HWS: Community Manager

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to over 30% of the Fortune 100 with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.  

Last year, more than $3.8 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers. 

This is an engagement through Upwork’s Hybrid Workforce Solutions (HWS) Team. Our Hybrid Workforce Solutions Team is a global group of professionals that support Upwork’s business. Our HWS team members are located all over the world.

Work/Project Scope:

We are seeking a dynamic and experienced Community Manager to join our Social Media team at Upwork. As a Community Manager, you will play a pivotal role in fostering engagement, identifying and tapping into trending conversations, building relationships, and supporting our vibrant community of freelancers and clients on Social Media. You will be responsible for managing various community initiatives, ensuring a positive experience for all members, and representing Upwork's brand values across our online platforms in an authentic and relevant way.

In this role, you will work 40 hours per week.

• Oversee and mentor a team of Community Moderators and Specialists. Provide ongoing coaching and ensure they are aligned with Upwork's social media and community goals.

• Proactively seek out and engage with social content mentioning Upwork or related to the world of work and freelancing across various social media platforms, including TikTok, LinkedIn, Instagram, X, Threads, and YouTube.

• Monitor trends and conversations on social media to stay informed about topics relevant to our community and industry and identify ways Upwork can jump in either in the moment or in future planning.

• Work closely with Campaigns & Evergreen/Reactive Social leads as a strategic partner in our planning process for Community. Provide ideas and strategies for generating community engagement and involving users in achieving our goals. Additionally, oversee and execute any Community-related tactics for Campaigns and Evergreen initiatives.

• Track and report on key metrics such as Share of Voice (SOV), engagement rates, sentiment analysis, and other relevant KPIs to demonstrate the success and impact of community advocacy efforts.

• Build and nurture relationships with influencers, thought-leaders, and brand advocates within our community.

• Identify, develop and execute advocacy campaigns and initiatives to showcase the successes and stories of our community members.

• Develop and implement a "surprise and delight" program to show appreciation for loyal community members. This could include personalized messages, exclusive offers, or early access to new features.

• Continuously evaluate and optimize community engagement strategies to ensure they align with Upwork's brand values and objectives.

Must Haves (Required Skills):

• Proven experience 3-5 years working in community management or a similar role, preferably for a large brand

• Excellent communication skills, both written and verbal, with the ability to engage and interact with diverse audiences.

• Knowledge of social media platforms and understanding user trends within them

• Creative thinker with the ability to develop innovative ideas and strategies to drive community engagement and growth.

• Highly organized with strong project management skills, capable of multitasking and prioritizing tasks effectively.

• Passion for remote work, freelancing, and the gig economy, with a genuine interest in supporting and empowering freelancers and businesses worldwide.

• Skilled in Sprinklr and navigating moderation engagement dashboard within the tool

• Skilled in Asana for project management or a similar tool

Upwork is proudly committed to fostering a diverse and inclusive workforce. We never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.