Host Community Success Manager

Job Description

Build and execute a world-class success strategy that recognizes, inspires, educates, and supports our community of event hosts.

We are looking for a proven and passionate expert to build and execute a world-class community success strategy. Accountable for increasing host engagement and deriving maximum value from community feedback, you will develop efficient communication channels and high impact resources. You will oversee the creation of promotion and onboarding materials, event templates, email collateral, in-product notifications, as well as launch new initiatives like design thinking sessions or webinars. This position requires a community-first mindset, outstanding communication skills, and a strong understanding of how to create systems and content that will support and engage language learners of all levels around the globe.

Responsibilities :

• Help set the long-term vision for host success, focusing on developing engaged, creative, empowered, and effective event hosts
• Report and drive critical metrics that capture health, activity, and engagement, as well as productivity and performance
• Champion the voice of the host by setting up processes that gather and deliver actionable product feedback
• Maintain expertise in our community events platform, including system design, analytics, and administration
• Ensure hosts have the information they need to be successful on the platform when they need it
• Develop assets and toolkits tailored toward various host segments that inspire, educate, and support our hosts
• Create content to improve user experience, increase feature adoption, and decrease contact volume
• Write user interface content, product marketing materials, emails, help center articles, and support macros
• Build and manage editorial calendar and communication channels, implement and advocate for best practices and cadence
• Stay at the forefront of industry trends and network with peers in digital care to benchmark, understand, and create a best in class host community

Requirements

• 5+ years of community management, customer service, or product marketing experience
• Passion for developing people, relationship management, problem-solving, and identifying growth opportunities
• Outstanding English communication skills and knowledge of at least one other language
• Comfort and familiarity with handling real-time issue mitigation and “breaking” news; willingness to jump in on last-minute announcements or issues that crop up
• Ability to analyze and prioritize community feedback and translate into clear user stories, product requirements and growth strategies and tactics
• Data driven decision-making
• Excellent people, project, and online event management skills
• Ability to travel to Duolingo's Pittsburgh, PA headquarters every quarter

Exceptional candidates will have:

• Experience working with product, design and engineering teams in a fast-paced tech organization
• High proficiency in multiple languages and extensive experience living abroad
• Experience building and scaling a customer support team
• Expertise in HTML, CSS; JavaScript