Community Operations Lead
Responsibilities
- Stand up community platforms, workflows, and integrations with CRM/support tools.
- Manage moderation guidelines, escalation paths, and trust & safety responses.
- Coordinate programming logistics: speaker sourcing, agenda planning, run-of-show, follow-ups.
- Track member onboarding, engagement, and retention metrics.
- Produce weekly/monthly operating reports for stakeholders.
Workflow
- Platform & Workflow Setup – configure channels, permissions, bots, automation, integrations.
- Program Logistics – manage event calendars, speaker prep, content queues, asset QA.
- Moderation & Escalation – enforce guidelines, respond to incidents, route to SMEs.
- Member Lifecycle – onboard new members, launch drip programs, manage champion tiers.
- Reporting – compile engagement dashboards, highlight wins, surface risks & asks.
Outputs
- Operations handbook covering tooling, processes, SOPs, and escalation charts.
- Weekly community health report with key metrics and qualitative highlights.