Digital Community Manager

Responsibilities

• Own and evolve the end-to-end community strategy, partnering closely with the social media team, marketing, product, and customer success to strengthen audience engagement across the digital ecosystem.
• Develop programs to increase engagement, including discussion prompts, gamification, expert sessions, and user-generated content.
• Identify and re-engage inactive users through targeted campaigns and lifecycle programs.
• Define community value propositions and ensure clear differentiation vs. external forums (e.g., Reddit).
• Act as the primary “host” of the community—stimulating conversations, moderating discussions, and ensuring a high-quality experience.
• Respond to user questions or route them to internal SMEs to ensure timely, accurate answers.
• Build and enforce community guidelines and maintain a consistent brand voice.
• Develop and execute a strategy for engaging in external communities (e.g., Reddit, engineering forums) in coordination with the Social Media Team.
• Monitor conversations related to test & measurement, automation, and relevant tools/ecosystems.
• Participate authentically in discussions to provide technical value—not just promotion.
• Identify opportunities to bring external users into owned community experiences.
• Create and curate high-quality community content—including posts, articles, and discussion threads—in partnership with the global creative team and social media team to ensure brand consistency, alignment, and audience engagement across channels.
• Translate complex technical topics into clear, structured, and searchable responses.
• Ensure responses are optimized for discoverability by search engines and LLMs (clear answers, context, keywords, citations where relevant).
• Build scalable content loops (e.g., turning community Q&A into SEO or help center content).
• Launch and manage community programs such as ambassadors, champions, or super users.
• Design recognition systems (badges, leaderboards, featured members) to reward engagement.
• Foster customer advocacy and peer-to-peer technical support.
• Own community KPIs (engagement, retention, response time, deflection, contribution rates).
• Build dashboards and deliver regular insights to marketing, product, and support teams.
• Translate community feedback into actionable product and business insights.
• Cross-functionally collaborate with Product, Support, and Marketing to ensure community is integrated into the customer journey.
• Partner with the Head of Social Media and cross-functional communications teams to align community and social initiatives, share upcoming priorities, and identify opportunities for coordinated engagement and amplification.
• Collaborate on product launches, feedback loops, and customer education initiatives.
• Help scale processes for routing technical questions and surfacing insights internally.

Requirements

• 4–8+ years in community management, social media, or digital engagement roles (preferably in B2B or technical industries).
• Proven experience growing and/or revitalizing an online community.
• Hands-on experience with NI products or the Test & Measurement Industry.
• Familiarity with test & measurement workflows, automation systems, or engineering use cases.
• Strong writing and communication skills (clear, helpful, and structured responses).
• Ability to simplify complex technical topics without losing accuracy.
• Deep understanding of how to drive engagement—not just moderate.
• Data-driven mindset with experience tracking and optimizing community metrics.
• Familiarity with community platforms (e.g., Discourse, Khoros, Gainsight, Slack).
• Understanding of SEO and/or how content surfaces in AI/LLM tools.
• Naturally curious and empathetic—focused on user needs.
• Comfortable being both strategic and hands-on.
• Strong sense of ownership and bias for action.
• Able to balance community as a support channel vs. a value-driven engagement channel.

Qualifications

• Background in engineering, test & measurement, or developer ecosystems.
• Experience with technical communities (e.g., engineering forums, open-source communities).
• Experience creating technical content, tutorials, or documentation.
• Familiarity with automation or AI tools for content and moderation.