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:
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 REQUIRED FOR THIS ROLE
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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