Community Management Lead

Overview:

The Community Management Lead drives trust, preference, and positive word‑of‑mouth for Maya by leading best‑in‑class community management across owned channels and high‑visibility platforms such as Facebook Groups and Reddit.

This role owns the day‑to‑day execution of community management, ensuring all interactions are human‑ and empowerment‑centric, aligned with Maya’s Community Voice principles, and delivered with consistency and speed.

This position also leads social listening and sentiment reporting, bringing the customer voice into internal decision‑making, while guiding teams to manage large‑scale, highly visible communities that directly influence brand trust and business outcomes.

What you will do:

• Lead the execution of Community Management programs and initiatives across priority platforms, ensuring alignment with group‑ and company‑level OKRs and measurable contribution to positive sentiment while minimizing negative sentiment.
• Lead the day‑to‑day governance of best‑in‑class operations for large, high‑visibility, and high‑stakes communities, enforcing rules, moderation standards, and participation norms to ensure psychologically safe, productive, and credible environments—especially during sensitive or high‑traffic periods.
• Apply platform‑native moderation practices tailored to Facebook Group dynamics and Reddit dynamics, balancing scale, authenticity, accountability, and helpfulness norms unique to each platform.
• Execute daily community and operational workflows, ensuring timely, high‑quality interactions with posts and comments that are aligned with brand voice guidelines, regulatory requirements, and risk considerations.
• Create, deploy, and continuously refine human‑ and empowerment‑centric spiels and community‑native content (e.g., FAQs, pinned posts, AMAs, explainer threads) designed to build brand preference, reduce recurring confusion, and encourage constructive peer‑to‑peer support.
• Conduct continuous social listening, sentiment analysis, and escalation of high‑risk issues, translating qualitative and quantitative insights into clear recommendations for internal stakeholders and leadership.

What we are looking for:

• Minimum 4 years of experience in communications, community management, social care, or related roles; experience in fintech, digital banking, or regulated industries is a strong advantage
• Bachelor’s degree in Communications, Business, Management, Economics, or related fields (or equivalent professional experience
• Demonstrated experience managing online communities and public-facing conversations
• Proficiency in community engagement, moderation, sentiment and engagement reporting, and cross-functional collaboration
• High ethical standards and sound judgment appropriate for trust- and regulation-sensitive environments