Manager Online Community (MY)

Remote Work: Hybrid

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.

You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We’ve only begun reimaging the future – for our people, our customers, and the world.

Let’s create tomorrow together.

The Online Community Manager is an appointed administrator for the Services Support Community. The Online Community Manager is responsible for inspiring our community of users, providing support, moderating user generated content, community content, and escalating any issues to the appropriate internal teams. The Online Community Manager will drive the strategy for Support Community working with a cross-functional team to provide a one-stop-shop for all customer, prospect and partner needs. He/She must have the ability to multi-task in a fast-paced environment.to drive awareness, engagement, and conversation to its online community.

Responsibilities:

• Drive Community Strategy
• Establish culture and tone: set policies, drive engagement, develop overall strategy and establish measurable goals for the community
• Assist with creation, conception, and presentation of community strategy
• Work to build relationships with internal stakeholders in order to align our community efforts
• Translates business strategies into design opportunities, measures impact and integrates others into the work
• Work with cross-functional teams to ensure an easy-to-use experience for visitors and to generate content to drive community engagement
• Track and analyze key metrics to ensure active community participation and growth
• Identify key metrics: Monitor and create ongoing reporting on community performance such as trends, member engagement, activity levels, sentiment, tracking and routing of member ideas or feedback to the appropriate team members
• Develop Team Capabilities
• Lead of team of Online Community Specialists
• Develop team skills and practices of ongoing facilitation, monitoring and maintaining online forums
• Establish capabilities for responsiveness to support community members and to resolve issues as needed
• Help define and enforce consistent governance policies
• Stay current with community trends and brainstorm/execute new ideas for digital marketing campaigns to foster community growth
• Perform Human Resources Management
• Plan staffing levels
• Work with Human Resources staff to recruit, interview, select, hire, and employ an appropriate number of employees
• Provide oversight and direction to the employees in the operating unit in accordance with the organization's policies and procedures
• Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities
• Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback
  

Qualifications:

• Bachelor's degree
• Minimum of 8 years of experience or advanced degree and equivalent experience (or equivalent vocational qualification/experience)
• 8+ years of Community Management experience or equivalent Customer Service experience
• Excellent organizational, writing and communication skills
• Passionate about community best practices, principles, concepts, and technologies
• Ability to work across all functional organizations as well as levels in the organization
• Multi-tasker who understands how to develop tactical plans that align with the company's strategy
  
  

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.