Community Operations Specialist

Primary Function

This role is responsible for the holistic delivery of all Community Center of Excellence (CoE) services to community program leads and practitioners across BUs and countries. The candidate will create and deliver resources and assets, establish community standards, provide governance and training, and enable the company to scale community programs globally.

Our client is looking for a high-energy, self-directed, proactive, dedicated, collaborative, strategic, and community operations experienced individual who also has a deep understanding of the holistic digital experiences in today’s world. This role requires collaborating and working across internal business units, other internal and external partners, and agencies. The ideal candidate can move seamlessly between multiple projects, and must have strong people and communication skills, high emotional intelligence, and strong presentation skills.

Duties & Responsibilities

• Be an expert on Community Center of Excellence self-serve assets for programs to leverage
• Define the Community Center of Excellence governance model and oversee the cadence of oversight across programs being served by the CoE
• Execute and oversee the intake process, provide recommendations based on backlog of requests for future Community Center of Excellence budget requests
• Establish and document community tools, processes, and templates (standards)
• Advise on approaches on a program basis dependent on specific outcomes and needs and target audience
• Audit internal requests to launch new community programs and validate justification against customer/community need
• Provide community governance and training & education
• Integrate fragmented community workstreams to accelerate program delivery with efficiency
• Create assets and materials for community practitioners to leverage when setting up new programs
• Work with company stakeholders – including Business Units, product marketing teams, sales, countries, and outside vendors – to maximize the value of the company’s communities while meeting business needs of stakeholders
• Collaborate with global community team to operationalize activities and programs supporting scalability and globalization
• Drive the creation of training & materials based off internal and external community practitioners
• Provide brand safety audits and mitigation strategies
• Liaise with teams across the Center of Excellence to ensure integration and optimization of delivery
• Communicates and manages request status for programs looking to receive services from the Community Center of Excellence
• Manages backlog of requests for Community Center of Excellence services
• Review and support new programs requests, and provide access to Community Center of Excellence resources

Skills & Qualifications

• Passionate about community and its impact in business
• Strong knowledge of digital marketing, social media & community tools & processes
• Proven track record in building community engagement/advocacy programs
• A healthy blend of business, operations, project management, and community expertise
• Outstanding strategic, analytical, and problem-solving skills
• Accomplished range of skills from high level strategic thinking to creative and detailed execution
• Ability to work effectively in a constantly changing and sometimes ambiguous environment, make decisions quickly, manage simultaneous projects, and work with many stakeholders across internal groups and geographies
• Proven project management skills in a marketing or communications environment
• Ability to scope/prioritize technical and non-technical requirements and think/act decisively in a deadline-driven environment
• Self‐directed, proactive, organized, efficient, detail¬‐oriented, accountable, enthusiastic
• Sense of urgency; actively listens to others and acts upon information gained
• Empathy and passion for being a customer advocate and the voice of the customer
• Ability to establish trust and develop interpersonal relationships and rapport with others
• Be a natural communicator with strong written and presentation skills
• Sense of humor: we like to have fun while we work

Education & Experience

• Digital marketing, social media & community experience, with solid understanding of best practices and trends
• Minimum community operations experience (or similar role): 5 years
• Minimum education level: Bachelor’s degree
• Experience with technology industry is welcome but not mandatory
• Experience translating business needs into community requirements

Diversity Inclusion & Customer Service Statement
TeamPeople is an organization dedicated to providing superior customer service. Outstanding customer service encompasses everything from performing the technical, creative and operational aspects of our jobs to the best of our ability, to going the extra mile to assist our customers and colleagues in any way.

We respect, value and celebrate the unique attributes, characteristics and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to collectively and more effectively address the issues that face our customers. It is our aim, therefore, that our partners, strategies and investments reflect these core values. TeamPeople is dedicated to providing superior customer service and is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.