We Could Use Someone Like You in Our Crew.

We are seeking an experienced and passionate Social Media & Moderation Project Manager to lead client-facing projects across online communities, forums, and social platforms.This is not a traditional CS/PM hybrid role — we are looking for a true subject matter expert in social engagement, moderation operations, and community management. The ideal candidate will proactively guide clients, lead internal operations, and drive continuous improvement while maintaining a strategic, client-first mindset.
You will manage daily project operations and be a thought leader who elevates the client relationship by offering proactive insights, anticipating needs, and championing community health and safety initiatives. You will help define the future of social engagement support for leading brands.Key ResponsibilitiesProject Management and Operations

• Serve as the primary operational point of contact for assigned social media, community management, and moderation projects.
• Lead recruitment, onboarding, scheduling, and daily management of employees and contractors.
• Monitor compliance and provide real-time operational guidance to APMs, CMs, ACMs, Leads, and Mods.
• Assist with shift coverage, staffing forecasts, and operational scheduling based on engagement trends.
• Drive proactive operational planning and process documentation to maintain best-in-class service delivery.
• Escalate and propose solutions for high-level issues, project optimizations, and future planning needs.

Community Management and Moderation Oversight

• Own the execution of social media moderation and community engagement initiatives, ensuring every interaction aligns with the client’s brand voice, community standards, and engagement goals.
• Deliver operational insights that drive stronger, safer, and more vibrant communities — proactively identifying new opportunities to improve health, engagement, retention, and brand loyalty across platforms.
• Monitor community and platform trends in real time, escalating potential risks, brand reputation concerns, or engagement opportunities before they impact the client’s goals.
• Create, refine, and maintain detailed community management and moderation playbooks that guide best practices, escalation protocols, tone/voice execution, and evolving platform strategies.
• Lead energizing internal brainstorms and strategic sessions focused on enhancing the community experience — prioritizing innovation, audience growth, platform-specific engagement tactics, and proactive risk management, not just administrative maintenance.
• Champion community-first thinking across the project team, embedding community health, trust & safety, and meaningful engagement strategies into day-to-day operations.

Quality Assurance and Performance Management

• Conduct regular QA reviews, productivity checks, and shadowing sessions.
• Deliver coaching and actionable feedback to employees and contractors.
• Track team and project performance against KPIs, SLAs, and client expectations.
• Conduct team meetings and 1:1s focused on operational excellence, trends, and continuous improvement.

Client Relationship and Strategic Communication

• Build and foster strong client relationships through regular reporting, meetings, and insights delivery.
• Support QBR (Quarterly Business Review) preparations and strategic planning discussions.
• Represent client priorities internally to ensure alignment between project execution and client goals.
• Lead proactive discussions around industry trends, evolving needs, and service expansion opportunities.

Team Leadership and Development

• Mentor and coach APMs, CMs, ACMs, Leads, and Moderators to ensure quality and accountability.
• Drive positive team culture, employee engagement, and career development conversations.
• Manage critical dialogues, conflict resolution, and performance interventions as needed.
• Lead the onboarding and offboarding of project staff.

Qualifications

• 3-5 years of experience managing social media, community management, or moderation projects.
• Proven experience leading remote teams (employees and contractors) in a client-facing role.
• Strong expertise across social platforms (Facebook, Instagram, Twitter/X, TikTok, Reddit, Discord, forums).
• Deep understanding of brand voice, community building, moderation strategies, and platform-specific needs.
• Experience managing QA processes, KPI/SLA deliverables, and performance improvement plans.
• Exceptional client-facing communication skills; experience leading strategic discussions and reporting.
• Highly organized with strong project documentation, operational planning, and multitasking skills.
• Ability to balance strategic leadership with hands-on operational management.
• Familiarity with tools like Zendesk, Khoros, Sprinklr, Asana, Trello, or equivalent project management/community platforms is a plus.
• Knowledge of Trust & Safety practices and escalation protocols is preferred.

Desired Attributes

• Proactive leadership style: anticipates needs, drives improvements, and owns outcomes.
• Passionate about online communities and digital culture; thrives in dynamic, fast-paced environments.
• Empathetic communicator: able to foster trust and collaboration across diverse teams.
• Solution-oriented thinker: focused on proactive problem-solving and client success.
• Detail-obsessed and quality-driven: committed to operational and service excellence.

Reporting Structure

• Reports to: Senior Account Manager
• Works closely with: Account Management, Workforce Management, Quality Assurance, Recruiting, and Community Management teams

Why This Role Matters
As digital engagement continues to evolve, so must we. This role is critical to delivering world-class social media moderation and community management services for our clients. We’re not looking for someone to follow a script — we’re looking for someone to set the bar higher, lead strategically, and shape the future of client partnerships across major brands.

ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.