Primary Function:

Our Fortune 100 client is seeking a Community Operations Manager who will primarily be helping to continue defining opportunities to leverage their community platform to amplify messaging across .com and to off-domain communities for product launches, events, and other key moments. In this role you will further develop and execute on a strategy to leverage their on premise communities infrastructure to drive increased engagement and customer success across the client’s webpage. Optimization of processes and operations is another focus of this role. Our client’s Community provides rich engagement with customers through support forums, blogs, and syndication. They have been on a transformative journey aligning their numerous partners and stakeholders onto a unified platform to engage with their users.

Duties & Responsibilities:

• Define and drive a comprehensive community strategy to drive increased engagement and reach across .com in support of product launches, events, public relations, and product support.
• Engage and nurture super users within the existing community to scale responsiveness and activity. Drive and continue augmenting community gamification program.
• Work with stakeholders to understand needs and implement solutions to meet those needs across forums, blogs, etc.
• Participate within the industry to influence and adopt emerging trends and opportunities in the community space.
• Define a strategy to connect off-domain and on-domain community engagement.
• Optimize communities and blogs processes and operations as it relates to project intake and execution, internal and external user documentation, streamlining user management, and more.
• Document community tools, processes, and templates (standards)
• Other duties assigned

Skills & Qualifications:

• Excellent communication skills including experience generating and posting content.
• Ability to define and articulate a strategy to executive stakeholders.
• Proven success growing and engaging a community.
• Customer centric focus, experience leveraging customer input to improve operations and overall community experience.
• Able to synthesize data to make decisions and influence work product.
• Curiosity towards/passion for digital marketing, and new ways of thinking about how we reach our goals.
• A team first approach, always looking to do what's right for for the Company, while also prioritizing our user experience.

Minimum Education & Experience:

• Bachelors degree with 7 years’ experience in Community
• Experience managing an enterprise community platform (either in-house for a brand or at an agency)
• Experience driving engagement and nurturing "super users" within a community

Preferred Experience:

• Understanding of the Khoros platform or similar
• Experience building and managing successful stakeholder relationships
• Ability to manage multiple workstreams and processes
• Understanding of multi-channel digital marketing (and the role communities plays)
• Knowledge of gamification strategies