Online Community Manager

Description

Robert Half's client is looking for a Virtual Communities Program Manager to join the Digital Strategy and Engagement team. This role is essential in overseeing the development, implementation, and growth of virtual communities. The Program Manager will lead strategic planning, program management, cross-functional collaboration, community platform oversight, and member support efforts. By driving engagement and satisfaction within these communities, the Program Manager will help achieve organizational goals and ensure the success of virtual community initiatives.

Key Responsibilities

Virtual Community Strategy and Implementation

• Collaborate with stakeholders to define strategic direction and objectives
• Develop and execute engagement strategies to boost participation and retention
• Assess community needs to enhance member experiences
• Support goal setting and performance monitoring for community initiatives aligned with organizational success

Program and Portfolio Management

• Manage a portfolio of projects ensuring alignment with overall goals
• Define project scope, goals, deliverables, and track milestones
• Oversee timelines, budgets, and cross-functional teams to ensure program success
• Monitor and report on key performance indicators (KPIs) and program progress

Cross-Functional Collaboration

• Partner with marketing, content, and technology teams to enable smooth execution
• Foster teamwork, communication, and accountability across departments
• Serve as a liaison between the community team and other internal groups

Data Reporting & Insights

• Collect and analyze community data to identify trends and support decision-making
• Create and maintain monthly reports and dashboards visualizing key metrics
• Collaborate with teams to ensure accuracy and alignment of reports with strategic priorities
• Present insights to stakeholders to drive continuous program improvements
• Monitor engagement metrics such as active users, posts, replies, and resource downloads
• Recommend strategic adjustments based on data insights

Platform Management & Support

• Oversee daily operations of the community platform and associated tools
• Provide troubleshooting, vendor coordination, and platform training support
• Identify usability improvements to increase member satisfaction

Member Support and Engagement

• Guide community managers to deliver high-quality member experiences
• Track engagement metrics and member feedback to enhance satisfaction
• Propose initiatives to recognize and reward active contributors

Support Key Performance Indicators (KPIs)

• Community engagement and member retention
• Feedback and satisfaction scores
• Campaign effectiveness (e.g., participation in programs like Mentor Match or Volunteer Modules)
• Platform usability and support responsiveness
• Internal coordination and communication efficiency
• Quality and consistency of data reporting and actionable insights

Requirements

Skills and Qualifications

• Proven experience in program and project management with a focus on virtual communities or online engagement platforms
• Strong strategic thinking and analytical skills, with ability to translate goals into actionable plans
• Excellent verbal and written communication skills for effective collaboration
• Positive, proactive attitude and strong teamwork and interpersonal skills
• Self-starter mindset with ability to know when to escalate issues or seek guidance
• Ability to build trust and confidence with internal business partners

Education and Experience

• Bachelor's degree in Business Administration, Marketing, Communications, or related field
• 3-5 years of experience managing digital programs
• Proficiency with portfolio management and collaboration tools
• Knowledge of virtual community management best practices and related technologies

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