Customer Experience – Community Program Manager
6-Months+ Contract
San Francisco, CA
Job Description
We are looking for a community manager to join the Customer Experience team. Your responsibilities will include leading our initiatives towards building product communities. You’ll collaborate with the support operations team to help guide our volunteers in delivering support for Mozilla’s product users. As a community manager, you will work on setting programs and projects to enable us to establish product communities across different products.
- Act as the liaison between the community and internal partners
- Work with community managers and product managers to scale our product communities
- Build new product communities and scale them
- Develop and communicate content to engage with new community members in collaboration with product managers
- Collaborate with other community managers to run experiments and analyze results to set new tactics toward our product community vision
- Work closely with the Customer Experience leadership team to understand priorities and translate them into community initiatives
- Monitor key community metrics around performance, growth, and health and suggest improvements
- Help with community operations work (engaging with our top contributors, planning the community call and sending the community newsletter)
Skills and Qualifications
- Minimum 5-7 years of experience in community management
- Experience in scaling product communities and collaborating with peers across the organization.
- Experience with building developer communities
- Experience planning and leading online community initiatives.
- Ability to report on and collect relevant community KPIs.
- Self-motivated, self-starter, team player.
- Experience working with diverse, distributed global online communities of volunteers.
- Knowledge of inclusive practices for community building.
- Attention to detail, critical thinking, and problem-solving.
- Excellent written and verbal communication skills.
- Background on working in marketing, or tech.
- Experience working in a product team environment and familiarity with product lifecycle.
- Knowledge on Google Analytics (G4) and Looker Studio.
- Experience working with open-source communities or developer audiences.