Community Manager, Github

• 1+ years of hands-on experience with GitHub, including managing Issues, Discussions, Projects, and Repositories
• At least 1 year of experience managing content calendars and tracking timelines for campaigns or projects
• 1+ years of experience in customer service, technical support, or online community management, including volunteer roles

Desirable

• The Community Engagement team’s focus is all about supporting the community, delivering up to date information about features, releases, and more
• We are looking for an entry level community manager (coordinator) to become a subject matter expert on GitHub products and empower & support our users on the GitHub Community Discussions
• Community.github.com is a dedicated space for one-to-many conversations, including Q&A, official GitHub announcements, threaded conversations during events, best practice resources, and product feedback
• Build & maintain trust with our users. Respond to user feedback posts and questions to posts in the categories you manage on discussions. Encourage user participation and retention. Drive value for our global community of GitHub users
• Demonstrate passion about being a community and customer advocate. You understand why customer voices are so important, and thrive in finding innovative ways to support them
• Grow to be a curious problem-solver and teacher. You’ll be helping our users find solutions and solve problems that will have the potential to help exponentially more people… This should excite you!
• Collaborate across teams. Your success will require coordination and effective communication across multiple teams and domains at GitHub. You must be able to work asynchronously and collaboratively
• Execute on our content and product release process to ensure product news is shared in the GitHub Community Discussions in a timely manner
• Partner with Community Program Managers to work cross-functionally on community engagement strategies
• Measure success. Own the measures used to define success for your assigned product categories. Interpret community data into actionable conclusions program updates
• Measure and report on KPI metrics using our PowerBi dashboards
• Report weekly on trending topics, monthly on larger goals, and maintain a “pulse” on the health of your categories. Contribute to semester planning, tracking, and individual and team goals
• Day to day operations. You will be responsible for the management of the assigned categories in the Community Discussions. This includes:
• Responding to user questions, feedback, and feature requests
• Maintaining a healthy space for our users by managing spam
• Updating canned responses
• Labeling posts as needed
• Recategorizing posts as needed
• Escalate and flag issues as needed to keep the community discussions a trusted space
• Maintain and create documentation critical to the scaleable success of our work
• Author posts on trending topics, new releases, and notable content from your categories
• Execute on the community team platform strategy, roadmap, and success metrics