Community Digital & Operations Manager
Payrate: 30 GBP/hr
Location: UK
Full Time
Start Date: 3/3/25
Length of Assignment: 10 Months
Potential for extension
Our leading Software Development client is hiring a Community Digital & Operations Manager to join their dynamic Community Team. This is an exciting opportunity to play a crucial role in shaping and enhancing the company’s community experience. This position sits at the intersection of digital community engagement and operational excellence, providing an exciting opportunity to drive member engagement while building scalable processes.
You will lead the community moderation efforts, develop content strategies for engagement, and collaborate with their support team to ensure exceptional experiences for the members. Additionally, you will spearhead operational initiatives, implementing tools and processes that improve team efficiency and effectiveness.
This role is ideal for a community professional looking to expand their impact beyond traditional community management. You will have the chance to influence product development, streamline team operations, and create scalable systems. If you thrive in an environment where you can blend strategic thinking with hands-on execution, and you are passionate about building both community and operational excellence, this role offers the perfect next step in your career.
Responsibilities:
Digital Experience
• Moderation and Member Support: Lead day-to-day moderation activities, ensuring timely and effective support for members while implementing an updated management playbook to enhance community engagement.
• Strategic Planning: Develop, deploy, and maintain a comprehensive content and engagement calendar aimed at driving increased member interaction and participation.
• CSR Partnership Management: Oversee and expand our CSR (Support Team) partnership program, ensuring timely, relevant, and collaborative responses to member forum posts.
• Development Roadmap: Collaborate with the Audience Reach and Engagement product
and web teams to maintain a coordinated development roadmap and ensure ongoing site development that aligns with community goals.
Team Operations
• Operations Roadmap: Work with team members to identify and implement operational improvement solutions, frameworks, calendars, etc.
• Jira Lead: Assess our current instance, enhance processes, and serve as our team’s Jira point of contact.
• Documentation Standardization: Manage the launch, standardization, and ongoing maintenance of the team’s Confluence instance.
• Monthly & Quarterly Metrics: Provide administrative support in completing required monthly & quarterly reports.
• Cross-Functional Requests: Manage and respond to marketing queue requests.
Requirements:
• 2 years of community management experience
• Demonstrated experience in moderating online communities
• Strong problem-solving skills with the ability to identify process improvements and deliver scalable solutions
• Excellent written and verbal communication skills
• Experience with enterprise community platforms (i.e Gainsight, Vanilla, etc.) and moderation tools
• Strong organization skills and attention to detail
• Ability to work independently and across time zones managing multiple priorities
• Experience with Jira and Confluence administration
• Background in construction is a plus
TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.