Director of Community Management

Summary

Join PadSplit as their Director of Community Management and build a thriving online community for hosts and members. This pivotal role involves analyzing data to identify areas for improvement, creating educational resources, recruiting and training ambassadors, and managing online community spaces. You will design incentive programs, host engagement sessions, collaborate with cross-functional teams, and track key metrics to measure success. The ideal candidate is a strategic leader with proven experience in scaling online communities and fostering peer-driven engagement. This is a fully remote position offering competitive compensation, comprehensive benefits, and the opportunity to make a significant impact on affordable housing.

Requirements

• Proven community management experience, with 5+ years in building and scaling online communities
• Expertise in educational program design, including creating engaging and scalable content for diverse audiences
• Experience with peer-driven initiatives, such as ambassador or mentor programs
• Strong analytical skills to track and optimize performance metrics like NPS and engagement rates
• Cross-functional collaboration skills, working with CX, sales, product, and marketing teams to achieve shared goals
• Excellent communication and leadership abilities to inspire and guide both internal teams and community members
• Proficiency with digital community tools like forums, discussion boards, and self-service platforms
• Data-driven mindset, using insights to refine strategies and foster continuous improvement
• Passion for empowering users and creating a culture of learning and collaboration
• Adaptability to thrive in a fast-paced, high-growth environment, balancing strategic planning with hands-on execution

Responsibilities

• Analyze community data to identify knowledge gaps and areas for improvement among hosts and members
• Develop educational materials such as guides, FAQs, webinars, and training sessions to enhance host and member success
• Establish scalable learning channels like forums, self-service portals, and video resources to promote knowledge-sharing
• Recruit and train host ambassadors for the Community Ambassador Program, fostering peer leadership and mentorship
• Design incentive structures to encourage active participation from ambassadors in community initiatives
• Manage digital community spaces (e.g., forums, discussion boards) to facilitate peer-to-peer support and reduce reliance on internal teams
• Host regular engagement sessions such as Q&As, AMAs, and expert-led discussions to sustain community interest and involvement
• Collaborate with cross-functional teams (CX, product, marketing) to incorporate community feedback into strategic decisions
• Track and analyze key metrics like NPS, engagement rates, and self-resolution rates to measure community success
• Continuously refine processes to scale community engagement and improve user experiences for hosts and members

Benefits

• Fully remote position
• Competitive compensation package including an equity incentive plan
• National medical, dental, and vision healthcare plans
• Company provided life insurance policy
• Optional accidental insurances, FSA, and DCFSA benefits
• Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays
• 401(k) plan
• Twelve (12) weeks of paid time off for both birth and non-birth parents
• The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis
• $120,000 - $140,000 a year