Director, Social Media Governance, Risk, & Intelligence

Job description

At Early Warning, we’ve 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. Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment. Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship. Overall Purpose 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, including Zelle®, Paze, and Certos. This role is responsible for the standards, controls, systems, and intelligence that support enterprise social media operations. Responsibilities include governance, account and access management, platform administration, social listening infrastructure, issue detection, intelligence reporting, and operational risk discipline. The Director translates social signals into actionable intelligence for Marketing, Public Affairs, Customer Service, Legal, Compliance, Risk, Privacy, Information Security, and business leaders. By identifying emerging issues, audience needs, industry developments, and timely opportunities, this role enables faster, more informed decision-making across the organization. This position partners closely with Social Operations and embedded social teams. Embedded teams own business-area content planning, campaign execution, and brand reporting. Social Operations owns publishing readiness, cross-brand coordination, and measurement frameworks. This role owns the governance and intelligence capabilities that enable those teams to operate effectively while protecting the enterprise. Essential Functions Own the development, maintenance, and continuous improvement of enterprise social media governance standards, policies, playbooks, and operating guidance, including account governance, moderation principles, platform usage, third-party access, escalation requirements, and exception management. 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 for Marketing, Public Affairs, Customer Service, Legal, Compliance, Risk, Privacy, Information Security, and executive leadership. 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, ensuring relevant stakeholders receive timely, accurate information to support decision-making. Partner with Social Operations to ensure governance requirements are incorporated into publishing workflows, quality controls, approval processes, and operational procedures while maintaining clear ownership boundaries. 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 responsible for enterprise social media activities. Conduct periodic governance reviews, access certifications, platform audits, and operational readiness assessments, documenting findings and tracking remediation efforts. Establish and report governance and intelligence performance metrics, including governance compliance, access health, issue detection effectiveness, alert quality, intelligence utilization, and operational readiness. 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. Minimum Qualifications 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. Preferred Qualifications Experience supporting brands within a multi-brand organization. Experience working in banking, payments, financial services, or another highly regulated industry. Experience with enterprise social management and listening platforms such as Meltwater, Sprout, Salesforce Marketing Cloud, or similar technologies. Experience implementing AI-assisted monitoring, intelligence workflows, or digital governance capabilities. Experience supporting reputation management, crisis monitoring, or enterprise issue response. Experience leading teams, agencies, and managed service providers. Physical Requirements Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling, and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers. Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation. Candidates responding to this posting must independently possess the eligibility to work in the United States at the date of hire. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor. The base pay scale for this position in: 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. Additionally, candidates are eligible for a discretionary incentive plan and benefits. This pay scale is subject to change and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific candidate, which is always dependent on legitimate factors considered at the time of job offer. Early Warning Services takes into consideration a variety of factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate’s education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers). The business actively supports and reviews wage equity to ensure that pay decisions are not based on gender, race, national origin, or any other protected classes. Some of the Ways We Prioritize Your Health and Happiness Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses. 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility. Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a 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. And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest. Our team can share more during the interview process! 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. For more information on your rights and responsibilities under E-Verify please visit Home | E-Verify .