Director, Social Engagement – Community Management

The Cigna Group

. Develop, evolve, and own the enterprise community management and social engagement strategy .

Posted 10/1/2026full-timeUnited StatesLead💰 $147,300 - $245,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and executing community management and social engagement strategies, with a strong focus on governance frameworks, crisis response, and stakeholder communication. Proven ability to lead teams, manage vendor relationships, and translate community insights into actionable business strategies.

Highest-signal resume keywords

Community ManagementSocial Engagement StrategyCrisis Response LeadershipGovernance Framework DevelopmentTeam Leadership and Coaching

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Social Media ManagementDigital EngagementCommunity Measurement FrameworksAnalytical SkillsOperational DisciplineCrisis ManagementGovernance PoliciesQuality AssuranceCustomer CareEngagement Program Development

Soft Skills

Excellent Communication SkillsTeam LeadershipCoaching and Talent DevelopmentCollaborative MindsetAgile Culture Advocacy

Tools & Technologies

Analytics PlatformsEngagement PlatformsModeration ToolsSocial Listening ToolsCommunity Management Software

Industry Keywords

MarketingPublic RelationsHealthcareInsuranceFinancial ServicesPharmaceuticalRegulated IndustriesBrand StorytellingInfluencer MarketingSocial Intelligence

About the role

Key responsibilities & impact

Develop, evolve, and own the enterprise community management and social engagement strategy
Build and maintain a multi-year engagement model and roadmap identifying audiences and channels
Define the operating model connecting community, brand storytelling, influencer marketing, and social intelligence
Establish annual and quarterly plans supporting enterprise brand, business, and reputation goals
Own engagement policies, response playbooks, brand voice guardrails, escalation protocols, and crisis response
Partner with Brand, Legal, Compliance, Public Affairs, and Communications on regulatory and enterprise standards
Establish moderation standards, SLAs, and quality assurance frameworks across internal teams and agencies
Lead company-wide governance processes and community management best practices
Lead, manage, coach, and inspire community managers, care specialists, moderators, and analysts
Develop recruitment, onboarding, coaching, retention, and succession strategies
Foster a collaborative, accountable, learning-focused, and agile high-performance culture
Champion employee well-being and resilience
Serve as primary liaison between the community program and enterprise stakeholders
Communicate strategies, priorities, progress, and outcomes across the organization
Advocate for community management and customer engagement
Own the enterprise community measurement framework
Translate social listening and community signals into business insights and recommendations
Deliver executive-ready reporting, dashboards, and quarterly business reviews
Monitor competitors, industry trends, emerging platforms, and evolving community behaviors
Manage community operations budgets, staffing, tools, technology, and agency investments
Oversee listening, moderation, engagement, and analytics platforms
Manage agency and vendor relationships and return on investment
Evaluate emerging technologies and recommend future-state capabilities

Requirements

What you’ll need

Bachelor's degree in Marketing, Communications, Journalism, Public Relations, Business, or a related field
7+ years of progressive experience in social media, community management, digital engagement, customer care, or related disciplines
4+ years of direct people leadership experience
Demonstrated experience building and scaling community or engagement programs within large, complex organizations
Proven experience leading social issue management and crisis response
Experience developing governance frameworks, policies, and playbooks
Experience managing agencies, vendor relationships, and enterprise social technologies
Strategic leadership and ability to translate strategy into execution
Deep expertise in social engagement, online communities, customer care, and reputation management
Strong operational discipline in governance, playbooks, SLAs, and quality assurance
Strong analytical and business acumen
Excellent written and verbal communication skills with executive presence
Demonstrated crisis and issue-response experience
Strong team leadership, coaching, and talent development capabilities
Deep understanding of Reddit, YouTube, LinkedIn, and X
Internet connection of at least 10Mbps download/5Mbps upload via cable broadband or fiber optic provider if working at home
Additional desired experience in healthcare, insurance, financial services, pharmaceutical, or other regulated industries
Familiarity with community measurement frameworks and social intelligence methodologies
Experience integrating social care and community management operating models
Experience establishing or scaling a Center of Excellence

Benefits

Comp & perks

Annual bonus eligibility
Long term incentive plan eligibility
Medical insurance
Vision insurance
Dental insurance
Well-being and behavioral health programs
401(k)
Company-paid life insurance
Tuition reimbursement
Minimum of 18 days of paid time off per year
Paid holidays
Leaves of absence
Hybrid work arrangement
Flexible hours to support real-time engagement, high-visibility moments, crisis response, and occasional evening or weekend activity