Reddit is a community of communities. It's built on shared interests, passion, and trust and is home to the most open and authentic conversations on the internet. Every day, Reddit users submit, vote, and comment on the topics they care most about. With 100,000+ active communities and approximately 82M+ daily active unique visitors, Reddit is one of the internet's largest sources of information. For more information, visit redditinc.com.

We are seeking a dynamic and experienced Senior Manager to lead our Scaled Support team. This role is pivotal in ensuring the satisfaction, engagement, and retention of our global community members at scale. The Senior Manager will oversee a team responsible for delivering exceptional community support, nurturing relationships, driving innovation of our operations and tool stack, and continuously improving products/services within our community.

Key Responsibilities:

Strategic Leadership: Develop and execute the strategy for scaled community support, aligning with overall company goals and community needs.
Team Management: Lead, mentor, and inspire a team, fostering a culture of excellence, collaboration, and innovation.
Operational Excellence: Establish and optimize processes for efficiently managing a large volume of community interactions across languages and time zones, ensuring high levels of satisfaction and retention.
Metrics and Reporting: Define key performance indicators (KPIs), regularly measure and report on the effectiveness of our support platforms and operations, and analyze data to make data-driven decisions.
Budget and Procurement: Manage costs and continuously optimize spend across multiple resource areas.
Cross-functional Collaboration: Work closely with PMM, Product, Engineering, and Safety teams to advocate for community needs, communicate feedback, and ensure a seamless customer journey.
Community Advocacy: Advocate for the community internally, championing their interests and influencing decisions that impact their experience.
Continuous Improvement and Innovation: Drive initiatives to improve the scalability, efficiency, and impact of community success operations and initiatives, leveraging technology and automation where appropriate.

What We Can Expect From You:

8-10+ years of experience in online community support, customer success, product operations, or related fields, with at least 5+ years in a leadership and management role.
Proven track record of successfully managing, growing, and retaining a large-scale, diverse customer-base.
Expertise managing remote, geographically-distributed teams.
Exceptional leadership and communication skills, with the ability to build and motivate teams, influence cross-functional stakeholders, and adapt to changing business needs.
Strong analytical abilities with experience in using data-driven insights to inform decision-making.
Experience working with customer support, success, and analytics software platforms (Zendesk and Salesforce are a plus).
Experience overseeing budgets, vendors and procurement processes.
Experience working in a fast-paced, high-growth digital environment is preferred.
Passion for understanding customer needs and delivering exceptional customer support and experiences.

Bonus Points:

Experience implementing and optimizing AI tools, Chatbots, and other synchronous support tooling.

Pay Transparency:

This job posting may span more than one career level.

In addition to base salary, this job is eligible to receive equity in the form of restricted stock units, and depending on the position offered, it may also be eligible to receive a commission. Additionally, Reddit offers a wide range of benefits to U.S.-based employees, including medical, dental, and vision insurance, 401(k) program with employer match, generous time off for vacation, and parental leave. To learn more, please visit https://www.redditinc.com/careers/.

To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including, skills, depth of work experience and relevant licenses/credentials, and may vary from the amounts listed below.

The base pay range for this position is:
$176,700-$247,400 USD

Reddit is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at ApplicationAssistance@Reddit.com.

Summary
Company name: reddit
Remote job title: Senior Manager, Scaled Community Success
Job tags: Zendesk, data driven, analytics