Online Community Manager, Volunteer

Online Communities Moderation Co-Manager, Volunteer

About the Pet Cancer Foundation

The Pet Cancer Foundation’s vision is to increase the life expectancy and improve the quality of life of pets diagnosed with cancer. Estimates suggest that 12M dogs and cats are developing cancer every year, roughly six times the number of humans getting cancer yearly within North America.

We need to do more for our pet friends, and are building a large team of distributed, animal-loving passionate volunteers to help them and their families. Our team requires experienced Community Managers with a background in psychology, to lead conversations with our growing community. That's where and how you can help us.

About the Position

The volunteer Moderation Co-Manager will work with their peer to oversee and manage PCF’s community moderation team, including both inbound and outbound communications with the public. The Co-Manager will oversee and lead the moderation team as they respond to inbound comments, creating a sense family with our followers, understanding when to celebrate, and when to sympathize or empathize during the most challenging times. The team will monitor and moderate user comments on our channels to ensure that the Online Community is maintained as a supportive, credible and informative environment.

Duties and Responsibilities:

• Implement the Online Communities’ moderation strategy, coordinating with stakeholders across the organization to ensure its effectiveness, while providing superior quality of communications and support to the public.
• Lead the team of Community Moderators, in their effort to review and moderate all user-generated comments and content, including user profiles (either pre-, post-, or reactive moderation) within comments threads, images, videos and audio, consulting with our Communications and Legal teams when required.
• Develop training and workshops for moderators to build communications skills, knowledge, and consistency, especially around sensitive, subjective, and context relevant conversations. Identify where new or improved training resources are needed and assist with the development of these resources.
• Maintain Moderation Guidelines, ensure they are up to date, including management of any “banned-user” process, tracking, and removing comments on posts & utilizing social network tools to limit future exchanges that do not meet our standards.
• Works with the Content Strategist to review post engagement across all platforms as part of a continual evaluation of our content direction to ensure we are constantly improving our topics and how we communicate to our communities.
• Regularly feeds insight gained from community moderation to stakeholders throughout the organization including Communications, Marketing, Senior Management.
• Resolve or identify, and notify key stakeholders about issues which have been escalated by Community Moderators.

About You

The incumbent will enjoy taking part and leading meaningful conversations with the public. This role isn’t about selling, conversion, or calls to action, your typical social media mandates. You will help to establish PCF as subject matter experts and as a trusted resource, including at our audiences’ most crucial time of need. The Community Manager will intuitively understand the nuances of conversation, knowing how to best represent the Foundation as part of our work towards being a valued source of education, awareness, and information for pet owners. You have:

• BSc degree in Psychology, Communications, or relevant field (Master's Degree would be an asset)
• Proven work experience as a Community Manager or similar role
• Experience launching community initiatives (e.g. building an online forum, launching an ambassador program, etc.)
• Experience planning and leading community initiatives
• Ability to identify and track relevant community KPIs
• Team leadership and management skills, coaching and mentoring being critically important
• Excellent verbal and written communication, interpersonal and presentations skills

What we provide you with

This leadership role is a generational opportunity to build a best-in-class worldwide organization that will make a difference in millions of animals' lives in the decades to come. The challenges of building an umbrella cancer agency from inception will provide learning across the board while expanding your network of contacts that will be of assistance to your advancing private or non-profit sector career.

Footnotes

• This position is virtual and can be completed from anywhere in Canada or the United States.
• This is a volunteer position, and the time commitment is approximately 6-8 hours per week.
• Flexibility in hours of availability will be necessary during establishment and implementation of our program
• Please visit our website www.petcancerfdn.org for more information about the organization

Job Type: Part-time

Expected hours: 6 – 8 per week

Application Question(s):

• We are experiencing higher than 70% of applicants who state they missed seeing the volunteer nature of the role in the posting above. Please leave us a short note to acknowledge that you are aware of the volunteer nature of the role so that we can properly consider your application. Thank you!

Education:

• Bachelor's (Preferred)

Experience:

• Community moderation: 3 years (Preferred)
• Team management: 3 years (Preferred)

Work Location: Remote