Senior Manager, Scaled Community Success

We are seeking a dynamic and experienced Senior Manager to lead our Scaled Support team. This role is pivotal in ensuring the satisfaction, engagement, and retention of our global community members at scale. The Senior Manager will oversee a team responsible for delivering exceptional community support, nurturing relationships, driving innovation of our operations and tool stack, and continuously improving products/services within our community. 

Key Responsibilities:

• Strategic Leadership: Develop and execute the strategy for scaled community support, aligning with overall company goals and community needs.
• Team Management: Lead, mentor, and inspire a team, fostering a culture of excellence, collaboration, and innovation.
• Operational Excellence: Establish and optimize processes for efficiently managing a large volume of community interactions across languages and time zones, ensuring high levels of satisfaction and retention.
• Metrics and Reporting: Define key performance indicators (KPIs), regularly measure and report on the effectiveness of our support platforms and operations, and analyze data to make data-driven decisions.
• Budget and Procurement: Manage costs and continuously optimize spend across multiple resource areas. 
• Cross-functional Collaboration: Work closely with PMM, Product, Engineering, and Safety teams to advocate for community needs, communicate feedback, and ensure a seamless customer journey.
• Community Advocacy: Advocate for the community internally, championing their interests and influencing decisions that impact their experience.
• Continuous Improvement and Innovation: Drive initiatives to improve the scalability, efficiency, and impact of community success operations and initiatives, leveraging technology and automation where appropriate.

What We Can Expect From You:

• 8-10+ years of experience in online community support, customer success, product operations, or related fields, with at least 5+ years in a leadership and management role.
• Proven track record of successfully managing, growing, and retaining a large-scale, diverse customer-base.
• Expertise managing remote, geographically-distributed teams.
• Exceptional leadership and communication skills, with the ability to build and motivate teams, influence cross-functional stakeholders, and adapt to changing business needs.
• Strong analytical abilities with experience in using data-driven insights to inform decision-making.
• Experience working with customer support, success, and analytics software platforms (Zendesk and Salesforce are a plus).
• Experience overseeing budgets, vendors and procurement processes.
• Experience working in a fast-paced, high-growth digital environment is preferred.
• Passion for understanding customer needs and delivering exceptional customer support and experiences.

Bonus Points:

• Experience implementing and optimizing AI tools, Chatbots, and other synchronous support tooling.