BrandBastion
Project & Talent Manager - Social & Community
BrandBastionBrazil2 days ago
Full-timeRemote FriendlyOther
The Project Manager will own the day-to-day operational delivery of BrandBastion's global social care, product support, and community management program for a large enterprise client. This role is critical to ensuring high-quality, social-first execution across public and private channels, while coordinating closely with internal stakeholders, Customer Success, and distributed global teams.

The Project Manager acts as the operational backbone of complex, high-volume, and high-visibility social programs, ensuring consistency, risk mitigation, quality control, and scalable execution.

  • Program Ownership & Execution
  • Own the operational execution of a large-scale social care and community management program from ramp through steady-state delivery
  • Serve as the primary operational point of contact for internal teams and client stakeholders
  • Ensure alignment across public engagement, account-related support (e.g., billing, cancellations, retention), and product-related inquiries
  • Coordinate execution across multiple regions, time zones, and languages
  • Maintain close, ongoing communication with Customer Success and internal stakeholders
  • Provide visibility into operational performance, risks, and opportunities
  • Ensure delivery-team feedback is surfaced and addressed
  • Team Leadership
    • Recruit, hire, lead and support a cross-trained, global team of social-first agents
    • Oversee onboarding and enablement of new team members assigned to the program
    • Provide ongoing guidance, coaching, and escalation support to agents
    • Act as the first point of contact for operational questions, workflow clarification, and issue resolution
    • Foster a culture of accountability, quality, and continuous improvement
    • Risk Management:
      • Proactively identify and manage operational risks, including backlog growth, quality degradation, tone or compliance issues, and escalation triggers
      • Coordinate response during incidents, spikes, or sensitive brand moments
      • Maintain clear escalation paths internally and with client stakeholders
      • Monitor key risk indicators and implement contingency plans as needed
    • Quality Assurance:
      • Own quality assurance processes across all workstreams
      • Monitor response accuracy, tone of voice, brand alignment, and escalation handling
      • Conduct regular QA reviews and performance checks
      • Identify recurring issues and implement corrective actions
      • Ensure adherence to SLAs and quality standards
    • Change Management:
      • Manage changes to scope, workflows, or priorities as the program evolves
      • Communicate updates clearly to the delivery team
      • Identify opportunities to improve efficiency, reduce friction, and strengthen execution
    • Resource & Capacity Management:
      • Monitor staffing levels, workload distribution, and coverage patterns
      • Adjust resourcing to align with demand fluctuations and peak periods
      • Support planning for incremental capacity increases when required
    • Documentation and Reporting:
      • Maintain accurate operational documentation, including workflows, playbooks, and training materials
      • Deliver regular reporting on performance, volume trends, quality metrics, and risks
      • Support ad hoc reporting and insights as needed
    • Additional Responsibilities:
      • Support pilots, special initiatives, and process improvements
      • Collaborate with internal teams on tooling, workflows, and governance enhancements
      • Perform other duties as required to ensure program success

    Requirements

    Experience

    • 3+ years experience in social media operations, community management, social care, or digital customer support (agency or SaaS)
    • Demonstrated experience acting as a client-facing operational lead
    • Comfortable presenting performance updates, risks, and recommendations to client stakeholders
    • Strong written and verbal communication skills, particularly in high-pressure or sensitive situations
    • Proven experience managing large-scale, enterprise-level programs with high volume and high visibility
    • Experience leading and scaling global, distributed teams across multiple time zones
    • Hands-on experience with social platforms (Instagram, Facebook, TikTok, X, YouTube, etc.) and private messaging channels
    • Strong background in operational delivery, including QA, SLAs, escalation management, and risk mitigation
    • Experience working closely with Customer Success, Product, Account Managers and Operations teams

    Benefits

    • Compensation: Competitive compensation package based on market rates
    • Impact: Shape the future of social media management alongside industry veterans
    • Freedom: Remote-first culture with flexible work hours
    • Travel: Opportunity to travel for team meets or client visits
    • 4+ weeks of PTO
    • Learning: Personal development and mentorship opportunities
    Apply