Community Operations Manager

Key Responsibilities

Operational Efficiency

• Design and refine workflows to improve engagement, event management, and content delivery within the community platform
• Identify and implement automation tools to streamline and enhance process efficiency

Technology Management

• Own the community platform operations (e.g., Higher Logic), ensuring functionality, scalability, and stability
• Collaborate with IT and external vendors to address issues, implement upgrades, and ensure optimal platform performance

Data Analytics & Reporting

• Track and analyze key community metrics: member growth, engagement, retention, and ROI
• Provide insightful reports to leadership to inform strategic adjustments and demonstrate impact

Resource & Budget Management

• Oversee the operational budget for community programs
• Evaluate vendors and tools, ensuring cost-effective and impactful resource allocation

Cross-Functional Collaboration

• Partner with Marketing, Product, and Customer Success teams to align community operations with business goals
• Support program execution by ensuring operational readiness and smooth collaboration

Enhance Customer Journey

• Identify and implement improvements across the customer/community journey
• Create and maintain community playbooks to drive consistent and meaningful member experiences

What We're Looking For

Required Qualifications

• Bachelor's degree in Marketing, Communication, or a related field
• 5+ years of experience managing community platform operations or similar environments
• Technical expertise in community platforms (especially Higher Logic), CRM systems, and analytics tools
• Strong data analysis skills with the ability to generate actionable insights
• Excellent communication skills (written and verbal)
• Effective problem-solving and organizational skills
• Experience using project management tools

Preferred Qualifications

• 5+ years in operations, project management, or community-focused roles
• Experience managing B2B or customer-facing digital communities
• Familiarity with performance metrics such as:
• Task turnaround time reduction
• Increased community engagement aligned with KPIs
• Consistent on-time, on-budget execution
• High platform uptime and reliability