Responsibilities

• Own and evolve the community management strategy across priority platforms (social, forums, review sites, and emerging channels), aligned to brand and acquisition goals
• Lead day‑to‑day community operations, ensuring timely, high‑quality engagement, moderation, and response management at scale
• Establish and continuously refine community guidelines, escalation frameworks, and tone‑of‑voice standards; act as a key decision‑maker in high‑visibility or sensitive situations
• Proactively identify and manage key community moments (product launches, campaigns, crises), ensuring coordinated responses in partnership with Social, PR/Comms, and Legal when needed
• Translate community insights, sentiment trends, and feedback into clear recommendations for Marketing, Product, and Customer Experience teams
• Build and scale advocacy and engagement programs (e.g., power users, creators, ambassadors) to drive organic reach and brand affinity
• Define success metrics and develop reporting frameworks to track community health (engagement, sentiment, responsiveness, growth) and demonstrate impact to leadership
• Partner closely with Customer Support to streamline escalation workflows and improve the end‑to‑end customer experience

Requirements

• 5-7 years of experience in community management, social engagement, or customer/brand marketing
• Proven experience owning or significantly shaping community strategy for a brand with scaled or high‑volume engagement
• Strong leadership presence with the ability to make sound judgment calls in ambiguous or high‑stakes situations
• Exceptional written communication skills, with fluency in brand voice and adapting messaging across audiences and channels
• Experience managing cross‑functional stakeholders across Social, Brand, PR/Comms, Support, and Product Marketing
• Analytical mindset with experience defining KPIs, interpreting engagement and sentiment data, and driving optimization
• Familiarity with social listening, community management, moderation, and reporting tools
• Highly organized and responsive, with the ability to manage multiple workstreams in a fast‑paced environment

Benefits

• Bonus Program
• 401k Retirement
• Medical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability Coverage
• Paid Parental Leave
• Support and Community Involvement
• 14 Paid Company Holidays
• Unlimited Paid Time Off for Exempt Employees
• 96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees Accrued Each Year