Community Program Manager

Community Program Manager

Leads day to day operational execution for all Sandisk Community management oversight. Ensures that the appropriate educational resources are available and accurate and orchestrates/deploys and monitors community activities to meet or exceed the targets set for user engagement. Sets/throttles levels for gamification structures and defines permissions and access for community groups. Collects signal from the platform and funnels insights into broader listening program structures Closely collaborates with vendor partner support and internal leadership to ensure the appropriate governance resources and protocol are in place to support proper moderation of the community. Creates a vibrant and cohesive online community whose feedback and participation will provide opportunities for product and brand improvement. Supports both external (public consumer) and internal (Sandisk employee) community groups. Develops organizational and potentially corporate wide programs that drive and incentivize employee engagement with our consumer audience via our community platform.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for all aspects of GCS Communities from development/strategic direction through execution leadership and performance measurement.
• Responsible for community oversight of supplier execution and quality of support and serves as primary internal and supplier resource related to this work.
• Inform customers of new products, EOL Status and Support policies and encourage our customers discussions regarding our products.
• Responsible for preparing and delivering a monthly presentation that includes but is not limited to; KPIs for the Communities.
• Create an internal community for Sandisk employees to communicate issues and internal feedback on Marketing, Engineering and all other internal functions. Making improvement recommendations and serving as the primary POC to analyze insights.
• Responsible for installing additional listening posts across the customer journey, this could include engaging in sentiment solution evaluation, selection, and implementation.
• Responsible for driving improvements to the community forum platform, inclusive of feature and program expansion, solution selection, contract execution, implementation and daily operational oversight.
• Engage with Product Marketing, eCommerce team, GCS Digital Strategy and Product Readiness teams to ensure all new product implementations and automation tools are incorporated into our communities.
• Responsible for reviewing and coordinating resolution for any escalations.
• Special projects as determined by GCS management.

REQUIRED:

• Bachelor's Degree
• 5+ years related experience working with community management, implementation and supporting day to day operations
• Customer Service & Contact Center Support experience preferred

Degree of Supervision:

• Acts independently and has full professional expertise to manage own projects to accomplish departmental goals and objectives
• Determines methods and procedures on new assignments.

Complexity:

• Works on assignments of diverse scope and complexity, requiring judgment in resolving issues or in making recommendations
• Works on assignments requiring considerable initiative and creativity
• Understands implications of work and makes recommendations for solutions
• Requires good judgment in selecting methods and techniques for obtaining solutions/results
• Assists in defining project scope, statement of work, work breakdown schedule, sub-tasks, and required resources on new Social Media Support projects

SKILLS:

• Excellent communication skills: listening, writing, verbal
• Effective negotiation and conflict resolution skills
• Community \ Customer Listening program management
• Expert skills with MS Excel, Visio, PowerPoint, Salesforce reports
• Expert customer service skills to represent the company in a professional and positive manner and to promote and ensure continued customer satisfaction.