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 mic 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 5,000 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 Experience Community, one of Qualtrics’ most successful online digital success resources for Qualtrics customers. For this role, it’s crucial that the applicant has solid community management experience, as well as a working understanding of brand community 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 written voice must convey a positive, professional, solution-oriented and friendly tone. Do you enjoy being creative? This role also demands a solid working knowledge of Figma, as well as other design tools such as Canva, Photoshop, and more.

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 product 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
• You are able to maintain style and branding guidelines so that everything we communicate verbally or visually is aligned with both Community and Qualtrics guidelines.

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 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 Experience Community posts in the form of announcements, 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” these processes from start to finish, ensuring campaigns are delivered on time and to spec
• Execute growth 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.
• Assisting with the maintenance and success of our Rank and Rewards program, our Experience Community’s gamification system (this could look like planning new merch, assisting with issues arising on our online merch store, liaising with vendors, and more).
• Coaching internal Qualtrics team members from other teams on Community best practices and policies
• Video enablement programs: This role will be committed to assisting with the production of our weekly Two-Minute Tips video and post series as well as other video content initiatives on the Experience Community
• Community platform administration: You will be responsible for assisting with overall platform administration, whether that means helping to implement new features, assisting with content and member moderation, troubleshooting platform issues, and reporting issues and bugs to the vendor on an as-needed basis
• Special projects on an as-needed basis and assigned by Head of XM Community (such as assisting with API work connected to our customer Rank and Rewards program, vendor relations and management, and more).

What We’re Looking For On Your Resume

• 1 - 3 years in online community management experience (as an admin for online communities, groups, forums that are community-oriented and feature user-generated content beyond basic social media posting).
• Strong preference will be given to candidates who have managed communities on the Gainsight/inSided community platform.

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 page views each year and 40K+ registered members, the Qualtrics Experience 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 Experience 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 Experience Community allows for everyone’s success with the Qualtrics product suite.
• In the world of online brand communities, the Qualtrics Experience 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 a dynamic and international group of Community leaders.
• See the XM Experience Community in action here.

Our Team’s Favorite Perks and Benefits

• Workspaces: We have quiet spaces to take a call or for deep thinking, and other spaces dedicated to collaboration
• Wellness Reimbursement: This can be put toward wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
• Q Mentor Program: Looking to grow in your career? Get matched with a mentor inside Qualtrics to get meaningful coaching from someone outside your team.
• Experience bonus to be used for an “Experience” of your choosing every year.

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.   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.   Not finding a role that’s the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more. No spam - we promise! You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.

For full-time positions, this pay range is for base per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer. Full-time employees are eligible for medical, dental, vision, life and disability, 401(k) with match, a wellness reimbursement, mental health benefits, and an experience bonus. For a detailed look at our benefits, visit Qualtrics US Benefits.

Washington State Annual Pay Transparency Range$83,500—$158,000 USD