Community Operations Specialist

Overview

Do you have a passion for engaging with customers and helping them address their questions, issues, and suggestions? Do you love creating experiences and data trends that inform, inspire, connect and empower community members? Do you enjoy discovering and creating solutions to make the community experience and content more valuable and meaningful to members? Be a part of an award-winning team that’s growing the digital destination for the worldwide GIS community to find solutions, share ideas, and collaborate. In this role you can help support the growth of a community of over 430,000 members around the world.

Responsibilities

• Project Coordination: Collaborate with the Community operations team to support community data strategy, work on complex cross-functional projects, and manage other community operational projects.


• Data Analytics: Demonstrate the business impact of Esri Community by analyzing community data for trends and business impact. Generate regular analytic reports to measure the success of content and to evaluate the external and internal exchanges in the community. Collaborate on the use of data to improve the community user experience. Develop and track campaigns to promote Esri Community to current and new members. Contribute ideas and execute improvements to Operations and Data Analytics community design and user experience.  


• Community Engagement: Cultivate a valuable community experience by assisting with questions, monitoring community engagement and conversion retention, and by creating meaningful story-telling dashboards. Foster a safe, efficient, and engaging community by monitoring spam tracking, helping resolve user issues, and opening platform vendor cases. Apply knowledge of community platforms and utilize various tools (like SEO strategies) to drive engagement and participation in the Esri Community.

Requirements

• 2+ years of experience in customer experience, support, communications, or community management, including creating data analytics reports and frameworks


• Excellent verbal and written communication skills and demonstrated initiative to drive results to support the user experience


• Demonstrated knowledge of one or more major community platforms or social business software (Jive, Yammer, Khoros, Salesforce, Walk me, and SharePoint.)


• Proficient in PowerBI, MS Office- Microsoft Excel, MS Teams, PowerPoint, Adobe Analytics, Google Analytics, Pardot


• Willingness to travel 10% of the time


• Visa Sponsorship is not available for this posting. Applicants must be authorized to work for any employer in the US. 


• Bachelor’s in data analytics, business, or related field

Recommended Qualifications

• Basic understanding of ArcGIS Knowledge Graph to guide human behavior


• Knowledge of GIS and Esri software and products


• Demonstrated knowledge and utilization of project management processes and tools such as Trello, Jira, Asana, Microsoft Project or similar tools


• Skilled in system and business process integration utilizing collaboration tools like Microsoft, Jira, and authentication and customer relations management systems


• Familiarity with multiple sectors (private, public, non-profit)


• Knowledge of Adobe Analytics, Google Analytics, and Pardot

#LI-KH4

#LI-Onsite