Urgent! Senior Manager, Community Programs Job Opening In McLean – Now Hiring Zendesk
Zendesk’s Digital CX team is on a mission to enable Zendesk customers and prospects through relevant, high-quality digital engagement, built from the deep well of knowledge our community members have.
Our community programs support this effort by nurturing connections and relationships across our user base, fostering a culture of knowledge sharing, open dialogue, and mutual growth.
We are seeking an action-oriented and innovative Senior Manager to manage key strategic programs and day-to-day operations for the Zendesk Community team.
This agile and talented team of Community specialists and engagement managers are responsible for online forums, user groups, and community-based customer advocacy initiatives.
This role will help the team achieve our goals to drive retention, growth, advocacy, and value realization across our user base.
The most important skill for this role is the ability to understand our community members and their needs.
The second most important skill is cross-functional collaboration; this role will work directly with stakeholders in Product,Marketing, and CX, as well as with external partners/customers, to ensure crucial community insights are at the forefront of business decisions.
What you'll do
Establish and operationalize a Super User program, in order to:
Recognize various levels of engagement and activation from our community members
Identify, recruit, enable, and nurture Super Users
Gain insights that deepen community influence on our business
Build and manage the Community team roadmap, ensuring the team’s community motions are aligned with overall business goals, priorities, and KPIs across Digital CX and the wider enterprise:
Share regular quarterly business reviews and readouts with key stakeholders
Provide managerial oversight for all community programing, including, but not limited to:
Content and event strategy
Product feedback and community ideation
User groups and meetups
Overall community customer experience and engagement across the community lifecycle
Manage a team of Community specialists, developing and improving competency models, capacity/resource management, portfolio management, and prioritization
Partner with teams such as Marketing, Social, Product, and CX others to amplify & promote community programs
Continuously improve and innovate our community methodology, with consideration for the impacts of AI technologies on this discipline
Measure and track overall impact of community programs, analyzing community metrics and KPIs to measure engagement and effectiveness
Keep up with industry trends and bring insights into our strategic initiatives to ensure that Zendesk is delivering innovative, gold-star community experience
What you bring to the role
You are a great match for the team if:
You are an experienced Community leader who is eager to develop others in this career path
You are a passionate advocate for our customers and enjoy the unique challenge of digital innovation
You bring a customer-first mindset, curiously seeking ways to improve our community
You have experience developing and managing agile operations, programs, and initiatives
The ideal candidate will meet the following qualifications:
5+ years experience in a strategic Community role, ideally in a B2B SaaS environment
3+ years managing people; experience with remote and/or distributed team leadership is a plus
Fluency in written and spoken English
Excellent written and verbal communication skills; experience communicating across audiences and personas, from executive leaders to daily end users
Proven ability to build program/function roadmaps, create rigor in delivery, and measure success
Thrives in a global, cross-functional, collaborative work environment
Self-directed, highly motivated, and
Enjoys receiving feedback from customers; is able to synthesize, identify trends, and develop actionable plans to serve their needs
Ability to handle multiple projects and quickly adapt to shifting priorities, demands, and timelines
Passionate about innovating in Customer Experience disciplines
Additionally, preference will be given to candidates who possess experience with any of the following:
Experience with customer enablement, training, and certification programs
Hands-on experience with Zendesk’s product suite
Completion of community-specific trainings or certificates
Experience with web development languages, including basic HTML and CSS
Experience with basic UX design for web, including information architecture and SEO
Experience writing content that is easily localized for a global customer base
Business proficiency in Spanish, French, German, Portuguese, Italian, Simplified Chinese, Japanese, or Korean
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Great news! Zendesk is currently hiring and seeking a Senior Manager, Community Programs to join their team. Feel free to download the job details.
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Key qualifications for Senior Manager, Community Programs typically include Other Management Occupations and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
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Before the Interview:To prepare for your Senior Manager, Community Programs interview at Zendesk, research the company, understand the job requirements, and practice common interview questions.
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