Online Community Manager

As one of the world’s leading cybersecurity firms, we protect millions of organizations from evolving digital threats. Our success depends not only on cutting-edge technology but also on empowering customers with knowledge, support, and collaboration. Our online community plays a critical role in achieving this mission — and we’re looking for a skilled Community Platform Manager to take it to the next level.

We are seeking an experienced Online Community Manager who thrives in fast-moving environments and wants to make an immediate impact. This role is ideal for someone who is both strategic and hands‑on — capable of running daily operations while also contributing to shaping the community’s long‑term value. Working closely with a small, collaborative team, you’ll drive the day-to-day management of our global customer community and search platforms.

Responsibilities

• Daily operation and management of community platform and associated technologies
• Lead day-to-day engagement with external vendors and consulting partners for issue and defect resolution as well as platform expansion and maintenance
• Use community analytics to provide insights into usage and opportunities for improvement
• Uncover improvements which can be made within our Support Offering (KB, Search, Community)
• Provide relevant reports to teams as required
• Ensure the community meets both the needs of the customer (Solve issues and Creating engagement) and Fortinet (Raise Awareness and Drive Self Service)
• Identify key metrics and ensure improvements are measurable

Key Skills & Attributes

• Exceptional program management track record
• Desire to work with data, systems, processes and people (internal and external)
• Experience with online community, federated search, web development, editing and content management
• Experienced communicator – Creative concepts, strong writer, skilled presenter
• High proficiency and experience with MS Office Suite (Word, Excel, PowerPoint, etc.)
• Ability to proactively identify issues and coordinate resolutions across internal and external stakeholders
• Ability to thrive in a dynamic and fast-paced environment
• Flexible, team-oriented, collaborative work style and a positive attitude are required
• Ability to complete tasks with a high degree of accuracy utilizing strong analytical and organizational skills
• Must demonstrate the ability to integrate work across relevant areas, manage information and provide exceptional service to internal stakeholders.
• Creative problem-solver

Experience & Education

• Minimum two years in community management, data analysis, process improvement, federated search, support operations, or equivalent. Desired 5-8 years of experience in the enterprise hardware / software industry.