Director of Community Management

The Role We Need:

PadSplit is seeking a Director of Community Management to create a thriving, engaged community that empowers hosts and members to succeed. This role is pivotal in addressing educational gaps, fostering peer-to-peer collaboration, and driving operational improvements that enhance the overall PadSplit experience. By building scalable educational resources and launching a Host Ambassador Program, this leader will help create a self-sustaining ecosystem that supports our mission to make housing more accessible and impactful.

The Person We Are Looking For:

The ideal candidate is a strategic yet hands-on leader with a proven track record of scaling online communities and fostering peer-driven engagement. They are passionate about empowering hosts and members through education and collaboration, thrive on using data to optimize community programs, and have exceptional communication and leadership skills. This person is excited to partner across teams and continuously innovate to build a community that drives measurable impact for PadSplit’s stakeholders.

Here’s What You’ll Do Day-To-Day:

• Analyzing Data: Analyze community data to identify knowledge gaps and areas for improvement among hosts and members.
• Creating Resources and Materials: Develop educational materials such as guides, FAQs, webinars, and training sessions to enhance host and member success.
• Building Learning Platforms: Establish scalable learning channels like forums, self-service portals, and video resources to promote knowledge-sharing.
• Recruiting Ambassadors: Recruit and train host ambassadors for the Community Ambassador Program, fostering peer leadership and mentorship.
• Designing Incentive Programs: Design incentive structures to encourage active participation from ambassadors in community initiatives.
• Managing Community Spaces: Manage digital community spaces (e.g., forums, discussion boards) to facilitate peer-to-peer support and reduce reliance on internal teams.
• Hosting Community Sessions: Host regular engagement sessions such as Q&As, AMAs, and expert-led discussions to sustain community interest and involvement.
• Collaborating Across Departments: Collaborate with cross-functional teams (CX, product, marketing) to incorporate community feedback into strategic decisions.
• Tracking Metrics: Track and analyze key metrics like NPS, engagement rates, and self-resolution rates to measure community success.
• Refining Processes: Continuously refine processes to scale community engagement and improve user experiences for hosts and members.

Here’s What You’ll Need To Be Successful:

• Community Management Experience: Proven community management experience, with 5+ years in building and scaling online communities.
• Educational Program Design Experience: Expertise in educational program design, including creating engaging and scalable content for diverse audiences.
• Led Community Initiatives: Experience with peer-driven initiatives, such as ambassador or mentor programs.
• Analytical Skills: Strong analytical skills to track and optimize performance metrics like NPS and engagement rates.
• Cross Functional Collaboration: Cross-functional collaboration skills, working with CX, sales, product, and marketing teams to achieve shared goals.
• Communication Skills: Excellent communication and leadership abilities to inspire and guide both internal teams and community members.
• Community Platforms Knowledge: Proficiency with digital community tools like forums, discussion boards, and self-service platforms.
• Data Driven Decision-Making: Data-driven mindset, using insights to refine strategies and foster continuous improvement.
• Learning Cultivator: Passion for empowering users and creating a culture of learning and collaboration.
• Adaptability and Resilience: Adaptability to thrive in a fast-paced, high-growth environment, balancing strategic planning with hands-on execution.

The Interview Process:

• Your application will be reviewed for possible next steps by the Hiring Manager.
• If you meet eligibility requirements, the next step would be a phone screen with a member of the PeopleOps team for about thirty (30) minutes.
• If warranted, the next step would be a video interview with our President for forty-five (45) minutes.
• If warranted, the next step would be a video interview with our CEO for forty-five (45) minutes.
• If warranted, the next step would be a video interview with a small panel of key stakeholders for two (2) hours.  For this interview, a candidate would execute a live assessment to the panel for discussion.
• If warranted, then we move to offer!

Compensation, Benefits, and Perks:

• Fully remote position - we swear!
• Competitive compensation package including an equity incentive plan
• National medical, dental, and vision healthcare plans
• Company provided life insurance policy
• Optional accidental insurances, FSA, and DCFSA benefits
• Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays
• 401(k) plan 
• Twelve (12) weeks of paid time off for both birth and non-birth parents
• The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis