Community Program Manager - Customer Support

Meta • Austin, TX

430d • $116,000 - $166,000

About The Position

The Community Program Manager will collaborate with internal teams and agency partners to enhance the community's value for members through effective community strategies and engagement programs. This role focuses on managing community forums, executing engagement strategies, and analyzing community-related data to drive user engagement and satisfaction.

Requirements

• 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

Nice To Haves

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

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 virtual member events, discussion forums, and ad-hoc community-related projects
• Collect, analyze, and share community-related data with relevant stakeholders, including tracking, quantifying, and communicating campaign results
• Work hand-in-hand with 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.

Benefits

• Bonus
• Equity
• Health benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Web Search Portals, Libraries, Archives, and Other Information Services
• Education Level: No Education Listed