Community & Onboarding Manager

If you have a Candidate Login already, but have forgotten your password please use the steps to reset your password. If you have forgotten your email login, please contact [email protected] subject Workday Candidate Login

When creating your Workday account and entering personal information like name, address, please do not use ALL CAPS.

Thank you!

NOTICE:  For Privacy Policy please review here

Job Responsibilities:

The mission of the Talent and Community team is to make Welocalize the most preferred customer for our community and provide consistently excellent support and engagement to Welocalize’s workers worldwide. Today our team has over 15,000+ interactions with our worker base every day! We also manage worker profiles, respond to social media comments, host events, and much more. That’s just today. Moving forward, we’re working on improving our knowledge base, deploying support bots, and analyzing the support requests we get to improve our product and our processes. We’ve done a lot, but have a lot left to do. Our success lies in knowing we’ll never be done improving the experience of our community.

MAIN DUTIES

The following is a non-exhaustive list of responsibilities and areas of ownership of the Talent Community Manager:

• Uphold the Welocalize brand and 4 Pillars of Customer Service, Quality, Innovation, and Global Teamwork.      
• Have ownership of a part of a function in creating business case around it
• Represent the company and the Welocalize brand
• Innovate strategies for the owned functional project
• Support functional strategy definition and implementation (Online and Offline)
• Proactively support and promote the Welocalize Brand in social media
• Innovate training (content and presentations)
• Innovate resourceful reports with variables that have an impact upon company’s vision
• Create analysis with valuable results from all initiatives
• Handle Financial Management actions that affect functional area
• Escalation point for issues with team members or function

Community Functional Areas 

• Execute Welocalize’s vision for providing our global community of 200,000+ workers with a consistently excellent and ever-improving experience Fully govern the end-to-end worker journey and all related business processes
• Offer excellent customer service to our global supplier base, mostly through the use of our ticketing and knowledge management system, Zendesk
• Ability to work cross-functionality to resolve issues that affect our external partners
• Actively eliminate the need for support by understanding the upstream causes that drive downstream intervention needs

Onboarding Functional Areas 

• Enable new members to easily join Welocalize and support their onboarding journey
• Easily determine when to manually intervene and offer “white glove” treatment
• Make sure the Help Center and all relevant self-help content is kept up-to-date and relevant
• Optimize existing working tools, processes and platforms with a “customer success” mindset
• Measure and report on the quality, quantity, speed, and overall effectiveness of the support team and their daily activities

Additional Job Details:

REQUIREMENTS

Education Level

• Bachelor's degree (B. A.) from a college or university in related field, or equivalent combination of education and experience.

Experience

• More than 5 years’ relevant experience in the functional area
• 3-year Localization experience
• Experience in a fast-paced, client-centric environment, ability to adapt to Business needs
• Ability to stay organized and informed in such an environment
• Good communication skills, attention to detail, and self-driven with the meet tight deadlines are essential
• An objective, problem-solving mindset, mental flexibility and a “can do” attitude, having solution-oriented approach to every challenge
• Taking the initiative to proactively assess and mitigate risks
• Enjoys working in a team and derives energy from being within a team, contributing to the team's success
• Team-player with the ability to problem-solve and show initiative
• Advanced Knowledge in Marketing/PR/Recruitment/Account management
• Ability to prioritize ongoing projects based on business needs and urgencies that can arise
• Team work and contributing to the team's success
• Country/Language social media strategy (how it affects the Welocalize brand; why is important to be active; how you can attract people, manage visible feedback)
• Fluency in written and verbal English
• Strong computer literacy, MS Office, e-mail, internet
• Proven ability to learn new processes and tools
• Positive and energetic, thrives in all kinds of social situations, regardless of culture

KEY COMPETENCIES REQUIRED FOR THIS ROLE

Key competencies:

• Excellent Customer Service
• Naturally inclined towards Quality in all areas of responsibility
• Persuasive Communicator with a focus on transparency and building relationships
• Problem solver with a drive for Continuous Process Improvement
• Passionate about Learning
• Technical or Analytical mindset
• Thinking out of the box