Senior Manager, Community Management

Greater Boston Area, Massachusetts

Posted: 08/18/19 Category: Professional Job Number: 8152

Position Title: Senior Manager, Community Management
Job Location: Greater Boston Area
Type: Contract
Duration: 6 months
Interview Expectations: Phone and In Person Preferred

PURPOSE AND SCOPE:
  • The Senior Manager, Community Management is an integral part of a collaborative team focused on defining and building a world-class customer experience for all customers (patients, employees, physicians, partners). This individual will champion all initiatives associated with internal and external community management, ensuring cohesiveness of organizational brand.
  • The Senior Manager is an experienced professional with a proven track record in building and managing communities and developing and implementing effective engagement strategies. The Senior Manager, Community Management will collaborate with cross-functional teams to launch and manage internal and external communities, drive engagement, share insights and ensure the communities deliver value to all members.

PRINCIPAL DUTIES AND RESPONSIBILITIES:
  • The Senior Manager, Community Management will be responsible for directly engaging with members across all community platforms, while also managing other responsibilities related to community engagement, development, and growth.

Key Responsibilities
  • Serve as a brand ambassador and manage all community communications
  • Develop targeted engagement strategies and implement tactics to generate and maintain high member engagement, including the leveraging of member “ ambassadors”, and the interaction & monitoring of employee communities
  • Collaborate with Marketing and Communications to develop a content strategy aligned with the needs of community members, consistent with organizational brand, optimized for searchability and tagging, and reviewed and approved by Legal, Compliance, etc.
  • Stay updated on member-driven topics and use to nform communication and content strategy
  • Identify content gaps, and partner cross-functionally to fill them
  • Regularly monitor, initiate and facilitate community discussions among members
  • Welcome new members to each community, continue to serve as their guide (e.g., help them navigate, provide suggestions on how to engage in discussions), promptly respond to inquiries and build lasting relationships
  • Identify opportunities for local in-person gatherings to build a deeper sense of community among members
  • Educate internal functions about the communities, partnering to drive engagement

 

Community Management
  • Establish community guidelines and ground rules and monitor adherence
  • Build, implement and execute a robust escalation process to ensure questions and concerns are handled efficiently and effectively; identify gaps and improve the process ongoing
  • Develop and maintain a comprehensive Response Matrix, using it to respond directly to members’ questions
  • Provide basic technical support; track and share feature requests and opportunities with the Product Management team
  • Flag information that is inappropriate for the community (e.g. offensive language, medical advice, inaccurate/false information)
  • Metrics, Analytics and Insights
  • Identify and track user engagement metrics
  • Mine and analyze the community metrics and discussions to identify opportunities, themes and insights
  • Regularly share findings, metrics and insights to stakeholders and others who would find the information useful
  • Identify and track key performance indicators (KPIs)
  • Regularly report on KPIs and success metrics

 

PHYSICAL DEMANDS AND WORKING CONDITIONS:
  • The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

SUPERVISION:
  • None

 

EDUCATION:
  • Bachelor’ s Degree required (preferably in Marketing, Business, Information Technology); Advanced Degree desirable.

 

EXPERIENCE AND REQUIRED SKILLS:
  • Minimum 5+ years’ experience in a large, matrixed organization with 1-3 years’ community management experience
  • Proven track record in building, maintaining and growing online communities to drive community engagement
  • Experience with both internal and external communities
  • Experience launching community initiatives (e.g., ambassador program)
  • Content management experience
  • Exceptional organization skills, attention to detail, and ability to multitask
  • Strong communication skills, verbal and written
  • Strong leadership skills
  • Strong relationship building skills
  • Demonstrates empathy and compassion in all interactions
  • Strong analytical skills
  • Ability to identify and track relevant community metrics
  • Ability to analyze data, identify themes, and communicate findings effectively
  • Ability to navigate a large, complex organization
  • Ability to work independently and leverage resources

Meg McLeish
Technical Recruiter

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