Remote Online Community Manager

Summary

Join Turnitin's Customer Engagement team as an Online Community Manager and foster meaningful interactions and relationships across various channels.

Requirements

• Proven experience (2 years) as an Online Community Manager or similar role
• Deep understanding of online community dynamics and best practices
• Excellent written and verbal communication skills
• Strong organizational and multitasking abilities
• Ability to analyze community metrics and derive actionable insights
• Passion for building and nurturing communities around shared interests

Responsibilities

• Develop strategies to foster a vibrant online community atmosphere, including the potential addition of badging and gamification initiatives
• Initiate and moderate discussions, responding to comments and engaging with community members
• Encourage community participation and facilitate user-generated content initiatives
• Identify potential customer advocates for work with marketing and/or product
• Curate and create content that resonates with the community's interests and values, including varying content for different personas
• Coordinate with content creators, internal stakeholder teams, ensuring content aligns with community preferences
• Regularly update community channels with relevant information and resources
• Understand upcoming product release and successful use cases for user personas
• Serve as a primary point of contact for community members, addressing inquiries and concerns
• Monitor community feedback and sentiment, providing insights to relevant teams
• Implement strategies to enhance the overall community experience
• Plan and execute online events, such as webinars, AMAs (Ask Me Anything), office hours, and live streams
• Collaborate with the Teaching and Learning Innovations (TLI) team, marketing, and partnerships teams to promote community events
• Measure the success of community initiatives and optimize strategies based on data-driven insights including aggressive KPIs
• Advocate for the community’s needs and preferences within the organization
• Work closely with product teams to communicate community feedback and influence product development
• Identify and empower community leaders and influencers, cultivating a network of brand advocates

Preferred Qualifications

• Experience with the education industry and jargon
• Experience with community platforms and tools (e.g., forums, Slack, Discord)
• Background in customer support or user engagement roles
• Familiarity with SEO and content marketing principles

Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• 4 Self-Care Days per year
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*