Global Community Manager

hace 1 día


Tlaquepaque, Jalisco, México Hewlett Packard A tiempo completo
  • Job Summary

Responsibilities:

  1. Oversee the English support community for Hewlett Packard, ensuring seamless customer interactions and experiences.
  2. Implement quality management strategies to enhance community engagement and service levels, leveraging AI-powered tools for insights and analysis.
  3. Conduct comprehensive audits of community interactions, identifying gaps in content and knowledge base articles, and collaborating with subject matter experts to create and refine content.
  4. Review and optimize knowledge base articles, working with NLP AI recommendations to improve user experience and self-service capabilities.
  5. Develop listening dashboards to gather insights and feedback, perform competitor analysis, and drive strategic improvements based on data.
  6. Lead training programs within the community team to familiarize them with new platform features and automation tasks.
  7. Conduct periodic random tests to ensure the community platform is optimized for various devices and regions, addressing accessibility issues to enhance user experience.
  8. Amplify community content through syndication, making it accessible across searches with SEO and promotional banners.

Qualifications:

  1. Graduate degree in Engineering or non-engineering with relevant experience.
  2. Over 8-10 years of total experience, with at least 3-4 years in Product & service roles supporting Printing/PC customers.
  3. Strong knowledge of HP products and policies is a plus.

Knowledge, Skills, and Certifications:

  1. Strong ability to extract strategic insights from large data sets.
  2. Desire and ability to collaborate with business partners across multiple geographies.
  3. Experience in Project management and customer service industry is a plus.
  4. Community Engagement and Gamification.
  5. Communication Strategy.
  6. Privacy Compliance and audits.
  7. Social Media ROI & Social Listening.
  8. Strategic Roadmaps.
  9. Change Management.
  10. Operations Management.
  11. Customer Relationship Management.
  12. Data & Root Cause Analysis.
  13. Key Performance Indicators (KPIs).
  14. Agile Methodology.
  15. Business Continuity.
  16. Problem Solving and Process Improvement.
  17. Gamification Certification.
  18. Certified Community Manager (CCM).
  19. Certified Change Management Professional (CCMP).
  20. Project Management Professional (PMP).
  21. Social Media Strategist (SMS) Certification.
  22. Power BI Dashboards.

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