Community Management Lead

About the role

Maya is looking for a Community Management Lead to drive trust, preference, and positive word‑of‑mouth across its owned channels and high‑visibility platforms such as Facebook Groups and Reddit. The role focuses on human‑centric, empowerment‑driven interactions that align with Maya’s Community Voice principles.

Key responsibilities

• Lead execution of community management programs on priority platforms, aligning with OKRs and sentiment goals.
• Govern day‑to‑day operations for large, high‑stakes communities, enforcing moderation standards and participation norms.
• Apply platform‑native moderation practices for Facebook Groups and Reddit, balancing scale, authenticity, and accountability.
• Execute daily workflows, ensuring timely, high‑quality interactions that meet brand voice, regulatory, and risk requirements.
• Create and refine community‑native content such as FAQs, pinned posts, AMAs, and explainer threads.
• Conduct continuous social listening, sentiment analysis, and escalation of high‑risk issues, providing actionable insights to internal stakeholders.

Required profile

• Minimum 4 years of experience in communications, community management, social care, or related fields.
• Experience in fintech, digital banking, or other regulated industries is a strong advantage.
• Bachelor’s degree in Communications, Business, Management, Economics, or equivalent professional experience.
• Demonstrated ability to manage online communities and public‑facing conversations.
• High ethical standards and sound judgment for trust‑ and regulation‑sensitive environments.

Required skills

• Facebook Groups moderation
• Reddit moderation
• Community engagement and sentiment reporting
• Social listening and escalation processes