Community Program Manager - Customer Support - Meta

In this role, you will partner with internal teams and agency partners to develop and grow the value of the community to our members by delivering community strategies and engagement programs.

RESPONSIBILITIES

Community Program Manager - Customer Support Responsibilities:

• Manage, oversee, and expand community forums projects, strategies, and tactics that create a cohesive community identity and cultivate high-quality user engagement
• Execute the engagement strategy to include, but not limited to, virtual member events, discussion forums, ad-hoc community-related projects, etc.
• Collect, analyze, and share community-related data with relevant stakeholders, including tracking, quantifying, and communicating campaign results
• Work hand-in-hand with the stakeholders, and community inbound engagement specialists to drive desired outcomes
• Develop and improve on existing frameworks, work processes and standardized templates related to various stages of target company community integration and due diligence.

MINIMUM QUALIFICATIONS

Minimum Qualifications:

• 3+ years experience in a peer to peer support community role or related experience
• Effective presentation and facilitation skills
• Experience establishing credibility on the subject matter with key customer stakeholders at all levels
• Familiar with Community, social media culture, analytics, and content management
• Experienced in engaging, consulting, and making recommendations to stakeholders
• Validated understanding of customer support principles
• Experience working cross-functionally and independently
• Operational-level knowledge of community platform tools

PREFERRED QUALIFICATIONS

Preferred Qualifications:

• Enterprise B2B experience
• Customer service experience
• Khoros Community platform experience