Customer Experience Manager, Nextdoor

• At least 7-10 years of proven program management experience working with online moderators, and developing scalable community moderation systems
• Exceptional communication and empathy—the ability to build trust, resolve conflicts, and make everyone feel heard and valued
• General data literacy—comfortable using analytics tools and dashboards to draw actionable insights (deep technical skills like advanced SQL are not required)
• Experience facilitating webinars, focus groups, or virtual events for large and diverse audiences
• Strong organizational skills and the ability to manage multiple projects in a fast-paced, evolving environment
• Adaptability and a willingness to learn—open to new technologies and approaches, including AI, with support for upskilling as needed
• Collaborative mindset—ability to work effectively across teams and with a diverse, global community
• A passion for fostering inclusive, safe, and engaged online communities

Desirable

• As Community Moderation Manager, you will design and implement processes to ensure moderation quality and consistency, engage and support our global moderator base, and drive continuous improvement through data-informed decision-making and regular feedback loops
• You will collaborate closely with cross-functional teams to align moderation practices with business objectives, leverage technology and tools to streamline workflows, and communicate changes effectively to ensure buy-in and engagement from the moderator community
• Oversee daily operations of the global moderation program to ensure speed, quality and consistency
• Collaborate with cross-functional teams to evolve and operationalize scalable moderation frameworks and processes that uphold Nextdoor’s guidelines and values
• Ensure operational readiness for new product rollouts and policy updates, collaborating closely with product and policy teams to prepare moderators for change
• Create and lead educational programs, webinars, and virtual events to reinforce best practices and support moderator engagement
• Analyze moderator and member feedback, incident data, and key metrics to identify pain points and inform program enhancements
• Implement feedback loops, including quarterly surveys, and pilot new approaches to improve moderator experience and community health
• Serve as a trusted advisor and advocate in product, policy, and support discussions, prioritizing moderator needs and communicating changes clearly
• Represent moderator perspectives in cross-functional initiatives and go-to-market plans
• Collaborate on the design and optimization of in-house moderation tools, including the thoughtful integration of AI-driven solutions to streamline workflows and reduce manual burden
• Maintain up-to-date, clear, and enforceable community guidelines and help content, ensuring moderators and members can easily resolve common issues
• Stay current with industry trends, best practices, and emerging technologies in community management, trust & safety, and AI moderation
• Experiment with and pilot new approaches to moderation, balancing human judgment with automation to maximize impact and community health