Community Program Manager

2 semanas atrás

Lisbon, Portugal PagerDuty Tempo inteiro

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.

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PagerDuty is seeking a Community Program Manager in Lisbon to join our diverse, customer-focused team As a Community Program Manager , you will be a member of our Developer Advocacy team within the Product Marketing organization. You will be responsible for the day-to-day operations of PagerDuty’s digital community and forums. This is an exciting opportunity to lead a best-in-class PagerDuty production: building on the incredible foundation of brand love PagerDuty has created to deliver a virtual home for lively and informative online discussions, events, product ideation, and knowledge sharing. To the community, you will represent PagerDuty. To PagerDuty, you will represent the community. The ideal candidate will have a proven background driving adoption and enhancing community engagement for a technical user persona. 

KEY RESPONSIBILITIES

Drive adoption of the PagerDuty Community online forums. Drive employee engagement and activity within the community so that community members get timely responses from relevant experts. Deliver community monthly reporting and analysis on key trends, identifying areas for additional scrutiny, including internal metrics and external metrics such as content usage and SEO reporting to measure the success of the program.  Own and administer the community, including user account management and moderation escalation. Independently, concept and implement membership campaigns to invite new members to the community. Successfully build relationships and Partner with Customer Success, Sales, Support, and Product teams to drive strong engagement in our digital community and to implement best practices. Manage content to ensure questions/threads are in the right forum and acknowledged in a timely manner. Demonstrate and provide training on community features, business challenges and solutions to internal and external stakeholders. Create and maintain all internal and external documentation for the online forums platform, including best practices, systems, policies, and processes. Bridge and ensure collaborative communication between internal and external communities, engaging with subject matter experts (SMEs) where relevant. Monitor community health and vibrancy, and produce reports on relevant issues and outcomes, providing recommendations for improvement. Architect programs (contests, webinars, giveaways) to drive adoption and success within our community. Articulate the overall roadmap for the community, including style, technical, and usability improvements, including navigation, structure, personalization, and automation. Leverage polling and survey tools to measure community member experience and sentiment.

BASIC QUALIFICATIONS

3+ years Community Management experience managing digital forums to drive online discussions, events, product ideation, and knowledge sharing.  Experience working with technical communities (e.g. developer or devops communities) or experience in a technical role (software development or customer success). Experience working in an enterprise environment with remote teams, preferably in a global SaaS company. Working operational knowledge and understanding of online community platform moderation tools (Forums, Blogs, Photo Uploads, Commenting, etc.) Proven ability to execute tasks with high quality and within time constraints.

PREFERRED QUALIFICATIONS

Effective and versatile written and interpersonal communication skills. Comfortable in a fast-paced/dynamically changing environment. Professional online community knowledge management or moderator experience is preferred.

PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

This role is expected to come into our Lisbon office 1 day per week , so you can thrive in your new role and fully embrace being a Dutonian

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