Social Operations Manager

Job Title

Job Description

About The Position

People Inc. is seeking a highly organized, detail-oriented, and service-minded Social Operations Manager to join the Social Strategy and Operations team. This role will own and improve the operational systems, workflows, tools, access processes, and cross-functional support that enable our social editors to work efficiently across a large portfolio of brands.

Reporting to the Sr. Director of Social Strategy, the Social Operations Manager will serve as a central operational partner to brand social teams, Sales, Paid Social, Security, IT, platform partners, vendors, and internal stakeholders. This person will manage day-to-day social operations, troubleshoot platform and tooling issues, oversee account and permissions processes, support employee onboarding and offboarding, and help ensure teams have the systems, documentation, and support needed to execute effectively.

This is an operations-focused role. It does not involve content creation, publishing social posts, setting social strategy, or running organic social campaigns.

Hybrid 3x a week- (New York, NY) In-office Expectations: This position is hybrid in-office, with the ability to work remotely for up to 2 days per week

About The Positions Contributions:

Operational Support & Coordination:

• Serve as the primary operational liaison between internal stakeholders, social platforms, and vendors.

• Provide day-to-day technical and operational support across social platforms and tools, including troubleshooting access, reporting, distribution, and account issues.

• Ongoing monitoring of the team's Slack channel to quickly address and help solve any issues raised by stakeholders in real time.

• Create, manage, and track support tickets with social platforms and vendors, ensuring timely follow-through and clear stakeholder communication.

• Proactively communicate platform issues, updates, resolutions, and process changes clearly to impacted teams.

• Maintain strong working knowledge of social platform and social publishing tool capabilities, limitations, operational requirements, and account structures.

• Lead coordination of enterprise-wide social operational initiatives spanning multiple brands, social teams, platform partners, and third-party vendors, ensuring complex, cross-functional work is planned, executed, communicated, and completed consistently at scale.

Account Management, Access, and Governance:

• Handle setup, transfer, shutdown, and access management for accounts organization-wide. This involves establishing processes and workflows for integrating social media handles with new platform features, merging social media pages, and fixing content distribution problems.

• Onboarding and offboarding of new and departing employees.

• Partner with Security, IT, Legal, and relevant stakeholders to support access governance, account integrity, risk mitigation, and platform compliance.

Sales and Paid Social Operational Support

• Help troubleshoot sponsored campaign setup, access,, tagging, permissions, and platform execution issues.

• Document operational requirements, dependencies, and timelines for paid and sponsored social workstreams.

Social Tool Contracts & Renewals:

• Spearhead social vendor tool evaluations and contract renewals. Collaborate and coordinate across strategic sourcing, brands, social leadership and finance.  

• Evaluate social tools and vendors against business and editorial needs, and ensure People Inc. is aligned with the best suite of tools to meet our business needs. 

• Manage vendor contracts, seats, and invoices.

Social Resources & Documentation:

• Maintain the People Inc. Social Resource Repository and ensure documentation, process guides, training materials, and operational resources remain accurate and up-to-date.

• Proactively identify documentation gaps and coordinate with subject matter experts to refresh or create needed materials.

• Coordinate social platform and social publishing tool trainings, ensuring strong stakeholder participation and adoption.

• Assemble, present and distribute recurring social operations updates, including platform news, process changes, and relevant operational guidance.

Data and Reporting:

• Work with Business Insights, Data Operations and Marketing teams on social analytics and reporting, including overseeing the build out of key reports in Looker, QA’ing, and communicating to stakeholders as new data and reporting becomes available. 

• Create and maintain key reports, compile data from various sources and/or coordinate data collection across stakeholders. 

• Maintain expertise and understanding of the full suite of social reporting tools, metric definitions and data sources including those from the social platforms and our third party social tools.

Workflow Improvement and Cross-Functional Project Management:

• Identify opportunities to improve workflows, reduce manual effort, and streamline recurring operational processes.

• Explore and implement automation and AI-enabled process improvements where appropriate.

• Project manage cross-functional operational initiatives, ensuring workstreams stay aligned, owners are clear, stakeholders are coordinated, and deadlines are met.

• Translate operational needs into clear project plans, timelines, dependencies, and communication plans.

• Track progress, surface risks, resolve blockers, and ensure operational priorities are executed efficiently across teams.

The Role’s Minimum Qualifications and Job Requirements:

Education: Bachelor's degree preferred/required in Marketing, Communications, Operations, Business, and/or equivalent experience.

Experience:

• 3-5 years of experience in social operations, digital media operations, platform operations, project management, media, technology, or a related field.

• Strong operational judgment and ability to manage complex, cross-functional workflows with many stakeholders.

• Highly organized, detail-oriented, responsive, and comfortable managing multiple priorities at once.

• Strong technical problem-solving skills.

• Experience managing vendor relationships, contracts, renewals, invoices, seats, and stakeholder communications.

• Strong interpersonal and written communication skills, with a customer-service orientation.

• Ability to remain calm, clear, and solutions-oriented in time-sensitive or high-pressure situations.

• Comfort working with data, dashboards, reporting tools, and analytics workflows.

• Experience coordinating with Security, IT, Legal, Finance, Sales, Paid Social, and external platform partners preferred.

• Interest in workflow improvement, automation, AI-enabled processes, and scalable operational systems.

% Travel Required (Approximate): 5%

It is the policy of People Inc. to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the Company will provide reasonable accommodations for qualified individuals with disabilities. Accommodation requests can be made by emailing [email protected].

The Company participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: https://www.e-verify.gov/employees

Pay Range

The pay range above represents the anticipated low and high end of the pay range for this position and may change in the future. Actual pay may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of People Inc's total compensation package for employees. Other compensation may include annual bonuses, and short- and long-term incentives. In addition, People Inc. provides to employees (and their eligible family members) a variety of benefits, including medical, dental, vision, prescription drug coverage, unlimited paid time off (PTO), adoption or surrogate assistance, donation matching, tuition reimbursement, basic life insurance, basic accidental death & dismemberment, supplemental life insurance, supplemental accident insurance, commuter benefits, short term and long term disability, health savings and flexible spending accounts, family care benefits, a generous 401K savings plan with a company match program, 10-12 paid holidays annually, and generous paid parental leave (birthing and non-birthing parents), all of which may vary depending on the specific nature of your employment with People Inc. and your work location. We also offer voluntary benefits such as pet insurance, accident, critical and hospital indemnity health insurance coverage, life and disability insurance.