About

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

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.

• Proactively guide clients, lead internal operations, and drive continuous improvement while maintaining a strategic, client-first mindset.
• Manage daily project operations and elevate the client relationship by offering proactive insights, anticipating needs, and championing community health and safety initiatives.
• Help define the future of social engagement support for leading brands.

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.

Requirements

• 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.
• 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.
• Monitor community and platform trends in real time, escalating potential risks, brand reputation concerns, or engagement opportunities.
• Create, refine, and maintain detailed community management and moderation playbooks.
• Lead energizing internal brainstorms and strategic sessions focused on enhancing the community experience.
• Champion community-first thinking across the project team.
• 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.
• 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.
• 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.

Benefits

• Competitive benefits.
• Most positions are remote.

Company Description

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.

At ModSquad, we’ve been changing the customer experience game since 2007. Great people are at the center of everything we do, and we’re always looking for talented people to join our team.