Senior Manager, Social Communities

<p class="MsoNormal"><span style="text-decoration: underline;"><strong>Job Summary</strong></span></p><p class="MsoNormal">The Sr. Manager, Social Communities will lead Viking&rsquo;s Social Communities team&mdash;an essential function that serves as one of the brand&rsquo;s frontline voices, reputation guardians, and guest experience amplifiers. This role is responsible for ensuring Viking&rsquo;s brand reputation on social media is actively earned and protected through real-time engagement, strategic listening, and cross-functional influence.</p><p class="MsoNormal">This role requires a leader who can drive process improvements, onboard social media tools and workflows, and mentor a high-performing team. The Sr. Manager will drive how the Social Communities Team scales and modernizes its operations, leveraging both AI-powered and non-AI automations to improve efficiency, consistency, and guest experience. They will stay ahead of emerging trends in AI, automation, and platform capabilities, translating these shifts into strategies that strengthen Viking&rsquo;s social presence, responsiveness, and long-term community engagement model.</p><p class="MsoNormal">The Sr. Manager will guide the team in building brand affinity and loyalty by fostering meaningful guest interactions, surfacing actionable insights, and driving resolution of guest issues. This leader will champion the unique value of the Communities team across the organization, ensuring its contributions are understood, adopted, and leveraged to support adjustments and/or improvements in product, service, and overall guest experience. The role works closely with department leadership to shape team priorities and contribute to broader strategic initiatives, ensuring alignment with organizational goals and leadership expectations.</p><p class="MsoNormal">While this role contributes to strategic planning and cross-functional alignment, it is also deeply hands-on and operational. The Sr. Manager will oversee day-to-day community engagement across social platforms, manage inbound and outbound interactions, and ensure timely, empathetic responses to guest inquiries, comments, and complaints. They will work closely with Customer Service and Corporate Communications to maintain consistency and quality across channels, especially during moments of crisis or heightened visibility. The Sr. Manager will be deeply embedded in the daily rhythms of social listening, engagement, and reporting, while also supporting growth and innovation in Viking&rsquo;s community strategy.</p><p class="MsoNormal"><span style="font-size: 11.0pt; line-height: 115%; font-family: 'Calibri',sans-serif;"><span style="font-family: 'Arial',sans-serif; mso-fareast-font-family: 'Times New Roman'; mso-font-kerning: 0pt; mso-ligatures: none;">This is a hybrid position based in our Woodland Hills, Los Angeles office. You will be required to adhere to our hybrid work policy, working from our office Monday and Thursday plus one additional weekday on a weekly basis.</span></span></p><p class="MsoNormal"><strong><u>Job Responsibilities</u></strong></p><ul><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Lead and advocate for the Communities team&rsquo;s contributions, ensuring visibility across departments and clear communication with cross-functional partners and executive leaders about emerging and ongoing issues.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Identify, design, and implement process automations&mdash;both AI-powered and non-AI&mdash;to streamline community management workflows while maintaining high standards of quality, empathy, and brand voice.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Own the development and optimization of social media management and social listening tools, including onboarding, tagging, and categorization systems.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Stay ahead of emerging trends in AI, automation, and platform capabilities, translating these developments into practical strategies that strengthen Viking&rsquo;s social presence, responsiveness, and long-term community engagement model.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Translate real-time guest feedback and sentiment into actionable insights for Customer Relations, Product, Guest Services, Marketing, and Executive teams.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Coordinate with the Customer Service team to ensure consistent and accurate information across all channels.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Partner with Public Relations and Corporate Communications during crises to craft response strategies and provide leadership with sentiment and engagement updates.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Guide the team in identifying and escalating emerging issues, trends, and opportunities that impact brand reputation and guest satisfaction.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Work closely with leadership and key stakeholders to align strategic goals and initiatives.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Oversee inbound and outbound engagement across social platforms, ensuring timely, empathetic, and brand-aligned interactions.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Deliver regular reporting that highlights community sentiment, engagement metrics, and strategic recommendations and/or actionable insights.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Develop and implement process improvements to enhance community care, engagement, and operational efficiency in both in owned and partner-led channels.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Manage and mentor Social Communities Leads and Specialists, fostering a culture of excellence, empathy, and continuous learning and ensuring the team delivers on objectives, priorities and deadlines.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Oversee day-to-day social listening and community engagement operations to maintain quality outputs and team efficiency.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Monitor global news and social trends daily to inform proactive listening and brand protection strategies.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Manage and evolve the library of template responses, topic tags/labels, engagement protocols and inbound categorization within tools.</li></ul><p><strong><u>Job Requirements</u></strong></p><ul><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">7+ years managing and moderating owned and public social communities, with a strong track record in brand reputation and crisis response.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">2+ years leading and developing high-performing community teams.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Expertise in using and onboarding social media management tools (preferably Khoros, Talkwalker, Sprout Social or similar) for social listening, engagement, community care, and insights.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Strong working understanding of AI-enabled and non-AI automation in social media and community management, with the ability to evaluate, implement, and scale solutions that improve efficiency and guest experience.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Extensive and proven experience working with customer service teams to resolve consumer issues and improve satisfaction.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Exceptional writing, editing, and communication skills with a deep understanding of brand voice and tone.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Ability to navigate ambiguity, pivot priorities and lead calmly under pressure.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Demonstrated ability to exercise sound judgment in high-pressure, public-facing situations.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Strong leadership and team management abilities.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Strong strategic thinking, problem-solving capabilities, with a focus on customer satisfaction.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Proactive and resourceful self-starter with strong organizational and interpersonal skills.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Passion for travel, learning and world cultures.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Ability to foster optimism and resilience in dynamic, fast-paced environments.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Experience in internal advocacy and stakeholder education.</li><li class="MsoNormal" style="mso-list: l0 level1 lfo1; tab-stops: list .5in;">Bachelor&rsquo;s degree in marketing, journalism, PR, communications, or equivalent experience.</li></ul><p><strong><u>What We Offer You</u></strong></p><ul><li>Highly competitive compensation plan.</li><ul><li>Salary range $125,000-$140,000 annually determined by a myriad of factors including, but not limited to, years of experience, depth of experience, individual qualifications and other relevant business considerations.</li><li>Employees are eligible for annual discretionary bonus.</li><li>401(k) plan with company match.</li><li>Employee Share Purchase Plan (ESPP) Viking full-time regular employees working in the United States can purchase Viking shares through payroll deductions.</li></ul><li>Full benefits including medical, dental, vision, life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking).</li><li>Accrue 15 paid vacation days, sick time accrual by state, and 6 paid holidays per year.</li><li>Opportunity to take a free and/or discounted cruise.</li><li>Highly subsidized gym membership.</li><li>Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name.</li></ul><p><strong><em>Viking is a certified Great Place to Work company. This certification is a result of our commitment to excellence, integrity and our teams&rsquo; outstanding contributions.</em></strong></p><p><strong><u>About Viking</u></strong></p><p>Viking was founded in 1997 and provides destination-focused voyages on oceans, rivers and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers experiences for The Thinking Person&reg;.</p><p>Viking has more than 250 awards to its name, including being rated #1 for Rivers, #1 for Oceans and #1 for Expeditions by <em>Cond&eacute; Nast Traveler</em> and voted at the top of its categories by <em>Travel + Leisure</em>. No other cruise line has ever received these same honors by both publications at the same time.</p>