Community Program Manager - Customer Support

About the position

The Community Program Manager - Customer Support role at Meta focuses on enhancing the value of the community for members through strategic engagement programs and collaboration with internal teams and agency partners. The position involves managing community forums, executing engagement strategies, and analyzing community data to drive user engagement and desired outcomes.

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.

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.

Benefits

• $116,000/year to $166,000/year salary range
• Bonus
• Equity
• Comprehensive benefits package