Online Support Community Manager

Location MY-Penang
Job ID
95758
Function
Customer Service
Recruiter
Sri Sharmila Banu Dorai Raj
Position Level
Advisor/Advanced/Manager

Overview

A dynamic community of builders, doers and problem solvers, we each play a unique role - shaping new technologies, bringing solutions to market, and partnering with companies on the front line of business.

Being a part of Zebra means making your mark as we make digital transformation a reality.

It means growing into a leader at a leading company that makes a distinct difference - because together, we’ve only just begun.

Calling all Changemakers.

Zebra is waiting for you. Join us as we transform the edge of the enterprise.

 

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 environment.to drive awareness, engagement, and conversation to its online community.

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
  • Initiate projects that incorporates advance technologies (e.g. Chatbot and Predictive AI) to drive improvement to call center efficiency
  • 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
    • Establish deflection metrics to measure effectiveness of Self-Help tools and contents
  • 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

Qualifications

  • Bachelor's degree
  • Minimum of 8 years of experience or advanced degree and equivalent experience (or equivalent vocational qualification/experience)
  • 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

 

Equal Opportunities:

Zebra is committed to offering equal opportunities and an inclusive & diverse working environment. Therefore we encourage applicants from all sections of the community

Zebra’s culture is encouraging and collaborative where employees are encouraged to learn and grow together. As we celebrate our 50th year, this is a phenomenal time to join us – we are excited to hear from you!

Zebra Benefit Package

We offer competitive pay, bonuses, benefits, career/personal growth and work/life programs to ensure that you are empowered to succeed as a member of the Zebra family

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