Online Community Manager
5 - 7 years experience • Security
(ISC)² is a global nonprofit organization that produces and delivers education and certification programs for cyber, information, software and infrastructure security professionals, currently serving over 123,000 members worldwide.
Do you find yourself always watching for the next threat, breach, or the latest cybersecurity hack in the news? Are you passionate about the cybersecurity industry? If you have a passion for engaging in online communities, discussing technology, addressing hot topics and analyzing trends, and have a desire to put that enthusiasm to work, this is your chance!
As the Online Community Manager, you will have the opportunity to share your interest with others by creating and managing a new global online community from (ISC)²’s headquarters in Clearwater, Florida. You will act as the online community’s champion and use your unparalleled creative freedom, access, passion, and responsibilities to help realize the potential of (ISC)² and its community. You are someone who does not only live and breathe on Twitter, Facebook, YouTube, and Twitch, but also someone who can also survive in the offline world of face-to-face communication. If you have a proven track-record of professional excellence and a high willingness to learn and grow, you’ll fit right in to our high-energy and experienced team!
Summary Description of Position:
The Online Community Manager is an essential part of a company’s online community and corporate social media program. Not only will you be the product owner, but also the quarterback, judge, mediator, managing editor and general go-to person for both community members and internal stakeholders. Ideally working closely with organizational stakeholders, the Online Community Professional will assume the day-to-day operational duties associated with creating, managing and growing a successful online community for the company. The responsibilities of this position include: assisting the internal stakeholders in defining community strategy, and then executing key elements of that strategy; overseeing all aspects of the community platform; and serving as the primary point of contact between community members and internal stakeholders.
Duties and Responsibilities:
• Serve as the product owner, and can prioritize and track features against a timeline• Participate in Release Planning meetings • Coordinate with the Release Management team on testing, gate reviews, and deployments• Coordinate with the System team on security, availability, and performance of the product• Create strategies to increase content and engagement across all user groups, especially the top contributors• Identify end users’ and contributors’ satisfaction issues and unmet needs, and advocate for them within (ISC)²’s Customer Experience and Transformation Program Office teams• Passionately champion our community to cross-functional teams and get teams passionate about supporting community efforts• Work with a global, cross-functional community team that has owners across Customer Experience, Product, Design and IT to deliver a cohesive community strategy and plan• Design and configure the proper community structure and atmosphere to engage users• Define and implement roles and permissions for community users (internal and external)• Develop promotion plans to increase usage and membership for the community• Identify and establish relationships with the most active community members (superusers)• Create and maintain comprehensive set of community guidelines and policies• Create rules for action when violations and other issues arise• Escalate hot topics to subject matter experts when appropriate• Oversee and manage moderators• Plan for community activities to support business events (product launches, updates, trade shows, etc.)• Oversee introduction of new community tools and features• Create and implement community promotion strategy, including media creation (e.g., blog posts, podcasts, videos) and facilitate the creation by other members of the community• Recruit and coordinate content contributions (videos and blogs)• Set up structures and systems for streamlining feedback collection from the community• Analyze and report community metrics and developments regularly to internal and external stakeholders• Organize and chair regular meetings with internal stakeholders• Communicate key insights when appropriate to product and/or support teams• Adapt fluidly to changes in the online communication landscape• Coordinate with the platform vendor on software upgrades and bug fixes
• A minimum of 5 years of online community management experience, preferably in the high tech or cyber security space• A Bachelor’s Degree in communications, marketing, or similar education or equivalent work experience • Experience working in a global environment with remote teams preferred• Native or bi-lingual fluency in English, both verbal and written• Experience with Lithium, Salesforce or other community platforms• Understanding and practice of good Web user experience • Proficiency with MS Office and advanced PowerPoint skills• Experience with video and blog content creation
• Proven experience in developing and executing communications plans with specific key success criteria• Proven ability to execute tasks with a high quality and within time constraints• Solid organizational and multi-tasking skills with the ability to prioritize tasks that match short and long-term goals• Effective and versatile written and interpersonal communication skills • A passion for cybersecurity and the (ISC)² mission and vision• Adheres to (ISC)²’s core values of Integrity, Excellence, Unity, Accountability and Agility• Proven experience with all aspects of social media usage• Interacts positively and effectively with employees at all levels of the organization, as well as with external partners.• Extremely resourceful, highly creative and high energy, able to brainstorm and implement new ideas• Result oriented and customer focused
Physical & Mental:
• Regular daily attendance at the (ISC)² Clearwater office OR the opportunity to work remotely• Able to travel up to 20% of the time• Work in an office environment using dual monitor computer screens• Work extended hours or overtime, when necessary• Sitting for extended periods