Director of Community Management

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Requirements:

• Community Management Experience: Proven community management experience, with 5+ years in building and scaling online communities.
• Educational Program Design Experience: Expertise in educational program design, including creating engaging and scalable content for diverse audiences.
• Led Community Initiatives: Experience with peer-driven initiatives, such as ambassador or mentor programs.
• Analytical Skills: Strong analytical skills to track and optimize performance metrics like NPS and engagement rates.
• Cross Functional Collaboration: Cross-functional collaboration skills, working with CX, sales, product, and marketing teams to achieve shared goals.
• Communication Skills: Excellent communication and leadership abilities to inspire and guide both internal teams and community members.
• Community Platforms Knowledge: Proficiency with digital community tools like forums, discussion boards, and self-service platforms.
• Data Driven Decision-Making: Data-driven mindset, using insights to refine strategies and foster continuous improvement.
• Learning Cultivator: Passion for empowering users and creating a culture of learning and collaboration.
• Adaptability and Resilience: Adaptability to thrive in a fast-paced, high-growth environment, balancing strategic planning with hands-on execution.

Responsibilities:

• Analyzing Data: Analyze community data to identify knowledge gaps and areas for improvement among hosts and members.
• Creating Resources and Materials: Develop educational materials such as guides, FAQs, webinars, and training sessions to enhance host and member success.
• Building Learning Platforms: Establish scalable learning channels like forums, self-service portals, and video resources to promote knowledge-sharing.
• Recruiting Ambassadors: Recruit and train host ambassadors for the Community Ambassador Program, fostering peer leadership and mentorship.
• Designing Incentive Programs: Design incentive structures to encourage active participation from ambassadors in community initiatives.
• Managing Community Spaces: Manage digital community spaces (e.g., forums, discussion boards) to facilitate peer-to-peer support and reduce reliance on internal teams.
• Hosting Community Sessions: Host regular engagement sessions such as Q&As, AMAs, and expert-led discussions to sustain community interest and involvement.
• Collaborating Across Departments: Collaborate with cross-functional teams (CX, product, marketing) to incorporate community feedback into strategic decisions.
• Tracking Metrics: Track and analyze key metrics like NPS, engagement rates, and self-resolution rates to measure community success.
• Refining Processes: Continuously refine processes to scale community engagement and improve user experiences for hosts and members.