About Our Team / Why You Should Apply
Are you a visionary leader with a strategic mindset and a passion for social media-driven customer engagement? We’re seeking a Social Media Care Manager to oversee and empower a team of social media specialists within Compassion’s Contact Center. In this role, you will shape the direction of our service approach, drive innovation, and foster meaningful interactions between Compassion and its supporters.
The Social Media team in Supporter Care is responsible for front-line servicing of Compassion’s public-facing social media. The Social Media Care Manager will collaborate with Supporter Care Leadership to ensure social media strategies align with overall supporter experience goals, escalate trends/concerns to senior leadership (including security-based escalations related to child protection), and will collaborate with Compassion’s Marketing and Corporate Communications teams to ensure positive and consistent brand experience and engagement.
As the Social Media Care Manager, you will take ownership of daily operations while developing long-term strategies to enhance digital engagement. Your role goes beyond supervision – you will craft a vision, refine processes, and ensure a high-performing team who strengthens relationships between Compassion, its supporters and the public.
Working within the Contact Center, your focus will be on service-driven social media interactions, leading a proactive and reactive support strategy aligning with Compassion’s mission. You will explore new ways to increase engagement, build trust, and educate sponsors through digital platforms. Main tasks include responding to customer service inquiries, concerns and comments as well as listening for engagement opportunities where Compassion’s brand is mentioned. Most commonly, this team engages with supporter posts, answers inquiries for field assistance, provides general Compassion knowledge related to financial integrity, event information, etc. while maintaining relationships with our highly engaged supporters.
Key responsibilities include:
Lead, manage, and develop a team of Social Media Service Associates within the Contact Center.
Craft and implement a strategic vision for how social media enhances sponsor engagement and strengthens relationships.
Oversee hiring, training, performance management, and workflow optimization to ensure alignment with department goals.
Monitor social media interactions, ensuring timely, compassionate, and impactful engagement with supporters.
Identify trends and lead the production of regular social media reporting providing results, insights and recommendations.
Collaborate cross-functionally to integrate social media service into broader marketing and operational strategies.
Research and execute innovative approaches to social media-based sponsor education and support.
Important Note: This is not a content creation or marketing role. We are looking for a strategic leader who can drive vision, shape direction and elevate social media engagement through leadership and innovation.
The preferred candidate will live in proximity to Compassion's Global Ministry Center in Colorado Springs.
What will you do?
Maintain a personal relationship with Jesus Christ. Be a consistent witness for Jesus Christ, maintaining a courteous, Christ-like attitude in dealing with people within and outside of Compassion, and faithfully uphold Compassion’s ministry in prayer.
Act as an advocate to raise awareness of the needs of children. Understand Christ’s mandate to protect children. Commit to and prioritize child protection considerations in all decision-making, tasks and activities across the ministry. Abide by all behavioral expectations in Compassion’s Statement of Commitment to Child Protection and Code of Conduct. Report any concerns of abuse, neglect or exploitation of children through Compassion’s internal reporting process and appropriately support responses to incidents if they occur.
Uphold and engage in Compassion’s core Cultural Behaviors.
Provide leadership and development to direct reports. Work with staff to foster an environment of professional growth, in alignment with compassion’s strategies and objectives. Consult with peer management and senior leaders to successfully align departmental resources and priorities across Compassion.
Work in conjunction with the Digital Experience Social Media team to provide proactive and reactive customer service to supporters via social media forums.
Monitor key social media channels for opportunities to serve constituents and educate readers about the goals and environment of Christian child development.
Research innovative solutions for social media customer support and education and make recommendations to Supporter Care leadership.
Contribute to or prepare and administer the annual budget and departmental expenses, ensuring accountability for on-time completion of deliverables based on department objectives, SLAs, and other Compassion standards, ensuring compliance with regulatory and board policies.
Select, manage and develop assigned staff, establishing goals and objectives, coaching and managing performance, including discipline, motivation, and annual reviews; supports continuous learning and development that enhances individual performance and organizational capability.
Receive and/or respond to contacts, verbally and/or in written form (as applicable) from sponsors, fielding questions regarding numerous areas related to Compassion, sponsor accounts, country/child information, general information, and/or other ministry related information.
Communicate in a way that reflects and supports Compassion’s mission, values, vision and strategy. Responsible for achieving individual performance and contributing to overall service targets.
Actively seek to further understanding and forge partnerships with other functional leaders and teams across the ministry to develop opportunities for greater partnership, efficiencies, and to ensure operational excellence of managed team. Ensure understanding of all divisional processes and how his/her supervised team integrates into those processes both on a personal level and for subordinates.
Serve as a subject matter expert on current trends and best practices relative to own discipline and actively provide education and development opportunities for subordinates as needed. Forge partnership and collaboration opportunities among leaders in similar industries and develops a network of information sources and contacts.
Provide high-level expertise and leadership to the development of ongoing process and technological improvements to improve throughput, improve quality, and decrease cost of the assigned function. Provide leadership and oversight to the development and implementation of new technologies and upgrades, as well as needed training across the team and/or the organization, to ensure the most efficient and effective outcomes for the function and the division.
Represent the division and/or the specific supervised team/function on various cross-functional leadership or strategic teams. Forge partnerships with other leaders and executives to ensure that own function serves the greater needs and objectives of the division and the organization.
What do you bring?
Bachelor’s Degree in related field.
Strong presentation skills.
5+ years of experience managing/leading within a customer service environment, particularly one involving social media as well as written communication.
Strong technology fluency as well as familiarity and comfortability with social media platforms.
Data analytics and forecasting skills.
Experience in cross-functionally supporting, and creating, a digital customer experience.
Non-profit experience a plus.
A learner’s mindset - the ability to learn quickly, and a desire for continued learning through proactive research.
Why work here?
The mission: Join a team that is motivated to release children from poverty in Jesus’ name.
Our benefits: Receive generous paid time off, 10% contribution to a 403(b) retirement fund, excellent healthcare coverage, and more.
Spiritual growth: Participate in regular chapel services, prayer groups, and department devotionals
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