Location: Needham, MA
Director, Global Community Build & Outreach
TripAdvisor LLC
Needham, MA
Position/responsibilitiesReporting to the VP of Content & Community, TripAdvisor is looking for an experienced support or other front-line, consumer-facing professional to oversee the growth of and outreach to our global, interactive community. The successful candidate will have the opportunity to maintain or raise the high standards we have today on our core “community” features; to grow our community engagement and support in coordination with our exciting and ever-expanding feature set; as well as to lead entirely new community roles to engage our active loyalists for the benefit of the broader community. This role will require a keen sense of community dynamics as well as a core set of analytic, leadership, and business skills. If this sounds like you, we’d love to hear from you. Specific responsibilities include:
· Define and execute initiatives to ensure our online member-to member features – currently including forums, travel maps and traveler network, private messaging and wiki user-written travel guides – continue to define TripAdvisor as the premier travel community on the Internet as we grow and expando Maintain and improve moderation and support policies, processes and standards for current community or “member-to-member” featureso Define appropriate service levels and drive improvements as appropriate through staffing, tool, site and process enhancements o Oversee launch plans for community roll out of new site features; define appropriate community and support requirements; and design solutions in coordination with product and technology teams· Develop roadmap to attract and maintain an active group of “volunteer” active contributors and loyalists to personalize the site experience and encourage increased contribution and engagement among other userso Assess our volunteer community leaders (“Local Experts”) in their daily posting and monitoring the message boards and adjust, recruit, manage, train and communicate as appropriateo Identify additional volunteer roles and programs and prioritize based on business impact. o Lead execution of said programs: Design tests to gauge interest in as well as potential impact of programs; advocate for resources; product/project manage any necessary tool, site, reporting or process changeso Define success metrics; measure and report impact of all initiatives· Lead all content/support-side initiatives associated with TripAdvisor’s expansion across social network sites such as Facebook and Google’s new OpenSocial platformo Partner with product managers and engineering leads to understand product and platform expansion planso Lead discussion with domain experts within Content & Community group in order to understand current processes and capabilitieso Scope potential impacts and requirementso Define and advocate for coordinated solutions: specify and drive tools, policy and/or process changes and provide input to product for consistent consumer experience, expectations, messaging etc.· Across all areas, identify relevant tools/support requirements; advocate for resources and manage execution as needed, including:o Hiring, training, coaching and management of new freelancers and/or part time staffo Writing requirements or specifications of any tool features or enhancements, working with developers to implement changes and acceptance testing prior to releaseo Managing schedules and deliverables, particularly coordination across engineering as well as product or feature sponsorso Overseeing and coaching team members in these same activities· Partner with product, features and membership teams to ensure that our features, our members, and our tools/support capabilities are all aligned to work as coherent wholeo Research and work with product managers to develop and implement new community-related or member-related content and featureso Design and manage feedback process for feature enhancements, policy consideration, product development, and community initiativeso Analyze and communicate consumer feedback to product or feature sponsorso Anticipate user support questions or concerns and provide direction and suggestions to increase member adoption and minimize change management issueso Provide leadership and communication to ensure strong relationship among teams· Advocate for community and become a leader in how TripAdvisor does and/or should define “community” over timeo Stay in touch with community trends through networking, and research - including participation in industry online forumso Develop, implement and update our Community Guidelines and communicate them to our readers as requiredo Develop and build traffic report containing all community forums to gauge the health of the marketplace · Manage, coach and develop Community Support managers, specialists and freelancer team
Skills & Qualifications:
- Self-starter, self-directed team builder who is a passionate leader and champion for our active – and particularly interactive – community
- 5+ years of experience in an online community and/or online consumer support environment. Direct community support, moderation or volunteer team management experience a must
- Experience building active online communities of consumers (non trade or B2B environment)
- Current, active participation in digital media or internet communities. Marketing website and blog frequency doesn’t count; we’re looking for someone who is already active within consumer communities
- Excellent analytic, leadership, and communication skills
· Previous experience managing people, including leading complex projects and teams cross-functionally· Extremely strong tactical ability, willingness to manage project details, talk with consumers, answer support questions, “crunch the numbers,” etc. · BA required, business or technical coursework ideal · Team skills essential, sense of humor a must!
To apply, please send a resume, cover letter and salary requirements to escramblejobs(’content_jobs’, escape(’Community Support Manager’)) content_jobs@tripadvisor.com. Please include job title, Director, Global Community Build & Outreach, in the email subject line. No phone calls, please; we will contact you if we are interested in scheduling an interview.