Community Management Lead

Overview:

The Community Management Lead drives trust, preference, and positive wordofmouth for Maya by leading bestinclass community management across owned channels and highvisibility platforms such as Facebook Groups and Reddit.

This role owns the daytoday execution of community management, ensuring all interactions are human and empowermentcentric, 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 decisionmaking, while guiding teams to manage largescale, 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 companylevel OKRs and measurable contribution to positive sentiment while minimizing negative sentiment.
• Lead the daytoday governance of bestinclass operations for large, highvisibility, and highstakes communities, enforcing rules, moderation standards, and participation norms to ensure psychologically safe, productive, and credible environments—especially during sensitive or hightraffic periods.
• Apply platformnative 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, highquality interactions with posts and comments that are aligned with brand voice guidelines, regulatory requirements, and risk considerations.
• Create, deploy, and continuously refine human and empowermentcentric spiels and communitynative content (e.g., FAQs, pinned posts, AMAs, explainer threads) designed to build brand preference, reduce recurring confusion, and encourage constructive peertopeer support.
• Conduct continuous social listening, sentiment analysis, and escalation of highrisk 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