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Community Program Manager - Customer Support

Community Program Manager - Customer Support

1 Month ago • 3 Years + • Community Management

About the job

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Job Description

As a Community Program Manager - Customer Support at Meta, you'll collaborate with internal teams and agency partners to develop and expand community value for members. Responsibilities include managing community forums, executing engagement strategies (virtual events, discussion forums, etc.), analyzing community data, and working with stakeholders to achieve desired outcomes. You'll also refine existing frameworks and templates for community integration. The role requires strong presentation, facilitation, and stakeholder engagement skills, along with a solid understanding of customer support principles and community platforms.

Must have:

3+ years peer-to-peer support or related experience
Effective presentation & facilitation skills
Experience establishing credibility with stakeholders
Community, social media, analytics, and content management knowledge
Cross-functional and independent work experience
Operational knowledge of community platform tools

Good to have:

Enterprise B2B experience
Customer service experience
Khoros Community platform experience

Perks:

bonus
equity
benefits

In this role, you will partner with internal teams and agency partners to develop and grow the value of the community to our members by delivering community strategies and engagement programs.

Community Program Manager - Customer Support Responsibilities

Manage, oversee, and expand community forums projects, strategies, and tactics that create a cohesive community identity and cultivate high-quality user engagement

Execute the engagement strategy to include, but not limited to, virtual member events, discussion forums, ad-hoc community-related projects, etc.

Collect, analyze, and share community-related data with relevant stakeholders, including tracking, quantifying, and communicating campaign results

Work hand-in-hand with the stakeholders, and community inbound engagement specialists to drive desired outcomes

Develop and improve on existing frameworks, work processes and standardized templates related to various stages of target company community integration and due diligence.

Minimum Qualifications

3+ years experience in a peer to peer support community role or related experience

Effective presentation and facilitation skills

Experience establishing credibility on the subject matter with key customer stakeholders at all levels

Familiar with Community, social media culture, analytics, and content management

Experienced in engaging, consulting, and making recommendations to stakeholders

Validated understanding of customer support principles

Experience working cross-functionally and independently

Operational-level knowledge of community platform tools

Preferred Qualifications

Enterprise B2B experience

Customer service experience

Khoros Community platform experience

For those who live in or expect to work from California if hired for this position, please click for additional information.

Locations

Data Center

About Meta

Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.

$116,000/year to $166,000/year + bonus + equity + benefits

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about at Meta.

Equal Employment Opportunity and Affirmative Action

Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice .

Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to .

View Full Job Description

$116.0K - $166.0K/yr (Outscal est.)

$141.0K/yr avg.

Burlingame, California, United States

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