Ready to be a Titan?
The ServiceTitan Customer Experience department is looking for a Senior Community Systems Manager to join our growing team. This person will report to the Senior Customer Community Manager and have immediate impact on the ServiceTitan community platform administration, operations, and development projects.
The Senior Community Systems Manager will own front-end management and administration of Khoros, Grazitti and SearchUnify. They will work closely with our Senior Community Manager and our soon-to-be-hired Community Developer (under IT) . This person will manage and groom any updates or changes to community software, while ensuring best practice adherence and keeping the team up to date on all new features and workflows available in the systems or conversely change management if our current workflow usage is being changed by the software brands.
What You'll Do:
Own the overall operation and quality of the community technology stack
Scope, implement, manage, and maintain initiatives to improve the ServiceTitan community platform and customer experience
Collaborate with technical teams around the company to ensure seamless experiences between the community and other products
Work closely with the IT Product Manager on technical improvements to the community, by defining requirements, establishing milestones, overseeing progress, defining testing criteria, and ensuring quality
Manage complex cross-functional technical projects
Create documentation to support business processes and community programs
Manage the intake process to launch new community programs/areas and the community support queue (Salesforce)
Creating standard and ad hoc reports on community analytics and performance
Communicate and promote new features/functionalities to members with delivery to extend beyond text– eg., video and/or podcasts, live streaming.
What You'll Need:
5+ years of experience growing, nurturing large online communities
Administrative experience with the Khoros Community platform or similar
Some experience in web and application development
Adaptable to working in a very fast paced and changing environment with the ability to prioritize many demands
A keen focus on business process improvement and customer experience
Strong track record in preparing reports with qualitative and quantitative data, insights and analytics, to communicate trends and value of community to stakeholders.
Excellent written and verbal communication skills for both technical and non-technical audiences
Be Human With Us:
Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.
What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:
Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and Founders Club- open to all Titans.
Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 80% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.
Interested? We'd love to connect with you. Apply here.