Summary:
We are seeking a Senior Specialist, Community Manager to lead day-to-day engagement across social communities and help strengthen customer trust, loyalty, and advocacy. This role owns community strategy execution, engagement standards, moderation workflows, and escalation handling. The Senior Specialist partners with social, customer care, product, comms and brand teams to ensure timely, brand-right responses and consistent community growth.
Duties and Responsibilities:
Lead community engagement across priority social channels and brand touchpoints.
Develop and enforce response guidelines, moderation standards, and escalation processes.
Partner with customer care and PR teams on issue triage, sensitive responses, and incident management.
Monitor conversation trends, sentiment, and community feedback to identify insights and risks.
Build community playbooks for proactive engagement around campaigns, launches, and key moments.
Coordinate with content and social teams to align community voice with editorial plans.
Work collaboratively across the organization, building relationships with key leaders, to ensure a robust,
holistic and diverse content calendar.
Track and report engagement, response-time, sentiment, and resolution metrics.
Identify opportunities to increase advocacy, retention, and positive community participation.
Support social listening workflows and inform cross-functional teams with audience insights.
Minimum Qualifications:
5+ years of experience in social community management or digital engagement roles.
Proven ability to manage high-volume interactions while maintaining brand voice.
Experience handling escalations and coordinating cross-functional issue response.
Strong writing skills and sound judgment in public-facing communications.
Data fluency with social/community metrics and reporting.
Excellent organization and ability to manage multiple priorities under deadlines.
Experience using social platforms and programs, and project management tools.
Preferred Skills:
Experience in regulated or high-trust industries with elevated customer sensitivity.
Familiarity with social care and community management tools.
Experience in an agency environment or on a cross functional marketing team.
Experience supporting crisis response and reputation management workflows.
Understanding of customer lifecycle and retention strategy.
Working Conditions:
Our office follows 4 days onsite and 1-day remote schedule.
Skills Required
- 5+ years of experience in social community management or digital engagement roles
- Proven ability to manage high-volume interactions while maintaining brand voice
- Experience handling escalations and coordinating cross-functional issue response
- Strong writing skills and sound judgment in public-facing communications
- Data fluency with social/community metrics and reporting
- Excellent organization and ability to manage multiple priorities under deadlines
- Experience using social platforms, community programs, and project management tools
- Experience in regulated or high-trust industries with elevated customer sensitivity
- Familiarity with social care and community management tools
- Experience in an agency environment or on a cross-functional marketing team
- Experience supporting crisis response and reputation management workflows
- Understanding of customer lifecycle and retention strategy
ADT Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ADT and has not been reviewed or approved by ADT.
-
Retirement Support — A 401(k) with a per‑paycheck company match and the possibility of an additional year‑end contribution is positioned as competitive. Feedback suggests this is a reliable anchor of total compensation value.
-
Parental & Family Support — Paid parental leave, adoption/infertility support, and childcare discounts are highlighted as part of the package. Feedback suggests these offerings add meaningful non‑cash value across different employee groups.
-
Wellbeing & Lifestyle Benefits — Core medical/dental/vision coverage is paired with an EAP, wellbeing programs, and employee discounts, with noted emphasis on mental‑health initiatives. Eligibility beginning the first of the month after 31 days in many roles reinforces accessibility and day‑to‑day usefulness.
ADT Insights
What We Do
ADT is the most trusted brand in smart home and business security. Through innovative products, partnerships and the largest network of smart home security professionals in the United States, we connect and protect what matters most to our customers at home, work and on the go. For more information, visit www.adt.com.
