Community Manager

Job Location

BOSTON GO & TECH CENTER

Job Description

Role Overview 

We are seeking an experienced Community Management leader to steward day-to-day consumer engagement for three large, iconic brands within our portfolio. This role sits within a centralized, inhouse team and plays a critical role in protecting brand reputation, building consumer trust, and strengthening loyalty through thoughtful, timely, and empathetic engagement. 

As the frontline voice of our brands, this role ensures consumers feel heard, supported, and valued across social platforms—while also translating community insights into actionable feedback for brand, marketing, and customer experience teams. 

 

Key Responsibilities 

Community Management & Engagement 

• Own and execute daily community management across:  

• Meta (Instagram, Facebook) 

• TikTok 

• YouTube 

• Reddit 

• Respond to consumer comments, questions, and concerns with speed, empathy, and a consistent brand voice 

• Balance authentic engagement with brand protection and platform best practices 

Consumer Experience & Issue Resolution 

• Identify, triage, and escalate sensitive, high-risk, or complex consumer issues 

• Partner closely with brand, PR, legal, regulatory, and customer care teams to resolve issues efficiently and appropriately 

• Support reputation management efforts during moments of heightened attention or crisis 

Cross-Functional Collaboration 

• Serve as a trusted partner to brand, social, media, and eCommerce teams 

• Align community responses with campaign messaging, launches, and promotional activity 

• Support social commerce and eRetail touchpoints where applicable (experience a plus) 

Insights & Continuous Improvement 

• Monitor community sentiment, recurring questions, and emerging themes 

• Surface insights and consumer feedback to inform:  

• Content strategy 

• Product innovation 

• CX improvements 

• Help evolve community guidelines, playbooks, and response frameworks across brands 

Job Qualifications

Required Experience & Skills 

• Bachelor's Degree in related field

• Proven, hands-on community management experience for consumer brands 

• Direct experience managing communities on Meta, TikTok, and YouTube 

• Exceptional written communication skills with strong command of brand voice 

• Demonstrated passion for consumer advocacy and experience 

• Comfort managing high visibility brands in fastmoving environme