Manager Online Community

Job ID
Customer Support


The Online Community Manager is an appointed administrator for the Services Support Community. The Online Community Manager is responsible for inspiring our community of users, providing support, moderating user generated content, community content, and escalating any issues to the appropriate internal teams. The Online Community Manager will drive the strategy for Support Community working with a cross-functional team to provide a one-stop-shop for all customer, prospect and partner needs.  He/She must have the ability to multi-task in a fast-paced drive awareness, engagement, and conversation to its online community.


Essential Duties and Responsibilities:


  • Drive Community Strategy
    • Establish culture and tone: set policies, drive engagement, develop overall strategy and establish measurable goals for the community.
    • Assist with creation, conception, and presentation of community strategy
    • Work to build relationships with internal stakeholders in order to align our community efforts
    • Translates business strategies into design opportunities, measures impact and integrates others into the work
  • Work with cross-functional teams to ensure an easy-to-use experience for visitors and to generate content to drive community engagement
  • Track and analyze key metrics to ensure active community participation and growth
    • Identify key metrics: Monitor and create ongoing reporting on community performance such as trends, member engagement, activity levels, sentiment, tracking and routing of member ideas or feedback to the appropriate team members.
  • Develop Team Capabilities
    • Lead of team of Online Community Specialists.
    • Develop team skills and practices of ongoing facilitation, monitoring and maintaining online forums.
    • Establish capabilities for responsiveness to support community members and to resolve issues as needed.
  • Help define and enforce consistent governance policies
  • Stay current with community trends and brainstorm/execute new ideas for digital marketing campaigns to foster community growth

Perform Human Resources Management

  • Plan staffing levels.
  • Work with Human Resources staff to recruit, interview, select, hire, and employ an appropriate number of employees.
  • Provide oversight and direction to the employees in the operating unit in accordance with the organization's policies and procedures.
  • Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.
  • Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback.


  • 8+ years of Community Management experience or equivalent Customer Service experience
  • Excellent organizational, writing and communication skills
  • Passionate about community best practices, principles, concepts, and technologies
  • Ability to work across all functional organizations as well as levels in the organization
  • Multi-tasker who understands how to develop tactical plans that align with the company's strategy

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