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Community Engagement Manager

Job ID: 25-08949
Job Title: Community Engagement Manager
Location: San Francisco, CA (can be hybrid or remote. Preference for candidates in CST or EST time zones as they will be working with a team based in India. They must be able to take calls at 7am (PST))
Duration: 6 months
Contract Type: W2 only
Pay Rate: $74.64/Hour
 
Duties:
  • In this interim leadership role, you’ll guide ongoing execution of our global digital community strategy and ensure a meaningful, high-quality experience for community members.
  • You’ll support a team of community managers while driving execution of strategic innovation initiatives and key operational programs aligned to the team’s FY25 H2 goals.
  • The role involves managing cross-functional collaboration and stakeholder alignment, all with a thoughtful, community-first approach.
  • The ideal candidate brings deep experience in community building, strong program management skills, and a steady, collaborative working style.
  • You’ll serve as the connective tissue between team operations and strategic program delivery, with a strong focus on execution, collaboration, and measurable outcomes.
  • This role reports to the Director of Customer Engagement and requires flexibility to collaborate with team members based in India, which will be reflected in working hours.
 
This role has two areas of focus:
  • Team Leadership & Support – Managing a team of Community Managers, ensuring they deliver on KPIs, executing their community strategies, and engaging community members effectively.
  • Program & Roadmap Execution – Driving the execution of the H2 community roadmap in partnership with stakeholders across product, content, and support, ensuring delivery of key strategic milestones.
 
Key Responsibilities
  • Oversee, support, and coach our Community Management team, focused on driving engagement across Client’s Experience Cloud product communities
  • Partner with the Senior Manager, Community Management to drive team operational and KPI success, remove blockers as needed, and provide overall leadership support
  • Ensure community manager’s delivery of day-to-day responsibilities focusing on GTM alignment & product team partnerships, engagement and community growth, community operations and moderation
  • Monitor KPIs (e.g., response rates, solve rate, engagement rates), and ensure community strategies are on track
  • Leverage Khoros reporting to monitor team performance and identify areas for improvement and added focus
  • Lead execution of the community roadmap & strategy in partnership with Experience League Communities product management and other internal stakeholders
  • Drive innovation and operations program planning with the Senior Community Manager, Innovation & Operations, set clear milestones, and maintain momentum across multiple community initiatives
  • Partner with the community Product Management team to deliver on key community platform roadmap initiatives and milestones
  • Track program outcomes and metrics, surface quarterly insights on Community performance
  • Manage community team budget, ensuring strategic allocation of resources align to the growth, engagement, and operation of community programs
  • Identify areas where Community is driving business impact – test & explore metrics for ROI measurement
 
Required Skills:
  • 5+ years of experience in B2B SaaS community management, customer marketing, or customer success
  • 3+ years of team leadership experience
  • 3+ years of program management experience
  • Experience with Khoros or similar community platforms
  • Strong operational and organizational skills-you can juggle multiple priorities and keep others aligned
  • Experience working cross-functionally with product, support, and marketing teams to drive alignment
  • A data-driven mindset-comfortable reviewing KPIs and making process improvements
  • Familiarity with Adobe Experience Cloud products is a strong plus
 
Education:
  • Bachelor's degree or equivalent
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