Senior Manager, Community Blueprint

• Lead, mentor, and develop a high-performing team, providing regular feedback, coaching, and performance evaluations
• Foster a collaborative and supportive team environment that encourages growth, knowledge sharing, and innovation
• Oversee workload management, resource allocation, and project prioritization for the team
• Develop and implement key performance indicators (KPIs) to measure team effectiveness and impact
• Collaborate with cross-functional leaders to align with broader company goals and objectives
• Analyze quantitative and qualitative data across the end-to-end customer journey to drive business decisions
• Identifying customer issues and understanding the what as well as investigating the why
• Leverage LLMs/generative AI tools to enhance the effectiveness of the team
• Develop strong working relationships and collaborative partnerships with the various internal teams such as Product, Operations, Engineering, Training, Knowledge Management, Incident Management, Business Process Improvement, Partner Management, Finance, Research, and others
• This is a global program, which means this role will be working with people from many different time zones and requires flexibility in the hours they’re available to take meetings
• Stay up-to-date with the latest industry trends and advancements in quantitative and qualitative data analysis techniques

• An undergraduate degree with a strong preference for candidates holding an MBA or equivalent advanced degree, with 12+ years of industry experience in a General Manager, Strategy Manager, Product Insights, Product Operations or equivalent role
• Proficiency in SQL, data analysis, and data visualization
• Proficiency in Jira and Airtable (optional)
• Strong technical data skills, ability to connect data across multiple areas
• Self-starter, thrives in ambiguity, and has an investigator mindset of wanting to get to the bottom of problems
• Strong problem-solving and critical thinking abilities, with a keen attention to detail
• Excellent communication and presentation skills, with the ability to effectively communicate complex concepts to both technical and non-technical stakeholders
• Exceptional stakeholder management skills, with a proven ability to collaborate and influence across functions
• An agile, growth-minded approach, demonstrated through a history of driving projects from ideation to impact
• Robust business acumen, strategic thinking skills, and the ability to make informed judgments
• Experience managing a team including performance management and goal setting
• Experience managing projects involving cross-functional teams
• Understanding of LLMs and desire to continue to learn in the AI space
• Flexible and can deal effectively with changes in priorities or ambiguity
• Prior experience in the technology industry or a fast-paced, data-driven environment is preferred

Prior experience in the technology industry or a fast-paced, data-driven environment

bonus, equity, benefits, and Employee Travel Credits