporting & Analysis- Own reporting on community sentiment, response performance, and reputation trends, and present findings to senior leadership on a regular cadence
- Partner with Reporting & Analytics on data-driven insights to inform training, staffing, and process optimization
- Monitor non-brand digital properties and emerging platforms for trends and risks relevant to TAG's brands
Requirements- B.A. or B.S. in marketing, communications, or a related field
- 7+ years of experience in social media, community management, or digital reputation management, including 3+ years of direct people leadership
- Proven experience building and scaling a social listening and community management strategy across a multi-brand, multi-location, or franchise organization
- Deep working knowledge of community management and social listening tools (e.g., Sprout Social, Birdeye, Meltwater) and native platform analytics (Google Analytics, Meta Insights, LinkedIn)
- Experience owning or contributing to crisis escalation and issue management protocols
- Strong executive presence and communication skills, with experience partnering across HR, Field Operations, PR/Communications, and Legal
- Prior experience in a national or large regional multi-site retail, healthcare, or franchise organization strongly preferred
Annual Salary Range: $145,000-$165,000/year, with a generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match.
