Sr Specialist Social Media

This position resides within the Social Media Team (Orlando) and is responsible for advancing social media governance standards and overseeing community management practices across all brand-owned social media platforms. The primary objective of this role is to ensure consistent, compliant, and brand-safe governance practices across all projects and online accounts. This role will serve as a subject-matter expert in social media governance, moderation strategy, escalation protocols, and platform policy compliance. They will provide day-to-day oversight of community management workflows, develop and maintain governance documentation, and partner with internal stakeholders, including Legal, Communications, Marketing, Guest Services, and HR, to mitigate risk and protect brand reputation. The role requires intimate knowledge of the inner workings of major social platforms, including community guidelines, moderation tools, comment filtering, and crisis response capabilities within platforms and tools such as Sprinklr. Additionally, this position will require sound judgment and decision-making skills to manage dynamic, high-volume conversations and sensitive issues across multiple active social media accounts on behalf of the brand. Ideal candidates must have a passion for social media, a strong understanding of online community behavior, and experience applying governance frameworks to support brand trust, safety, and engagement at scale. Here’s why you will love it here: Recognition Programs and Rewards Excellent health care options, including medical, dental, and vision A people-first culture Go Hilton: Travel Discounts Program Hilton hotel rates worldwide. Perks at work: Employee Pricing platform Employee Assistance Program that supports your physical and mental well-being. Paid Vacation Time and Paid Sick Days 401(k) program with company match Tuition reimbursement programs Numerous learning and advancement opportunities And more! Responsibilities Lead and execute brand safety strategies that align with business, department, and Team goals. Develop, document, and maintain social media governance guidelines, including account safety, project and task management, escalation paths, and community rules. Serve as a first point of contact for escalated social media issues, including sensitive comments, misinformation, or policy violations. Ensure compliance with platform policies, brand standards, and legal/regulatory requirements across all social channels. Partner cross-functionally with Legal, Communications, PR, Guest Services, HR, and Marketing teams to align on governance practices and response protocols. Oversee day-to-day moderation activities, including comment management, message routing, and enforcement of community guidelines. Utilize tools such as Sprinklr to manage moderation queues, automate workflows, apply keyword filters, and document decisions and outcomes. Train and support a direct report on case management, brand safety, compliance practices, and support the growth of the Team. Monitor emerging platform changes, social trends, and risk signals that may impact governance or community health, and proactively recommend updates to policies or workflows. Support ideation and engagement strategies that encourage positive community interaction while maintaining governance standards. Perform ad-hoc social media–related projects as requested by management. Qualifications A minimum of 3-5 years social media case management and governance Strong oral communication skills and an understanding of what should be communicated to different audiences Ability to work in a team and assist in the execution of social media requests within an expedited timeframe Have a working knowledge of Sprinklr Skilled using MS Office applications. Working knowledge of Airtable HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek's "America's Greatest Workplaces for Parents & Families." Over the past 30 years, the highest honor we’ve received is the continued loyalty of our Owners, Members and Guests. We’ve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices. We offer an excellent benefit package to our full-time Team Members that include Day One medical, dental and vision insurance, 401K plan, Paid Time Off (PTO) program and extraordinary travel benefits! We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.