Community Manager (Crisis Communications & Incident Response)

Job Description:

• We’re seeking an experienced Community Manager with a strong background in crisis communications, incident response, and digital community engagement.
• This role focuses on establishing and executing a scalable messaging framework to ensure consistent, timely, and brand-aligned communication across all digital touchpoints.
• The ideal candidate is both proactive and responsive, capable of handling real-time situations, managing reputational risks, and fostering trust and transparency within the community.

Responsibilities:Community Engagement & Monitoring

• Actively monitor digital and social media channels for community inquiries, feedback, and emerging issues.
• Engage with users in real time to foster positive relationships and promote trust.
• Ensure consistency in tone, accuracy, and responsiveness across all communications.
• Escalate complex or sensitive matters through established incident response workflows.

Crisis Management & Incident Response

• Develop and refine crisis communication and incident response framework, ensuring clear processes for message drafting, approval, and escalation.
• Serve as the first point of contact for real-time community and incident escalations.
• Partner with cross-functional teams to manage high-visibility or time-sensitive events.
• Track and report on reputational risks, emerging issues, and community sentiment.

Messaging Framework & Reporting

• Create and maintain standardized templates, FAQs, and communication playbooks for rapid response.
• Deliver timely reports highlighting engagement metrics, incident trends, and actionable insights.
• Collaborate closely with communications, marketing, and support teams to ensure alignment in tone and strategy.
• Continuously assess and improve community engagement processes and incident handling protocols.

Experience:

• 6–8 years of experience in community management, crisis communications, or incident response, preferably in tech, mobility, or high-growth consumer environments.
• Proven ability to manage sensitive communications under pressure.
• Excellent written and verbal communication skills with a strong grasp of tone, empathy, and brand voice.
• Experience establishing or executing messaging frameworks for crisis or incident communication.
• Comfortable with flexible working hours to ensure real-time responsiveness.
• Background in communications, marketing, PR, or customer experience preferred.

Skills:

• Crisis Communication
• Incident response
• Customer Oriented

Education:

• Bachelor’s degree or equivalent experience.

About US Tech Solutions: US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com. US Tech Solutions is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.