Community & Digital Programs Specialist (Guadalajara or Mexico City)

You may occasionally be required to travel for business

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Description and Requirements

Hybrid: #LI-Hybrid

ABOUT BMC

BMC empowers the world's leading enterprises to thrive as Autonomous Digital Enterprises. We are looking for a data driven Community & Digital Customer Experience Specialist to grow and nurture our customer community while supporting the digital programs that drive engagement, adoption, and customer success.

The role has two connected areas of focus. The majority of the role is Community execution: platform operations, moderation, content, engagement activities, analytics, and delivery of our four strategic Community initiatives. The remainder provides execution support across digital customer experience programs, giving you visibility into the broader customer journey and how Community fits into BMC's digital strategy.

What You'll Do

Community Execution

• Run day-to-day platform operations and manage the Community backlog with IT to deliver enhancements end to end.
• Execute Community initiatives, tracking progress and outcomes against defined measures.
• Design and deliver engagement programs such as campaigns, challenges, webinars, AMAs, and virtual events, and nurture champions, advocates, and MVPs.
• Create and curate community content including blogs, announcements, knowledge articles, newsletters, and event content, partnering with Marketing,

Product, Customer Success, and Support.

• Moderate forums and social channels, respond to questions and escalations, and uphold community guidelines and inclusive experience.
• Report on community health and engagement metrics and act as the voice of the customer by surfacing recurring issues and trends.

Digital Programs Support

• Support planning and execution of digital customer engagement campaigns across customer touchpoints, coordinating content, audiences, and timelines with cross functional stakeholders, and connecting Community programs to these campaigns.
• Support communications, content, and engagement activities for the MyBMC customer portal adoption campaigns to increase customer awareness, adoption, and usage.
• Track engagement and adoption metrics across the BMC Community and MyBMC, maintain dashboards, and turn findings into clear recommendations for stakeholders.
• Partner with Product Management, Customer Success, Support, Marketing, and Sales to align Community and digital initiatives with business objectives.
• Share customer feedback, feature requests, and engagement insights, and support launch readiness for new products and digital experiences.
• Use tools such as ChatGPT, Microsoft Copilot, and Claude to accelerate content creation, research, analysis, and program execution, applying human judgment and quality checks to all outputs.
• Identify practical opportunities to apply AI, automation, and other efficiency toolsets to Community and digital customer experience processes.

Required Qualifications

• Bachelor's degree in Marketing, Communications, Business, Computer Science, or a related field.
• 5+ years in online community management, customer marketing, digital engagement, customer success, enablement, or program management.
• Proven experience executing digital or community programs end to end, from planning through measurement.
• Hands on experience using tools such as ChatGPT, Microsoft Copilot, or Claude in daily work.
• Strong written and verbal communication skills, with the ability to create content customers value.
• Data driven mindset with the ability to translate metrics into clear recommendations.
• Strong project management and prioritization skills in a fast moving, cross-functional environment.

Preferred Qualifications

• Experience with community platforms such as Salesforce Experience Cloud (preferred), Higher Logic, Discourse, or Gainsight.
• Experience supporting technical, developer, SaaS, cloud, AI, or IT operations software communities.
• Experience with customer portals, digital experience platforms, or digital adoption campaigns.
• Familiarity with digital and customer journey analytics, dashboards, social listening, or customer feedback management.
• Demonstrated examples of applying AI and automation solutions in a previous role to automate a process, analyze information, create content, or improve a customer experience.

What Success Looks Like

• Community engagement and participation grow through targeted programs, and strategic initiatives are delivered on plan.
• Customers have consistently positive and valuable experience in the BMC Community.