Community Manager, Product Marketing [SK-12993]

About the role

Join a dynamic Global Organic Social team at a leading global platform that connects millions of users to their favorite content and creators. This innovative company is at the forefront of digital entertainment, dedicated to building authentic connections and shaping culture through compelling storytelling and user-centric product development. You will shape how this beloved brand interacts with its audience, directly influencing brand perception and fostering genuine connections that resonate with millions globally.

This is an incredible opportunity to drive product-focused community engagement across diverse social channels, transforming real-time conversations into impactful engagement strategies and richer product narratives. You will be the voice of the brand, making a tangible impact on how users perceive and interact with the platform’s offerings.

Responsibilities

• Own day-to-day product-focused engagement across major social platforms, with expanding responsibility as the team grows.
• Monitor and analyze user conversations, tracking praise, confusion, feature requests, criticism, and cultural moments related to products and experiences.
• Represent the brand thoughtfully, exercising strong editorial judgment to determine when to engage, acknowledge, or escalate conversations.
• Build scalable engagement systems, including product watchlists, engagement logs, and comprehensive response banks with approved messaging for recurring questions and sensitive topics.
• Support editorial strategy by feeding recurring themes, customer language, and insights into the content calendar to inspire explainers, social content, and product storytelling.
• Partner cross-functionally with Product, Marketing, Social Strategy, PR/Communications, Legal, Customer Support, and Social Listening teams to ensure consistent messaging and appropriate escalation paths.
• Help coordinate community-driven programming, including product updates, feature discussions, and interactive sessions.
• Leverage social listening by combining qualitative community insights with quantitative sentiment data to identify trends, risks, and opportunities.
• Establish best practices, documenting effective engagement examples, reviewing quality, and continuously improving workflows and response strategies.

Requirements

• 5+ years of experience in community management, social engagement, editorial social media, or a related role supporting consumer technology, entertainment, or media brands.
• Deep experience managing brand engagement across major social platforms, with a strong understanding of platform culture and community behavior.
• Exceptional editorial judgment, capable of making thoughtful, real-time decisions about brand engagement, tone, and escalation.
• A product and brand storytelling mindset, passionate about understanding user behavior and translating community conversations into meaningful content opportunities.
• Proficiency in social listening and sentiment analysis, comfortable identifying trends, recurring themes, and actionable insights.
• Proven ability to develop scalable systems such as response libraries, watchlists, editorial guidelines, and engagement workflows.
• Strong cross-functional collaboration skills, with experience partnering across various departments while balancing independent decision-making with appropriate escalation.
• Excellent written communication skills, able to craft messages in a conversational, authentic brand voice that is human, credible, and culturally aware.
• High-stakes judgment, comfortable navigating ambiguity, assessing reputational risk, and exercising discretion during fast-moving conversations.

Nice-to-Have Qualifications

• Experience supporting consumer technology products or SaaS platforms with strong product marketing partnerships.
• Background in entertainment, music, streaming, or creator-focused brands.
• Experience developing editorial guidelines, brand voice documentation, or response frameworks.
• Familiarity with social listening platforms and sentiment analysis tools.
• Consumer product marketing experience.
• Strong understanding of online culture, emerging social trends, and what authentic brand engagement looks like in today’s social landscape.

Benefits

• Health benefit contributions
• Retirement plans with match
• Flexible spending accounts