Community Program Manager
Posted Apr 19
The GitHub Community Forum is such an important part of who we are as a company. It’s a place where members build networks, learn from each other, give valuable insights to the company, and so much more. The Community Engagement team’s focus is all about supporting the community, developing and launching new community programs, measuring the success of these programs, and doing it all at scale. We’re primarily focused on the Community Forum (community.github.com) and support teams across Communities and Customer Success.
GitHub is the home for all developers. We’re seeking a customer-first program manager that’s passionate about helping these developers at scale by designing connected experiences that enable a thriving community. This role will specifically focus on recognition strategy & execution (top-contributor programs, leaderboards, badges, skills challenges, etc.), working closely with our partners in DevRel, Education, Product Operations, and Customer Success.
We’re looking for an experienced program manager to focus on developing targeted programs that increase customer engagement on our platform. You will work with the community managers, community operations, executive leadership, and the data team, to operate key routines and meaningfully improve how we serve our customers in the GitHub Community. Your job will be to build a tight recognition program with our partner teams, deliver routine & scalable processes, understand how they could improve, and then prioritize and execute that plan.
You will own multiple cross-functional community recognition programs, working in alignment with leaders across the department and organization with a focus on data-driven campaigns that scale the impact of the GitHub Community.
What You’ll Do
- Help execute on the community platform strategy, roadmap, and success metrics.
- Build & execute on a recognition program strategy for leaderboards, badges, and top-contributors, aligned to related programs across GitHub
- Moderate, listen, and engage regularly with our top contributing community members, providing them with any support and resources they need.
- Support and execute on a community content strategy.
- Partner with Community Managers to:
- Manage the community top contributor program
- Measure, analyze, update and track community data related to the category leaderboards. Regularly report on findings & observations
- Actively participate in the forum, promoting your programs and increased engagement
- Manage all internal and external community documentation related to recognition
- Create and update community onboarding and offboarding processes.
What We’re Looking For
Community & Customer Support Experience
- Passion about being a community and customer advocate. You understand why customer voices are so important and thrive in finding innovative ways to support them.
- Fantastic interpersonal skills, a great listener, and is extraordinarily empathetic.
- Willingness to go the extra mile to serve our customers.
- Being successful in this role will require you to excel at both internal and external communication.
- A strong sense of empathy you are attuned to hear the question behind a question
Program Management Experience
- 2-3+ years of experience in program management, end-user support, sales, marketing, or product design and development
- Experience working with a developer community.
- Experience working with various online community platforms and tools
- Excellent problem-solving skills and the ability to pick up new tools quickly you might not know all the answers but you know how to find and communicate challenges
- Strong written and verbal communication and presentation skills
- Strong aptitude for analytical thinking, disciplined problem solving, and data analysis skills
- You believe in data-driven solutions and cross-company collaboration.
- Flexibility and adapting quickly when priorities change.
- An incredibly organized master multitasker.
- Self-driven and able to deliver on projects
General Professional Experience
- GitHub experience is strongly preferred
- Three (3) or more years in customer service, customer support, customer success, or a technical discipline preferred
- Experience working in a SaaS industry preferred
- Ability to work across multiple organizations to identify and execute solutions
- Excellent oral and written communication skills including the ability to clearly communicate recommendations and solutions plainly with customers and stakeholders
- No degree requirements for this role
(Colorado only) Minimum salary of 73,500 to maximum 156,000 + bonus + equity + benefits.
>Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired in Colorado.
Who We Are:
GitHub is the developer company. We make it easier for developers to be developers: to work together, to solve challenging problems, and to create the world’s most important technologies. We foster a collaborative community that can come togetheras individuals and in teamsto create the future of software and make a difference in the world.
Leadership Principles:
Customer Obsessed - Trust by Default - Ship to Learn - Own the Outcome - Growth Mindset - Global Product, Global Team - Anything is Possible - Practice Kindness
Why You Should Join:
At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. We've designed one of the coolest workspaces in San Francisco (HQ), where many Hubbers work, snack, and create daily. The rest of our Hubbers work remotely around the globe.
We are also committed to keeping Hubbers healthy, motivated, focused and creative. We've designed our top-notch benefits program with these goals in mind. In a nutshell, we've built a place where we truly love working, we think you will too.
GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!
Please note that benefits vary by country. If you have any questions, please don't hesitate to ask your Talent Partner.
Misc Info For This Position:
Remote Mix: 100% Remote
Position Level: Manager
Job Type: Full-Time
Regional Restrictions: USA Only
