Reddit is hiring a
Senior Manager Scaled Community Success, Remote - United Kingdom

Summary

The job is for a Senior Manager in Reddit's Scaled Support team, responsible for leading a team delivering exceptional community support, nurturing relationships, driving innovation, and improving products/services within the community. The role requires 8-10+ years of experience in online community support, customer success, product operations, or related fields with at least 5+ years in a leadership and management role.

Requirements

8-10+ years of experience in online community support, customer success, product operations, or related fields, with at least 5+ years in a leadership and management role

Responsibilities

• Develop and execute the strategy for scaled community support, aligning with overall company goals and community needs
• Lead, mentor, and inspire a team, fostering a culture of excellence, collaboration, and innovation
• Establish and optimize processes for efficiently managing a large volume of community interactions across languages and time zones, ensuring high levels of satisfaction and retention
• Define key performance indicators (KPIs), regularly measure and report on the effectiveness of our support platforms and operations, and analyze data to make data-driven decisions
• Manage costs and continuously optimize spend across multiple resource areas
• Work closely with PMM, Product, Engineering, and Safety teams to advocate for community needs, communicate feedback, and ensure a seamless customer journey
• Advocate for the community internally, championing their interests and influencing decisions that impact their experience
• Drive initiatives to improve the scalability, efficiency, and impact of community success operations and initiatives, leveraging technology and automation where appropriate

Benefits

Bonus points for experience implementing and optimizing AI tools, Chatbots, and other synchronous support tooling