Internal Communications Community Manager

  • Blue Shield of California
  • El Dorado Hills, California

Job Description

Internal Communications Community Manager - 190023W Looking for a chance to do meaningful work that touches millions? Come join the hardest working, nonprofit health plan in California and help us shape the future of health care. Blue Shield of California is focused on transforming health care by making it more accessible, affordable and customer-centric. Being a mission-driven organization means we do much more than serve our 3.5 million members: we were the first health plan in the nation to limit our annual net income to 2 percent of revenue and return the difference to our customers and the community, and since 2005 we have contributed more than million to the Blue Shield of California Foundation to improve community health and end domestic violence. We also believe that a healthier California begins with our employees, so we provide them with resources to develop and maintain a healthy lifestyle through our award-winning wellness program, Wellvolution. We're hiring smart thinkers and doers who want to work for a leader and innovator in the challenging, ever-changing healthcare space. Come and help us make health care better for everyone.


Blue Shield of California has an ambitious mission – to transform healthcare into an affordable system worthy of our family and friends. To achieve that, we must change the way we think and do things. Blue Shield recently implement two new technology tools to help enable a vibrant, honest, and transparent communications culture that fosters authenticity and collaboration. We believe these tools will help break silos, grow a strong community, reinforce our brand, and transform the way we work together. Your role as the Internal Communications Community Manager will be to facilitate an online environment where Blue Shield employees and leaders can come together to build a culture of connection and engagement that promotes two-way conversations, and the discovery of interesting and relevant information to foster innovation in their daily work. This is an exciting, creative, and expansive role. You'll be responsible for understanding what's happening across Blue Shield, and helping people access, and contribute to, that knowledge. You'll be a champion for open communication, building an environment of trust, welcoming and training new members, giving people a voice, upholding the community’s vision and mission (including governance), curating stories and campaigns, aligning with the company’s brand values, design and style, and celebrating members’ success. Key Responsibilities: This role will require a combination of creativity, strategic thinking and execution. You will partner with key organizations across the enterprise to ensure we maximize the benefit of the social and communications tools/platforms we use, engage in strategic conversations, and share insights into our culture and knowledge across the organization. Build communications and engagement strategies and campaigns that aim to grow, strengthen, teach and connect employees and leaders across the enterprise. Develop and manage content across key online communications tools/channels. Consult on design, format and style to ensure consistency with brand, values and content style guides. Nurture a sense of community. Partner with key organizations and leaders to build a strong presence and following. Welcome and connect new members with people and groups. Help members understand how to use and leverage social business/community tools to engage more with one another through self-service tools and regular forums. Own, administrate, and monitor company-wide groups (e.g., All Company, Getting Started, Water Cooler, etc.). Understand different group and audience needs, considerations, and goals. You're the keeper of the community rules of engagement. You'll own governance and will resolve or escalate any issues as they arise. This includes partnering with HR, IT, Legal, and Compliance as needed to address/escalate acceptable use policy violations and to maintain usage guidelines and governance processes. Provide ongoing direction for group administrators. This includes acting as subject matter expert and single point of contact for business-related (vs. technical) questions and guidance on self-service training/onboarding, as needed. Be the community expert. Understand exactly how each of the platforms work and communicate that expertise to members. Always seeking new and interesting ways that can complement our internal communications and stay abreast of new tools and/or channels. Advocate and champion user-generated content, member conversations, and peer-to-peer networking. Capture success stories and examples of when the platform enables timely and impactful connections. Partner and provide ongoing support to internal communicators (including Internal Communications and other key communications teams). This may include consultation on: Building community strategy recommendations by working closely with Internal Communications to ensure strategic goals are aligned. Providing onboarding training for new Internal Communications team members. Launching and maintaining a self-service model on how to incorporate the platforms as an additional channel into internal communications and content strategy plans. How to leverage the platforms and tie to leaders’ communication strategies and key initiatives. Developing and pitching ongoing/quarterly/annual communications campaigns to support and supplement overall Internal Communications strategies for organizational initiatives. Recommend design and style approaches Work with Internal Communications leaders to determine what measures/metrics are required or of interest. Build, collect and analyze community measures/metrics. Share findings with relevant stakeholders and align with leaders’ goals. Establish benchmarks, assess progress/success, gather insights and make recommendations for improvement. Partner with the platform technical support team – IT End User Computing (EUC) – to address technical issues and influence enterprise communications of rollouts, upgrades, or platform changes. Partner with Blue Shield IT and Service Desk to align on how best to communicate technical FAQs and address escalations/governance/issue resolution. Required Skills: Articulate, confident communicator: You are a strategic thinker. You are thoughtful, detail-oriented and intentional in your written and in-person communications; you are a natural storyteller who understands how to engage readers, you are comfortable sharing information with colleagues at all levels of seniority; and you understand the nuances needed for diverse audiences. Business strategist: You are strategically-minded with a good understanding of operations to help drive success. You know how to identify business objectives, set goals, and clearly communicate with stakeholders. You’re have demonstrated ability to work with executives to obtain stakeholder commitment. Passionate about social community with an understanding of how social networks and platforms work: You believe that social tools can be used to engage employees, build relationships, and eradicate silos and distance. You have a passion for achieving internal client service excellence and the creative ways social tools can be used to build relationships and engage with leaders to drive mutual business value and great place to work. Curious, creative and innovative: You are continually curious, exploring new ideas without specific instruction. You're paying attention to social collaboration/social media trends and continuously learning about new tool features and updates. Bridge builder: You build and nurture relationships with Blue Shield employees / leaders at all levels of the organization. Aware and savvy: You naturally notice gaps in communications and find ways to address or improve them. Measure results: You understand web and social analytics, how to report on them, and how to gather insights and spot trends. Patient and approachable: You listen and encourage; others like to work with you. You’re both a natural coach and a cheerleader. Leadership skills: You know how to serve others, resolve conflict, and influence people. You anticipate issues before they arise. You can be both diplomatic and make hard decisions. Qualifications Excellent written and verbal communications skills, with 10+ years proven experience working in a corporate or technology communications role building strategy, campaigns and content Experience copywriting, writing headlines, using hashtags, embedding photos/videos in your content, making content interactive, etc. Experience working with and influencing all levels of leadership from CEOs to managers Ability to independently develop and implement communications strategies, campaigns and plans Knowledge of and experience with social media, preferably also including experience using Shield Central and Yammer (or another business social collaboration platform) Exceptional interpersonal communication skills Collaborative and team oriented with ability to self-lead, as well as work within a cross-functional team Strong desire to elevate employee engagement and connection Measurement and reporting skills Demonstrated ability to work independently under pressure and manage several projects simultaneously with minimal supervision Excellent project management skills and analytical ability Ability to manage multiple deadlines and/or milestone requirements Knowledge of health insurance marketing principles, practices and techniques, including marketing analysis and research tools a plus Physical Requirements Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork – Activity level: Sedentary, frequency most of work day. Please click here for further physical requirement detail. Job: Enterprise Communications Primary Location: United States of America-California-El Dorado Hills Organization: Human Resources Schedule: Full-time Job Posting: Aug 1, 2019, 10:03:44 AM External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.