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Wikia // wiki platform
San Francisco, CA    Posted: Thursday, February 11, 2021
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About this Role

The Director of Community Experience is a key leader in our Community organization.  This individual will be responsible for creating community strategies that drive our key business metrics: creator retention, creator satisfaction, on-site user engagement, & new creator tool adoption.

As the leader of the Community Experience group this individual will act as the primary advocate of our wiki creator community, managing a team of community professionals that are the primary points of contact with wiki editor communities & engaged users. As the organization looks to solve for both community & business needs, this individual will play a key part developing systems to collect feedback & measure/predict impact in making those key decisions.

You Will...

  • Use analytics, creativity, & fresh ideas to design, build, & implement community programs focused on measurable impacts on engagement with our on-site products & business objectives.
  • Be an active participant in the development of new creator tools, operating as the primary advocate for our creator community during the development process.
  • Regularly report on the health & activities of our creator community, connecting creator satisfaction & activity to our overall business strategies.
  • Develop & manage creator outreach, adoption, & feedback strategies around site changes & brand developments to grow creator engagement with & satisfaction about the platform & the business.

You Have...

  • 5+ years experience in community management or customer support 
  • 3+ years of leadership experience
  • Demonstrated background of metrics-based community management
  • A love of pop culture & fan communities
  • A proven track record of successful community or customer interactions
  • An eye for problem-solving 
  • An ability to work with distributed teams in different time zones
  • A mindset that is collaborative & community-focused
  • A mindset that is business-oriented, collaborative, & comfortable with mentoring others
  • Proficiency in the English language

Bonus Points if You Have...

  • Familiarity with MediaWiki & wiki markup
  • Basic familiarity with HTML & CSS

Benefits & Perks

    • Stock options
    • Training based on business needs
    • Flexible working hours
    • Open, energetic & fan-focused, international work environment
    • Miscellaneous perks such as wellness programs, swag, etc.

About Fandom

Fandom is a global entertainment media brand powered by fan passion. The fan-trusted source in entertainment, Fandom provides a home to explore, contribute to, & celebrate the world of pop culture. Whether looking for in-depth information on favorite fandoms or whats buzzing in entertainment, Fandom has your pop culture curiosities covered through fan-expert knowledge & carefully curated & fun, original multi-platform content.

Fandom has a global audience of almost 300 million monthly unique users & encompasses over 400,000 fan communities. We currently feature more than 55 million pages of content, inclusive of video. Our Fandom values are:

  • We serve a global community.
    Connection with our fans, creators, & partners is at our core, & its grounded by our active efforts of inclusion.
  • We build experiences.
    We imagine, improve, & deliver solutions.
  • We bring joy.
    We celebrate our fandoms, our teammates, & the work we do.

Fandom is an Equal Opportunity Employer

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