Digital Community Support Manager
Core
Define and deliver digital community strategy, roadmap, and operating rhythm using responsible AI and human oversight to improve digital experiences.
Role type
Senior IC Digital Community Support Manager
Builds
Global volunteer lifecycle, community health practices, proactive social support content, and AI-supported deflection/moderation workflows
Domain
Technology / Digital Community Management / Responsible AI
Deliverable
production ML models
Required skills
Cross-functional project management, team leadership, supplier/vendor management, community health moderation, KPI framework definition, AI/automation evaluation, budget management, stakeholder translation
Preferred skills
Experience with online community management, social media management, customer support, digital customer engagement, AI/automation in support, privacy/security/accessibility governance
Technologies
Responsible AI, automation tools, analytics instrumentation
Responsibilities
Manage and develop an inclusive multidisciplinary team across Community, social, creative media, and program work; Lead Community health, moderation, code-of-conduct, and crisis-escalation practices; Translate customer advocacy and contributor feedback into Product, Engineering, and Support improvements; Define KPI frameworks and instrumentation for Community health and business value; Evaluate AI-supported deflection, knowledge discovery, and moderation assistance through supervised experiments
Seniority
Senior, hands-on IC with people management