Social Media Associate, Community Manager

Chase is one of the most-followed financial brands, engaging millions across Facebook, Instagram, LinkedIn, X, and YouTube. Our Social Media team delivers best-in-class content that empowers people to take control of their financial futures. If you’re passionate about social media, trends and community building—join us.

As a Social Media Associate, Community Manager within the Chase Social Media team, you will support community engagement and brand monitoring across priority Chase channels and select Brand Partner channels. You’ll respond to audiences in a timely, on-brand voice, use social listening to surface trends and insights, and escalate emerging reputational risks. You’ll also liaise between reputational monitoring and channel strategists, helping to protect the firm, effectively monitor channels, and activate tactics like Surprise & Delights around strategic tentpole moments.

Job responsibilities

• Build engaging online communities and identify unbranded ways to show up—stay tapped into daily conversations and find smart, unbranded spaces where Chase can show up with helpful, natural engagement that builds trust.
• Support tentpoles, campaign moments, and partner activations with real-time engagement and smooth coordination—and stay close to planning, so the community POV is reflected early (likely questions, opportunities, and watchouts).
• Engage with audiences across Chase-owned and Brand Partner social channels by responding to comments, replies, and messages in a timely manner using a brand-safe, platform-appropriate voice.
• Partner with channel strategists to develop and deploy Surprise & Delights that build advocacy and deepen engagement around priority moments.
• Contribute to reporting, documentation, and continuous improvement of engagement playbooks and processes.
• Monitor social conversation for emerging themes, reputational risks, and engagement opportunities; share insights with internal teams and partners.

• Act as a liaison between the reputational monitoring team and channel strategists, ensuring emerging risks, conversation shifts, and channel strategies are communicated clearly and translated into actions (e.g., response guidance updates, content opportunities, engagement tactics).

• Escalate and/or respond to queries and comments through established guidance and workflows, partnering with appropriate internal teams when needed.
• Use social listening tools (e.g. Sprinklr) to track and analyze conversation—surfacing trends, audience preferences, and clear insights that inform engagement and content strategy for social, marketing, and communications partners; use analytics to inform engagement strategy and power content strategy across Chase social channels.
• Optimize engagement dashboards, ensuring systems, queries, and audience lists are optimized to deliver credible insights.
• Support vendor relationships, troubleshooting, and optimization of community management and social listening tools for best-in-class performance.

Required qualifications, capabilities, and skills:

• 3+ years in social community engagement, community management, social listening, or brand social operations.

• Strong writing/editing skills and sound judgment in high-visibility environments.
• Strong platform fluency across YouTube and major social platforms (Instagram/Meta, LinkedIn, TikTok, X), with a solid feel for community norms and what drives conversation; passionate about social media, trends, cultural moments, and building communities.
• Collaborative mindset, with experience working across teams (social, brand, communications, customer care, risk/legal/compliance, Talent partnerships) and with external partners when needed.
• Experience with social listening and reporting, using tools like Sprinklr (or similar) to spot trends, pull insights, and share insights and opportunities with partners.
• Strong ability to problem-solve and think critically and the ability to self-start and produce high-quality work
• Proactive by nature and comfortable working in a fast-paced environment with tight deadlines
• Excellent organizational skills with the ability to multitask and prioritize high volume, high priority initiatives
• Confidence to pitch fresh ideas within the team, think creatively, and identify and solve problems
• Team player with an enthusiastic attitude and entrepreneurial spirit. Eager to learn, have fun, contribute and make an impact

• Proficiency in Microsoft Office, e.g. Word, Excel and PowerPoint