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Senior Manager, Community Experience

| Greater NYC Area
Welocalize enables brands to reach and grow global audiences through services and solutions for translation, localization, adaptation, and automation. We offer multilingual solutions to transform all content types for local audiences, at every step of our clients’ global business journey. We have 1,500 global team members across offices in North America, Europe and Asia dedicated to helping some of the world’s largest brands operate and succeed internationally.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The mission of the Community Experience team is to make Welocalize the most preferred customer for our worker community and provide consistently excellent support and engagement.
Today our team has over 1,000+ interactions with our work base every day! We also manage worker profiles, respond to social media comments, host events, and much more. That’s just today. Moving forward, we’re working on improving our knowledge base, deploying support bots, and analyzing the support requests we get to improve our product and our processes.
We’ve done a lot, but have a lot left to do. Our success lies in knowing we’ll never be done improving the experience of our community.
The following is a non-exhaustive list of responsibilities and areas of ownership of the Senior Manager, Community Experience: 
Define and execute the vision for providing our global community of 30,000+ workers with consistently excellent and ever improving support
Lead, coach, and nurture the global Community Experience team 
Be the ”Voice of the Worker” within Welocalize. Champion the needs our worker base and partner across teams and functions to address support issues at their source 
Own knowledge base and support documentation, and keep them updated in real time 
Own worker facing social media content creation, delivery schedule, and escalations across channels (FB, Twitter, LinkedIn, WeChat, etc) 
Define and execute an IRL worker engagement strategy, including budget, schedule, success metrics etc 
Own worker support and engagement reporting
Additional Job Details:
You have… 
7+ years of work experience 
3+ years leading support teams at scale
A strong service-oriented mindset
Deployed ZenDesk as a weapon for good 
Build systems and processes that emphasize repeatability and scale
Executed multichannel social media strategies
Used data to regularly measure success, and hold yourself and others accountable 
Persuaded teams with competing initiatives to support your cause 
Mastered pivot tables, and are familiar with intermediate data modeling in tools like PowerBI or Tableau 
Worked in a global environment and mastered supporting team members in multiple time zones, while keeping balance for yourself
Key competencies: 
Understands the importance of SMART objectives and is Results Orientated 
Strong Problem Solving skills as to arrive at optimal solution. 
Shows excellent Time Management skills 
Shows a positive attitude with team when challenges arise 
Takes Ownership of deliverables 
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In the heart of Midtown with Skyline Bars, the infamous Times Square and timeless 5th Ave. Grand Central and The Empire State Building keep us company

What are Welocalize Perks + Benefits

Welocalize Benefits Overview

We provide medical, dental, vision, disability, accident, illness and hospital coverage. With paid time off, commuter benefits, referral bonuses and an employee assistance program we make sure to help in every area we can. Additionally we offer a paid week off from Christmas through New Years, office meals, after work happy hours, casual attire and the ability to work from home.

Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Remote Work Program
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted On occasion .
Professional Development Benefits
Job Training & Conferences
Promote from within
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