Director, Social Care

The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members with close to 1,500 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united with a single purpose: to prove that healthcare can be better and smarter for everyone.

TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses:
Aspen Dental, Clear Choice Dental Implant Centers, Well Now Urgent Care, Chapter Aesthetic Studio, and Lovet. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.

As a reflection of our current needs and planned growth we are very pleased to offer a new opportunity to join our dedicated team as a Director, Social Care
.

The Director, Social Care owns social listening, community management, and online reputation strategy across TAG's brands. This role sets the strategic direction for how we monitor, engage with, and respond to our communities across owned social, reviews, and community platforms, and leads the managers and associates who execute that work day to day. The Director partners closely with the content and paid media teams on brand voice and campaign strategy but does not oversee content creation or content creators;

that scope sits with the brand social media teams.

This is a highly visible role that connects directly to brand reputation, patient and candidate experience, and enterprise risk. The Director will be the senior escalation point for emerging issues and crises surfaced through social and review channels, and a key voice in shaping how TAG shows up across its digital communities.

• Own and evolve the enterprise-wide social care, community management, and social listening strategy across all TAG brands
• Set the standards and playbooks for response management, engagement, and complaint resolution across owned social and review properties (Facebook, Instagram, Linked In, Tik Tok, Reddit, You Tube, GMB, Yelp and others)
• Translate social listening and sentiment data into actionable recommendations for Marketing, HR, Operations, and brand leadership
• Define and own the crisis escalation protocol: identify, triage, and elevate emerging issues and crises to the appropriate executive stakeholders
• Partner with the brand Social Media teams to ensure consistency in brand voice and tone across content, paid, and care channels, without owning content creation or the content creator team
• Prepare FAQs and content tags for new campaigns/promos; train associates
• Provide feedback and optimization recommendations to media and brand teams based on comment themes and sentiment

• Lead, develop, and manage the managers and associates responsible for social communities and social engagement, including hiring, coaching, and performance management
• Facilitate training, onboarding, and ongoing development so the team is equipped with accurate, up-to-date response standards and playbooks
• Monitor team workload and channel coverage to ensure timely, consistent coverage of all owned channels and social listening
• Build a bench of future leaders within the team and create pathways for career growth

• Serve as the senior lead for customer and community interaction across negative and positive messages daily, setting the tone for how the team engages
• Lead initiatives to automate and scale positive review response, and continuously optimize processes for efficiency
• Act as the primary strategic owner of community management and social listening tools (e.g., Sprout, Birdeye) and evaluate new tools/platforms as needs evolve
• Manage vendor(s) responsible for off-hours and weekend coverage, provide QA, training and regular feedback (Mod Squad)
• Partner with brand team on Reddit presence management and response through agency parter Online Optimism
• Liaise with Patient/Customer Satisfaction, Field HR/Leadership, Recruitment Marketing, PR/Communications, and Legal to resolve escalated complaints and reputation issues

• Own reporting on…