As the Community Operations Program Manager, you will own the health, scalability, and day-to-day execution of our Community platform. Reporting to the Community Manager, you are the guardian of the platform’s infrastructure, ensuring the environment remains organized, responsive, and operationally sound.

We are looking for a process-driven operator who can transform a high-volume activity feed into a streamlined, high-value resource for our users.

What You’ll Do

Community Moderation & Engagement

• Daily Activity Management: Monitor new posts and replies in Product Forums via the Activity Feed.
• Response & Routing: Respond to low-complexity questions and strategically tag/route product or support-related posts to the appropriate internal teams.
• Risk Management: Escalate high-impact conversations and ensure strict adherence to community guidelines, including spam removal.
• Member Onboarding (Strategic Initiative): Partner with the Community Manager to build a "New Member" welcome program. This includes collaborating with BizOps to create a Salesforce liveboard or alert system to identify and greet every new member upon joining.

Platform Operations & Maintenance

• Technical Ownership: Manage minor operational platform updates and act as the primary lead for submitting platform requests (custom components, etc.) to the SF BizOps team.
• Project Oversight: Drive the progress of all open technical tickets until completion.
• Information Architecture: Lead the audit of the Knowledge Base and Product Forums to ensure consistent topic categories and labels. This is a priority project to ensure all content is appropriately tagged and discoverable.

Knowledge Base (KB) Management

• Audit & Lifecycle: Conduct routine KB audits to maintain organization. You will lead the effort to archive outdated materials and update content
• SME Coordination: Act as the bridge between the Community and Subject Matter Experts, coordinating necessary content updates and reviews.
• Content Publishing: Format and publish new KB articles, including the Monthly Community Pulse (Newsletter).
• Operational Tracking: Maintain tracking for #community-knowledge and identify content gaps to recommend future needs based on user trends.

What We’re Looking For

• 1-3 years of experience in Community, Marketing, Program Management, or Operations
• Strong social media presence and communication skills
• Comfortable being both outward-facing (community) and detail-oriented (backend ops)
• Experience with tools like Salesforce or similar CRM/platforms
• Proven ability to manage multiple projects simultaneously
• Strong problem-solving mindset and ability to “figure things out”
• Highly organized with strong stakeholder management skills
• Curious, proactive, and eager to learn
• Comfortable reaching out and engaging with new people