Senior Program Manager - Community

Job Requisition ID #

Position Overview

We’re looking for a Senior Community Program Manager to lead strategic initiatives that strengthen how our global customer and internal communities connect, learn, and grow together. In this role, you’ll oversee the planning and delivery of programs that empower customers to self-serve, share expertise, and engage meaningfully across digital and in-person spaces.

You’ll partner closely with Product, Customer Success, Marketing, and Data teams to align community strategy with business goals, deliver measurable outcomes, and foster a culture of collaboration and customer advocacy.

This role requires a balance of strategic vision, operational discipline, and strong relationship-building skills. Location is flexible.

Responsibilities

Program Strategy & Leadership

• Design, launch, and manage large-scale community programs that drive customer engagement, product adoption, and retention

• Translate strategic objectives into actionable roadmaps and measurable outcomes

• Oversee the lifecycle of programs—from concept through delivery and iteration—ensuring they meet scope, budget, and impact targets

• Partner with analytics teams to define KPIs and success metrics that demonstrate community and business value

• Drive a culture of experimentation and continuous improvement across community initiatives

Stakeholder Collaboration

• Build and maintain trusted relationships with cross-functional partners including Product, Marketing, and Customer Success

• Align program goals and execution across global regions and diverse audiences

• Influence stakeholders at all levels through clear communication, data-driven insights, and well-structured storytelling

• Champion the voice of the community internally, ensuring user feedback informs decisions and priorities

Operational Excellence

• Implement scalable processes, governance, and tooling for program tracking, reporting, and communication

• Identify dependencies and risks early, proposing data-backed solutions to keep programs on track

• Leverage technology and automation to increase efficiency and consistency across community operations

• Drive transparency through structured reporting, dashboards, and executive updates

Community Engagement & Enablement

• Partner with Community Managers to foster active participation and peer-to-peer support in community channels

• Develop frameworks and playbooks that enable teams to deliver consistent, high-quality community experiences

• Collaborate with the Community Leadership team to plan and deliver program messaging across multiple touchpoints (email, events, Slack/Teams, newsletters, etc.)

• Represent the Community organization in internal forums and external events, articulating impact and vision with clarity and enthusiasm

Leadership & Mentorship

• Mentor and guide Community and Program Managers to strengthen program execution and collaboration skills

• Promote accountability, and innovation within the team

• Model inclusive leadership that respects global and cultural diversity across community audiences

Minimum Qualifications

• Proven success designing and delivering scalable programs that drive measurable engagement, adoption and business value

• Exceptional communication skills—able to translate technical detail into compelling, business-aligned narratives

• Strong stakeholder management and influencing skills across all levels of an organization

• Proficiency in program management and collaboration tools (e.g., Asana, Airtable, Quip, or similar)

• Deep understanding of digital communities, online engagement strategies, and customer experience design

• Strong analytical mindset with the ability to interpret data and translate insights into action

• Ability to travel occasionally for team meetings, events

• BA/BS degree or equivalent experience.

• 5+ years in program or community management within a large, cross-functional, or global organization.

The Ideal Candidate

• Are passionate about connecting people, ideas, and innovation

• Thrive in fast-moving, ambiguous environments where collaboration drives results

• Love transforming insights into scalable, human-centered solutions

• Have a growth mindset and a “fail fast, learn faster” appr