Senior Community Manager

Summary

Join Stack Overflow as a Senior Community Manager, Engagement and Enablement and help build a safe and engaging online community for millions of users. You will work with volunteer moderators and community members, addressing challenges to community safety and integrity. Responsibilities include informing policies, analyzing existing ones, acting as an escalation point for community teams, and proactively identifying solutions to complex projects. This role involves interacting with users from diverse cultural backgrounds and may include exposure to sensitive content. You will collaborate with various teams, participate in meetings, and contribute to community initiatives. The ideal candidate has 3-5+ years of experience in a similar role, strong communication skills, and a deep understanding of online communities.

Requirements

• 3-5+ years in a similar user-facing role within an organization with millions of users
• A natural diplomat. You look for compromise, and advocate for what you believe in, while doing everything possible to create win/win/win outcomes
• A self-starter who can work independently and collaboratively
• You’re flexible and can easily shift priorities as needed
• You have exceptional follow-through
• If you say you've got something, you'll deliver it on time
• You value working on a team where your colleagues can trust you and vice versa
• Someone with an understanding of technology, the Internet, platform content issues, and platform moderation
• An excellent communicator, with the ability to explain product updates and experiments, user experience, and policy decisions both internally and externally in clear and understandable terms
• Exceptional interpersonal skills and ability to provide balanced and actionable feedback that influences decision-making without managerial authority
• The vast majority of our work is done in writing, so written communications skills are vital

Responsibilities

• Day-to-day, you’ll interact with volunteer site moderators and community members to see what their needs are and reactively when they reach out for assistance
• You’ll need to help inform policies that consider the needs of our global communities and analyze existing policies for improvement
• We have an international audience, and navigating through different cultural contexts is common
• Sometimes, you’ll need to act as an escalation point to our other community teams on all product policy matters, including responding to emergencies and content safety-related cases
• This may include exposure to sensitive or graphic content, including but not limited to vulgar or derogatory language, violent threats, hate speech, and other forms of abuse
• You will need a proactive, detail-oriented attitude to work with team members, product managers, people drafting and enacting policies and practices for community management, with good practical methodology
• You’ll do well if you’re constantly driven to find the simplest and most direct solution to complex projects
• Helping communities run elections for new volunteer moderators
• Assisting communities with customizing their site settings to best meet their needs
• Work with new community proposals that come through our incubator site
• Facilitate conversations with moderators and community members when they are escalated to the team
• Help communities and individuals celebrate milestones such as site anniversaries and earning 1-million reputation on the platform
• You’ll collaborate with your colleagues in the department on the Trust & Safety and Support Teams
• As part of your first 60 days, you’ll spend time with these teams to get a basic understanding of the work they do
• Community Escalation Tickets: (Issues moderators flag to Community Managers)
• Conduct Reviews
• Community Emergency Duty Rotation
• Regular Virtual Meetups with Moderators and Community Members
• You’ll communicate with members and moderators in 1:1 and 1:Many scenarios
• You’ll be part of our Product Liaison program, where you’ll sit in on meetings with one of our product teams and be responsible for community communication and feedback analysis on initiatives for that team

Preferred Qualifications

• Experience with the Stack Overflow communities is a very strong plus - we want your deep knowledge of Stack Overflow communities
• Experience with SQL is a plus
• Someone who either has experience working cross-functionally with product, engineering, research, design, and other departments and/or with an eagerness to jump in and learn
• Someone who is curious and can think outside the box
• You’re not afraid to ask questions or make suggestions

Benefits

• Competitive Base Salary
• Generous paid vacation
• Generous parental leave (16 weeks at 100% pay), family care leave, and unlimited sick days
• Equity for all employees at all levels
• Industry-leading health benefits that are applicable per country of residence for all our full-time employees
• Company-paid Life Insurance
• Home Internet stipend
• Professional allocation for your growth and development
• One-time allowance to assist with your home office setup
• Company-paid access to Calm, Bravely, LinkedIn Learning, MyAcademy and Overdrive