• TripAdvisor provides a unique, global work environment that captures the speed, innovation and excitement of a startup at a thriving, and well-established industry brand.
  • Here you will be part of a dynamic, fun, and energetic team where you can immediately make meaningful contributions.
  • We are seeking a Community Manager, who will be responsible for maintaining and innovating upon one of the world's leading traveler forums.
  • This role will be responsible for setting and implementing policies to help facilitate a productive user community for trip planning and travel related discussions.
  • If you’re quick on your feet, enjoy the complexities of working in an online environment, and have experience managing a large, vibrant online community, we’d like to talk to you!

Responsibilities:

  • Develops, implements and manages global enforcement of content policies related to TripAdvisor forums
  • Manages and coaches four to five forums team members - including conducting annual performance reviews and regular calibration discussions
  • Works with Public Relations and Legal, advising on TripAdvisor forums team decision making and policies
  • Capable of conducting independent data analysis to inform decisions and improve operational processes.
  • Innovates on building a world-class online community for travelers
  • Coordinates with product manager and technical team to develop and improve forum experience and internal toolset
  • Troubleshoots technical issues and interfacing with engineers to ensure resolution
  • Creates detailed guidelines and templates to support consistent forum moderation across a large team of content moderators.
  • Reports on operational performance and metrics; develops action plans for improvement as necessary.
  • Provides relevant and timely feedback to leadership team

Qualifications:

  • Bachelor’s degree
  • 3-6 years of experience managing an online community
  • 3-6 years people management experience
  • Proficiency in problem solving / analytical thinking
  • Experience with a CRM system, Salesforce a plus
  • Ability to learn new tools and skills quickly
  • Customer support experience a plus
  • Strong time management/prioritization skills, flexibility and multi-tasking ability
  • Strong verbal and written communication skills
  • Experience working in a fast-paced Web environment with Web-based tools
  • Excellent people skills and the ability to resolve user issues diplomatically
  • Ability to maintain and expand a loyal online community
  • Good knowledge of Microsoft Office products, particularly Excel
  • Ability to use SQL to create queries a plus

TripAdvisor is an Equal Opportunity Employer

***This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization. ***

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