Online Community Manager

This is a remote position that can be based anywhere in the United States or Canada. The Calix Community Team’s vision is to grow the most comprehensive broadband knowledge sharing platform in the world. We are looking for an Online Community Manager to help with community moderation and program execution. Reporting to the Senior Manager, Community you will be responsible for moderating the Calix Community, helping our members to feel safe, valued & heard. You will also be helping with internal operations - think Community documentation/knowledge management. The ideal candidate has experience in community moderation. You will be accountable for upkeeping the Calix Community in a way that furthers our community’s mission: To be the digital destination for Calix customers to discover Calix resources and each other - simplifying the journey to innovative always-on customer resources to help our customers grow.Responsibilities and Duties Community Moderation:Moderate the Calix Community. Monitor community posts and address important conversations in real-time through engagement, escalation, or documentation. Review Community content that has been triggered by internal systems or flagged by users to ensure the content adheres to established community guidelines and policies Analyze and carry out existing policies and community guidelines to ensure consistency with Calix’s values and business strategy. Share reports on relevant moderation statistics, issues and outcomes. Helping community members discover opportunities and products that we provide.  Generate insight into community performance and improve. Serve as subject matter authority and escalation point for investigations, disputes, and communications for policy issues. Keep informed of evolving trends in platform abuse, abuse tactics, regulatory requirements, and industry standards. Create an excellent community support experience, maintaining healthy communication and timely engagement with our customers. Collaborate with Internal Stakeholders to help discover programs or tactics to achieve business goals. Operations & Internal Communications: Collect & share community-related insights. Maintain the Community Documentation for both internal stakeholders and the Community Team. New Feature Request Program: Continue and iterate the NFR program. Help develop & report success metrics. QualificationsExperienced (3+ years) in community moderation or similar. Curious about, or knowledgeable of, the telecom industry. Driven and autonomous. Adaptable and able to pivot quickly. Brings positive energy to each interaction. Attentive to detail. Obsessed with member experience. Excellent written and verbal communication skills. Working operational knowledge and understanding of online community platform moderation tools (Forums, Blogs, Photo Uploads, Commenting etc.) Experience with the following platforms a plus: Microsoft Office Suite, Salesforce Experience Cloud, JIRA, Confluence. #LI-RemoteCompensation will vary based on geographical location (see below) within the United States. Individual pay is determined by the candidate's location of residence and multiple factors, including job-related skills, experience, and education.For more information on our benefits click here.There are different ranges applied to specific locations. The average base pay range (or OTE range for sales) in the U.S. for the position is listed below.San Francisco Bay Area Only:89,900.00 - 135,000.00 USD AnnualNational Major Cities plus, CA, CO, NY Metro area:78,200.00 - 117,400.00 USD AnnualRegional plus NY:70,400.00 - 105,700.00 USD Annual