JOB SUMMARY:

The Community Specialist is a person who loves variety in their day from: moderating Community discussions and triaging social media questions and inquiries to helping us track and grow customer engagement. This role offers opportunities to create, design, and deliver customer facing materials that are delivered through the Brightspace Community to D2L's global client base.  

Our next Community Specialist takes tremendous pride in their work, loves working collaboratively across multiple teams, and fosters respectful, open, professional communication. A successful Community Specialist must have strong writing, inter-personal, project management, and process implementation skills.  

HOW WILL I MAKE AN IMPACT?

Monitor, respond to, and triage customer questions through various types of social media
Identify key Community contributors (internally and externally) to develop Engagement Programs 
Leading project tasks to completion and according to defined timelines
Use a variety of business tools to assess and propose data informed actions to support Community health and engagement
Evaluate and contribute to design of customer journey map informed Community experiences 
Develop learning resources across a variety of Community managed spaces

WHAT YOU'LL BRING TO THE ROLE:

Competencies:

Corporate Communications (Internal and External)
Community Engagement
Project Management
Data Analysis
User Experience Design
Working Collaboratively
Knowledge Management

Skills

Corporate Communications: Ability to engage with internal and external stakeholders through verbal and written (professional and social), Video/Graphic communication
Delivering Online and In Person Presentations
Community Engagement: Customer Service
Promotion/Participation in Online Events
Identification of customers at risk/prospective customer spotlights
Triaging customer needs gathering documentation and referring to Account Team members as needed
Project Management Effectively manages and communicates time via tracked project phases
Designing Project phases to support Community OKRs
Executing on the delivery of Community Projects
Data Analysis Use a variety of inputs to gather and synthesize data on key Customer & Internal Stakeholder Engagement Questions
Design and facilitate User Experience Testing
User Experience Design Connects with Customers and Colleagues across D2L to review Community Experiences designed by vertical and role to identify opportunities and improve upon navigation and interaction workflows
Design and facilitate User Experience Testing
Working CollaborativelyUtilizes key data points across user management systems to identify opportunities to support customers connecting with their account team
Ability to adapt and positively contribute to changing business needs
Demonstrates initiative to identify gaps, communicate impact, and execute on process improvements
Knowledge Management: Create and maintain Community/Learning Center/ Tweet related documentation and content
Respond to and triage knowledge requests delivered to Community Inbox and Slack channels

Thanks for reading the full job profile – hope you are now ready to apply! We are excited to meet you.

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Community Specialist

Community Specialist