Community Program Manager

RedCloud Consulting is a business and IT consulting company with local Puget Sound Enterprise and Mid-sized clients. RedCloud seeks a Community Program Manager to support immediate client operations. Seattle Business Magazine has recognized us, ranked #1 on their "Best Companies to Work for in Washington" for Mid-Sized Businesses list, awarded #1 Fastest Growing Company in Washington by Puget Sound Business Journal, and named on the Inc. 500/5000 list.
Job Description:
Our client’s Community Support & Engagement team is responsible for building and managing a user-driven community that supports our client and their open-source products. Their mission enables crowd-sourced support that empowers our users to be self-sufficient in using our products while fostering an environment of collaboration and inspiration for the community.
We’re looking for an experienced Program Manager to focus on developing targeted programs that increase customer engagement on their platform. You will work with the community managers, community operations, executive leadership, and the data team, to operate key routines and meaningfully improve how we serve our customers in the Support Community. Your job will be to build a tight feedback loop with our partner teams as you deliver routine processes, understand how they could improve, and then to prioritize and execute that plan.
You will own multiple cross-functional Community Programs, working in alignment with leaders across the department and organization with a focus on data-driven campaigns that scale the impact of their community.
Responsibilities include but are not limited to:

• Detect customer issues and build programs that can be improved by digital support technology and/or content and quantify the impact. Your focus is on helping people on the ground by engaging them directly and at the “macro” scale by building systems that encourage them to offer and ask for help in the public sphere.
• Be the expert for all things Support. You will also understand the domain, trends, prior art, and the history behind areas of support.
• Collaborate across teams. Your success will require coordination across multiple teams and domains. You will play a critical role creating alignment between Support Operations and the Community Support team, as well as working with the wider client organization.
• Measure success. Own the measures used to define success for your programs and present them to all stakeholders and interpret them into actionable conclusions and new hypotheses at the weekly business reviews. We focus on putting our customers first, so we look at CSAT scores (customer satisfaction) and PRR (problem resolution rate) to ensure their needs are met and we use MAU/DAU (Monthly/Daily Active Users) among similar measures to track engagement. You’ll identify and develop other parallel success measures at the inception of a program and track them throughout its lifecycle.

Required Knowledge, Skills, and Abilities:

• Passion about being a community and customer advocate. You understand why customer voices are so important and thrive in finding innovative ways to support them.
• 5-7+ years of experience in program management, end-user support, sales, marketing, or product design and development
• Experience managing projects and programs
• Strong written and verbal communication and presentation skills
• Strong aptitude for analytical thinking, disciplined problem solving, and data analysis skills
• You believe in data driven solutions and cross-company collaboration
• Being successful in this role will require you to excel at both internal and external communication
• Flexibility and adapting quickly when priorities change
• Experience working with a developer community
• An incredibly organized master multitasker
• Experience working with various online community platforms and tools
• Fantastic interpersonal skills, a great listener, and is extraordinarily empathetic
• Willingness to go the extra mile to serve our customers
• Good technical understanding and can pick up new tools quickly
• Self-driven, with the ability to deliver on projects

Compensation range for position is $144,000 – 187,000 DOE.
Benefits and bonus information can be found at https://www.redcloudconsulting.com/careers
RedCloud requires employees maintain permanent residency within the United States during their employment period. During onboarding, proof of eligibility to work in the United States will be requested. RedCloud does not provide visa sponsorship.
About Us:
RedCloud is a boutique, business and technology consulting firm providing local companies with expert-level support for over two decades. Whether it’s to solve a specific business challenge or to provide additional support for an ambitious project, we can help bring even the most visionary endeavors to fruition.
Anchored by a foundation of "integrity-based consulting", the RedCloud team of subject matter experts collaborate closely with clients to develop and implement high-level solutions, bringing stability, growth, and innovation together for long-term success. We provide a broad array of business and technology consulting services through RedCloud’s core services: Empower Operations, Empower Sales and Marketing, Empower Customers, Empower Security and Privacy.
Visit http://www.redcloudconsulting.com/ for more info.
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