At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing.

Online Community Program Manager

Why We Have This Role

The Online Community Program Manager is responsible for a broad range of tasks related to maintaining the operation and success of Qualtrics’ award-winning XM Community, one of Qualtrics’ most successful online digital success resources for Qualtrics customers. For this role, it’s crucial that the applicant has a solid Qualtrics product foundation, as well as a working understanding of growth marketing best practices, and the ability to write solid, exciting and engaging content copy for a variety of audiences and initiatives ultimately designed to enable customer success with our products. Additionally, the best candidate for this role must also equally be an expert at communicating with customers about issues and problems via a written, virtual medium – meaning your word choice, phrasing, tone and witten voice must convey a positive, professional, solution-oriented and friendly tone. 

How You’ll Find Success

• You are a natural relationship builder. The most successful online communities are rooted in building trusting relationships with customers, and you are able to form solid professional relationships with our network of customers around the world through the content you create and moderate
• You are methodical in your approach to organizing the workday, and prioritize your work according to what is most impactful for our global community of customers
• You excel at explaining Qualtrics features and offerings (in both written and recorded video format) to audiences of all skill levels
• You have a solid understanding of intercultural communication and can comfortably communicate with our international customer base
• You understand the importance of customer experience and can apply CX concepts to issue resolution on the Qualtrics community, providing outstanding customer service in each and every interaction
• You have outstanding project management skills and can easily and effectively manage projects to completion on time, exceeding expectations each and every time

How You’ll Grow

• You will gain hands-on experience managing one of the SaaS industries most successful and popular online communities
• You will be challenged to create unique,engaging and creative content for an audience of millions, designed to enable long-term customer success with Qualtrics products and services 
• You will have the opportunity to help craft our international XM Community strategy to ensure growth in every geo we serve
• You will master advanced instructional design methodologies that will serve you throughout your career in tech
• You will gain entry into the in-demand world of SaaS brand communities by working in one of the most successful and award-winning brand communities on the market today

Things You’ll Do 

• Writing and delivering community-related content/copy (including XM Community posts in the form of announcements, XM Community news, Community event descriptions, email copy and social posts for cross posting back to the Community) designed for varying audiences (eg., new members vs established members)
• Periodically submitting marketing campaigns to social and email teams, “owning” this process from start to finish, ensuring campaigns are delivered on time and to spec
• Growth marketing strategic initiatives and planning in tandem with the Head of Community and Community team, designed to drive Community membership and engagement
• Daily XM Community moderation and customer engagement: Reviewing recent posts, flagging issues or problematic posts for escalation and resolution to the Head of XM Community, occasionally owning customer escalations and filing clinic tickets for customers, communicating with and engaging with members on the Community where necessary, removing spam, and liaising with our platform vendor on an as-needed basis with platform improvement or bug notifications. Moderation duties also include industry group moderation on the Community. 
• Monthly participation in our Community Connect virtual event series – this may look like assistance with event scheduling, moderation, enrollment assistance or even leading an event, depending on comfort level
• Coaching internal Qualtrics team members from other teams on Community best practices and policies
• Working in tandem with the Head of XM Community to assist in the management of the Rank and Rewards process, as well as the Evolve product idea portal
• Two-Minute Tips: This role is responsible for the complete production of our weekly Two-Minute Tips video and post series – a customer enablement program designed to facilitate platform expertise
• Getting Started Mondays: This role is responsible for the complete production of our weekly Getting Started Mondays community posts – a customer enablement program designed to facilitate platform expertise
• Special projects on an as-needed basis and assigned by Head of XM Community

What We’re Looking For On Your Resume

• 1 - 3 years in online community experience (participating in online communities, groups, forums that are community-oriented and feature user-generated content beyond basic social media posting)

What You Should Know About This Team 

The XM Community is one of Qualtrics’ most successful self-serve digital resource offerings for Qualtrics customers. The XM Community connects our global network of customers with their peers around the world, and allows for solution sharing, the exchange of best practices for both product use and theoretical XM expertise, as well as quick help for “how-to” platform questions connected to the entire suite of Qualtrics product offerings. Our community of members is comprised of Qualtrics customers of every license type, spend level and professional seniority.

With well over 4MM pageviews each year and 35K+ registered members, the Qualtrics XM Community counts some of the most prolific and advanced Qualtrics customers in their fields among its ranks, with a combined expertise across business, technology, and academic industries, to name a few. The XM Community is open to expert and novice users alike, and is a forum to discuss the projects that drive them, trade tips and tricks, and to enable networking with other customers. The shared knowledge exchanged on the XM Community allows for everyone’s success with the Qualtrics product suite.

In the world of online brand communities, the Qualtrics XM Community is one of the tech world’s most respected and admired peer-to-peer communities. For those looking for a career in online community management, content marketing, enablement program management, digital success or similar, this is a unique opportunity to join one of the world’s most exciting brand communities, and work alongside one of the industry’s most well-known community leaders.

See the XM Community in action here.

Our Team’s Favorite Perks and Benefits 

• Wellness reimbursement - up to the value of MXN 6,250 per quarter can be reimbursed for a variety of wellness activities
• Allowances for meals, groceries, and more
• We take pride in our office design aiming at fostering creativity
• We believe in sharing Qualtrics' success which is part of the compensation for all employees

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

​​​​Applicants in the United States of America have rights under Federal Employment Laws: Family & Medical Leave Act, Equal Opportunity Employment, Employee Polygraph Protection Act

Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.

Qualtrics Work Experience - As we look to the future, we believe that our teams are better together. Being together will help us learn more, grow faster and ultimately deliver better results for our customers and Qualtrics. Roles tied to an office location work 4 days per week in the office together and 1 day from home, with a strong spirit of flexibility around taking time for personal, health, and family moments in our work weeks. Our managers work with their teams to create a collaborative, engaged work environment, and arrangement that works for each of our team members.

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