Social Media Community Management Specialist

About the Role

Key Responsibilities

• Monitor and respond to comments and questions across all Children's Hospital Colorado-owned digital channels in a timely manner.
• Help internal teams understand key audiences and improve campaign strategy through social listening and analysis of conversations around the industry, brand, and relevant topics.
• Engage in dialogues and answer questions on social media, advocating for the hospital and expanding community and influencer outreach efforts beyond owned channels.
• Monitor, track, and report on feedback and online reviews, providing reports to internal teams such as Patient Relations and Marketing Strategy.
• Proactively encourage new online reviews and respond appropriately, escalating issues using monitoring tools and following up to ensure proper handling.
• Manage online business listings to ensure search results reflect accurate location information across search engines.
• Research and monitor social media channels, emerging platforms, competitors, industry trends, events, and influencers for engagement opportunities.
• Capture and share positive online reviews with internal teams and document systems and processes, educating marketing team members on updates.

Requirements

• Bachelor's degree in journalism, marketing, communications, or a related field.
• Three years of professional experience in social media or digital customer service.
• Ability to work outside of normal business hours for social media monitoring.
• Strong knowledge of AP Style and copy editing.
• Ability to write using brand voice and tone with keen attention to detail.
• Proficiency with social media publishing and reporting tools, including project management systems.
• Strong problem-solving skills and experience working with internal stakeholders on crisis communication.
• Highly organized, dependable, and able to multitask and meet deadlines under pressure.
• Excellent verbal, interpersonal, and written communication skills.
• Fluent in both English and Spanish (strongly preferred).

Nice to Have

• Experience in crisis communication and media relations.
• Knowledge of social media platforms, emerging channels, and industry trends.
• Experience with social listening tools and online reputation management.

Qualifications

• Bachelor's degree in journalism, marketing, communications, or a related field.
• Three years of relevant professional experience.

Benefits & Perks

• Competitive pay and benefits package including base pay, incentives, paid time off, medical/dental/vision insurance.
• Company-provided life and disability insurance, paid parental leave.
• 403b employer match (retirement savings), wellness programs, professional development tools, and education benefits.
• Annual employee bonus program based on organizational performance.
• Annual base pay increases based on performance.