Global Community Operations Manager

Role Overview

• Lead and Mentor the Community Team: Manage, coach, and develop a team of community specialists. Provide ongoing feedback, training, and career development opportunities, ensuring alignment with best practices and company standards.
• Set and Monitor KPIs: Define goals for community engagement, response times, sentiment trends, and knowledge base contributions. Analyze metrics to identify patterns, improve processes, and report performance to executive leadership.
• Oversee Daily Community Operations: Ensure consistent enforcement of community guidelines and high-level responses across all platforms. Coordinate coverage schedules to deliver 24/7 global support where needed.
• Serve as a Strategic Voice: Champion the voice of the customer by synthesizing feedback, identifying trends, and translating insights into product roadmap recommendations. Work closely with Product, Engineering, and Marketing to prioritize user pain points and feature requests.
• Manage Escalations: Act as the escalation point for complex or sensitive issues. Ensure these are addressed promptly and resolved effectively, and coordinate follow-up with relevant internal teams.
• Execute Community Programs: Partner with cross-functional teams to plan and deliver community-facing initiatives—such as feature launches, user surveys, webinars, and ambassador programs—to strengthen user engagement.
• Scale Community Advocacy: Identify, nurture, and grow relationships with power users and brand advocates. Develop programs that empower these users to contribute content, moderate discussions, and drive peer-to-peer support.
• Optimize Processes and Tools: Assess and refine community workflows, moderation tools, and support systems. Explore new technologies or platforms that enhance team efficiency and user satisfaction.

Requirements

• 5+ years’ experience in community management, customer operations, or customer success, with at least 2 years in a leadership role.
• Demonstrated success in setting metrics, tracking performance, and reporting insights to senior stakeholders.
• Exceptional communication skills, both written and verbal, with the ability to translate technical or complex information into clear, user-friendly language.
• Proven ability to manage and resolve escalations with empathy and professionalism.
• Experience collaborating cross-functionally with Product, Marketing, and Engineering teams.
• Strong analytical mindset; comfortable working with data to drive decisions and measure impact.
• Familiarity with online platforms (forums, social media, support channels) and community management tools.
• A passion for building inclusive, safe, and engaging online communities.

Benefits

• An Employee Stock Ownership Plan (ESOP) that gives a real stake in Plaud’s long-term success.
• Top-tier medical, dental, and vision insurance for employees and dependents, supported by a generous employer subsidy, plus a 401(k) retirement plan with company matching for full-time employees.
• Unlimited PTO, plus 13 paid holidays, 12 weeks of fully paid parental leave for all parents, a hybrid work model with a minimum of three in-office days per week, and access to high-quality office snacks, drinks, and equipment.
• Access to best-in-class AI tools, including Cursor, GPT models, Gemini, Claude, and other frontier AI systems to maximize engineering and execution efficiency.
• Choice of top-spec laptops, high-performance workstation setups, and cutting-edge Plaud devices for all new hires.
• Annual company offsites, team events, and a culture that values craftsmanship, ownership, and velocity.