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Sr Community Manager

AT UKG
UKG

Sr Community Manager

Noida, India

Job Description:

We are seeking a detail-oriented and process-driven Community Manager to join our Customer Experience team at UKG. The ideal candidate will possess excellent English speaking and writing skills, enabling them to effectively engage with our customer community and ensure a positive experience for all participants through moderation, content review and improvements, and partnering with internal stakeholders to improve processes.

Key Responsibilities:
Community Monitoring and Moderation:
-Actively monitor and moderate discussions within the UKG customer online community and its discussion forums
-Follow established processes and procedures for removing Personally Identifiable Information (PII) from discussions.

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-Move discussions to appropriate categories and flag discussions for follow-up as necessary.

Content Review:
-Review and process knowledge articles, ensuring content aligns with established guidelines.
-Collaborate with team members to maintain the quality and relevance of community content.

Engagement and Support:
-Foster a welcoming and supportive environment within the community.
-Respond to customer inquiries following best practices and guidelines to enhance user engagement.

Process Improvement:
-Identify opportunities for process improvements within community management and knowledge article processing.
-Contribute to the development and refinement of guidelines, best practices and processes.
Qualifications:

Education:
Bachelor's degree in Communications, Education, Sociology, Marketing, English or a related work experience.

Experience:
-Minimum of 3 years of experience in community management, customer support, knowledge management, training and development or a related role.
-Experience in moderating online communities and managing customer interactions.

Examples of relevant experience: Engage and support diverse user communities, support or develop and implement effective training programs, and manage knowledge resources to enhance user experience and satisfaction.

Skills:
-Exceptional written and verbal communication skills in English.
-Strong attention to detail and ability to follow processes
-Use of good judgement and discernment when confronted with situations that do not follow expected processes
-Proficient in using online social tools and online collaboration tools
-Ability to work independently and collaboratively within a team.

Client-provided location(s): Noida, Uttar Pradesh, India
Job ID: ukg-893380590740
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Health Reimbursement Account
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • FSA With Employer Contribution
    • HSA
    • HSA With Employer Contribution
    • Fitness Subsidies
    • On-Site Gym
    • Virtual Fitness Classes
  • Parental Benefits

    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
    • Adoption Assistance Program
    • Family Support Resources
    • Adoption Leave
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Casual Dress
    • Happy Hours
    • Company Outings
    • Holiday Events
  • Vacation and Time Off

    • Paid Vacation
    • Unlimited Paid Time Off
    • Paid Holidays
    • Personal/Sick Days
    • Volunteer Time Off
  • Financial and Retirement

    • 401(K) With Company Matching
    • Company Equity
    • Performance Bonus
    • Profit Sharing
  • Professional Development

    • Tuition Reimbursement
    • Mentor Program
    • Shadowing Opportunities
    • Access to Online Courses
    • Internship Program