Senior Community Systems Manager

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 will 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 Search Unify. They will work closely with our Senior Community Manager and soon-to-be-hired Community Developer (under IT). This person will manage and groom updates or changes to community software, ensuring best practice adherence and keeping the team up to date on new features and workflows.

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, learning.

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

What We Offer

• 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 health, 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.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.