Manager, Program Operations and Community Support

📋 Description

• Manage and support the Inbound Support Specialist team and part-time community Discord moderators
• Own participant and community support and escalation, ensuring timely resolution and clear
• Analyze participant needs, trends, and feedback to identify opportunities to improve the support
• Partner with program and community stakeholders to clarify needs, ownership, communications, and
• Own administration of participant support systems and workflows, including assignments, routing
• Manage shared knowledge resources and support assets, including FAQs, macros, training materials

🎯 Requirements

• Minimum of 4 years experience in project and/or program management, preferably at an organization
• Bachelor’s Degree preferred or equivalent professional experience.
• Direct management experience required, preferably with remote or hybrid staff.
• Strong project management skills; successful track record in setting, communicating, and
• Customer service and/or experience drafting internal and external communications is strongly
• Familiarity with Zendesk, Discord, Salesforce, and AI use preferred.