GOOD (www.good.is) is looking for a Community Manager to help us grow our community of people who want to make the world a better place.
The ideal candidate will be a born relationship-builder who thrives on experimentation, real metrics, and continuous improvement. They will get a real kick out of providing a better experience than users expect. They will enjoy collaboration, but can crush it on their own. And, of course, like GOOD’s users, they will be motivated and passionate about making a difference.
This is a full-time position based in Los Angeles and reporting to GOOD’s Director of Community. People hailing from diverse communities are encouraged to apply.
- Build – Work with the Community Team to develop outreach and engagement tactics around aggressive goals to increase sharing, spark conversations, and add users. Bring ideas to the table. Advocate for solutions, offer/receive constructive criticism, and brainstorm on everything from guerrilla street-team marketing to paid search campaigns to conference panel pitches.
- Measure – Be a data dork, metrics nerd, and KPI junkie; always be thinking about how to measure the impact of your work. Proactively surface metric shifts, for better or for worse.
- Serve – Provide consistent, friendly, radically human customer support by email; on external social platforms; and on-site. Support GOOD members as they work to change the world for the better. Constantly surprise users with how awesome you are and how far you’ll go to make their community experience delightful.
- Connect – Bring users together. Be the invisible glue that makes relationships on-site sticky. Know that what looks like a serendipitous connection from the outside, might be measured on three different spreadsheets and in detailed user notes on the inside.
- Advocate – Ensure that user needs and pain points are heard in product development and technical discussions. Know how to write a bug report that “sells” your bug to the product manager or developer who receives it.
- Role Model – Be personally committed to GOOD’s vision of a better world through innovation, creation, and solution-oriented collaboration. Believe that art and design matter. Know the difference between altruism and social entrepreneurship, and between pity and empowerment.
- Bridge the Gap – You don’t need to know how to code, but you should be able to converse with people who do. Be able to write a bug report that points a developer toward the source of a problem. Know why browsers and operating systems matter in troubleshooting, and be able to explain steps like “clear your cookies” to someone who spends most of their time working for change, not using the Web.
- Offsite – Implement and contribute to strategies for engagement and collaboration amongst members offline. When encountering a user “in the wild,” be more likely to offer a big hug and ask after their family members by name than to run and hide.
Preferred Qualifications / Experience:
- 2+ years of experience with building social communities – internships and volunteer moderation count, if you can explain what you did and why it worked!
- 2+ years of direct customer relations experience; prefer email and social media customer support experience
- 1+ years of marketing experience, preferably managing paid search/social campaigns, and/or influencer outreach
- Experience making decisions and changing course based on analytics
- Team player and culture catalyst; people like coming to work more when they work with you, and this extends to remote teammates as well as those in your local office
- Habitual user of online niche community sites – you would do this even if you worked in another industry
- Experience working with multiple projects and working directly with cross-functional teams.
- Exceptional written and verbal communication skills
- A focus on customer experience, both on and off the site
- Strong problem-solving skills
- A passion for GOOD’s mission
- Bachelor's Degree (or equivalent)
(No phone calls please.)