Related skills
people management cross-functional coordination incident management sop development playbooks📋 Description
- Hire, lead, and develop a top Community Operations team.
- Build the function: social listening infra, escalation criteria, and SOP.
- Own social monitoring and triage on public channels to resolution.
- Lead end-to-end executive escalations, coordinating with partners.
- Serve as central coord point during live escalations and decisions.
- Create operating models with cross-functional teams; define routes.
- Define metrics and run post-incident reviews for learnings.
- Develop templates and playbooks; coach team for growth.
🎯 Requirements
- 8+ years in community operations or escalations.
- 5+ years of people management in tech.
- Direct experience running incident/escalation workflows.
- Familiarity with social listening tooling.
- Excellent judgment under pressure in fast-moving contexts.
- Proven track record building ops from 0 to 1.
- Strong cross-functional influence and alignment.
- Clear, concise written communication.
🎁 Benefits
- Competitive compensation and benefits.
- Optional equity donation matching.
- Generous vacation and parental leave.
- Flexible working hours.
- On-site offices in SF, NYC, Seattle.
- Visa sponsorship available.
🛃 Visa sponsorship
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