Director, Social Media Governance, Risk, & Intelligence

About this role

At Early Warning, we’ve powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze℠, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Overall Purpose The Director, Social Media Governance & Intelligence owns the enterprise capabilities that enable Early Warning's social media programs to operate securely, consistently, and at scale across Early Warning brands, including Zelle®, Paze, and Certos. This role is responsible for the standards, controls, systems, and intelligence that support enterprise social media operations. Responsibilities include governance, account and access management, platform administration, social listening infrastructure, issue detection, intelligence reporting, and operational risk discipline.

The Director translates social signals into actionable intelligence for Marketing, Public Affairs, Customer Service, Legal, Compliance, Risk, Privacy, Information Security, and business leaders. By identifying emerging issues, audience needs, industry developments, and timely opportunities, this role enables faster, more informed decision-making across the organization. This position partners closely with Social Operations and embedded social teams. Embedded teams own business-area content planning, campaign execution, and brand reporting. Social Operations owns publishing readiness, cross-brand coordination, and measurement frameworks. This role owns the governance and intelligence capabilities that enable those teams to operate effectively while protecting the enterprise.

Essential Functions • Own the development, maintenance, and continuous improvement of enterprise social media governance standards, policies, playbooks, and operating guidance, including account governance, moderation principles, platform usage, third-party access, escalation requirements, and exception management.

• Own the enterprise inventory of official social media accounts, ensuring clear business ownership, administrative ownership, platform documentation, recovery information, agency relationships, and lifecycle management.

• Manage the enterprise access-control program for social media platforms, including provisioning, approvals, periodic access reviews, offboarding, emergency access, documentation, and audit readiness.

• Responsible for enterprise social media management and listening platforms, including governance, configuration, user administration, vendor management, platform roadmap planning, and budget oversight.

• Design, implement, and continuously improve the enterprise social listening program, including monitoring strategy, topic taxonomy, search queries, dashboards, alerting, quality assurance, and source coverage.

• Establish and maintain processes that transform social listening into actionable intelligence by identifying meaningful audience trends, emerging issues, misinformation, competitive activity, industry developments, partner activity, and timely opportunities.

• Produce recurring and event-driven intelligence briefs that synthesize social signals into clear business insights and recommendations for Marketing, Public Affairs, Customer Service, Legal, Compliance, Risk, Privacy, Information Security, and executive leadership.

• Establish and maintain enterprise issue detection and triage processes, including issue classification, severity definitions, notification protocols, routing procedures, escalation criteria, and post-event reviews.

• Lead social monitoring and intelligence activities during significant business events, emerging issues, or reputational incidents, ensuring relevant stakeholders receive timely, accurate information to support decision-making.

• Partner with Social Operations to ensure governance requirements are incorporated into publishing workflows, quality controls, approval processes, and operational procedures while maintaining clear ownership boundaries.

• Monitor changes across social platforms, policies, privacy requirements, APIs, and emerging technologies, assessing business impact and updating governance standards and operating guidance accordingly.

• Develop and deliver governance training, onboarding materials, and ongoing education for employees, agencies, and partners responsible for enterprise social media activities.

• Conduct periodic governance reviews, access certifications, platform audits, and operational readiness assessments, documenting findings and tracking remediation efforts.

• Establish and report governance and intelligence performance metrics, including governance compliance, access health, issue detection effectiveness, alert quality, intelligence utilization, and operational readiness.

• Lead agency and vendor relationships supporting enterprise social governance, platform administration, listening, and intelligence capabilities.

• Support the company's commitment to risk management and protecting the integrity, availability, and confidentiality of systems and data.

Minimum Qualifications • Bachelor's degree in Marketing, Communications, Journalism, Business, Information Systems, or a related field, or an equivalent combination of education and experience.

• Typically, 10 or more years of experience in social media, digital communications, or social operations.

• Typically, 5 or more years of experience leading enterprise social media governance, social listening, digital operations, or comparable enterprise capabilities.

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