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Jive Jobs: IT Social Collaboration Community Manager @ Citi (USA)



Looking for a new community management challenge? How about this role with one of the leading financial institutions in the USA, and also a recent Jive award winnerCiti:

IT Social Collaboration Community Manager

Primary Location: United States
Education: Bachelor’s Degree
Job Function: Technology
Schedule: Full-time
Shift: Day Job
Employee Status: Regular
Travel Time: No
Job ID: 17033471

Description

• Manage and moderate internal social channels through a defined process in a timely manner
• Support taxonomy to govern information flow and moderation standards
• Develop new approaches to automate moderation and governance activities, working with technology
and other stakeholders (Legal, Compliance, Information Security)
• Regularly review Help Center processes and materials for accuracy
• Monitor and address question and answers across social, ensuring correct answers and reducing the
number of questions that have not been addressed
• Manage process for Flagging Content and the automated Profanity Filter
• Perform approvals for system-wide content review where no approvers have been defined yet within
a Space or Group
• Review new Groups created via self-service model for compliance and governance validation
• Moderate profiles, including profile photos, avatars, or other people information as needed
• Listen to the user community to look for feedback or trends and incorporate into overall community
management approach
• Create and manage moderation guidelines, FAQ’s, or any other determined training materials
• Report on key performance indicators for community moderation
• Monitor user sentiment, providing insights on actions to improve
• Address issues through escalation or other appropriate methods in conjunction with Production
Support team
• Interface with vendor (Jive) to provide platform feedback and manage open issues through to closure
in partnership with Production Support
• Align moderation strategy and activities with broader knowledge management initiatives
• Perform platform testing through SIT and UAT; Coordinate expanded UAT testing across global userbase
(including mobile testing)

Qualifications

• Bachelor’s degree in Marketing, Communications, Technology, or other related discipline preferred
• 3+ years of experience in a related field
• Experience managing a social community, preferably within a large enterprise in a regulated industry
• Experience working with legal, compliance, or information security issues relating to social
communications
• Working knowledge of social or moderation tools & technologies
• Hands-on, detail focused, and self-starter
• Ability to demonstrate customer service and satisfaction with excellent communication skills
• Ability to operate with a sense of urgency and prioritize work autonomously
• Knowledge of social media metrics and concepts (i.e. sentiment, monitoring)

Apply via the Citi careers site.

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