US -Community Manager, Product Marketing # 26-18761

About the role

Own daily product-focused community engagement across X and Reddit, with expanding scope into Instagram and TikTok as the pod scales. This role is based in Los Angeles, CA or New York, NY, but the manager is open to any time zone, provided the candidate is available to work EST hours. Some in-person meetings are required, with an expectation to come into the office 2–3 times per week if geographically close.

Responsibilities

• Build and maintain a product conversation watchlist that tracks recurring themes across platforms tied to priority features, launches, and product narratives.
• Develop and maintain a response bank of approved language for recurring product questions, common misconceptions, feature explanations, and sensitive areas.
• Make real-time editorial judgment calls about when to engage and when not to, applying the principle of earning participation rather than asking for it, and never fishing for praise or empty replies.
• Feed engagement insights back into the content calendar, surfacing recurring questions, user language, points of confusion, and topics that should become explainers, Reddit posts, short-form video, or employee-led responses.
• Maintain a clear boundary between community engagement, PR/Comms, and customer support, routing technical issues, billing questions, and account problems to the appropriate CS and Comms teams to ensure consistent language.
• Support Reddit programming including weekly product updates, feature deep dives, FAQ responses, and AMA coordination alongside the Social Strategist and employee Cast members.
• Partner with Social Listening to combine qualitative engagement insights with quantitative sentiment data, and contribute to weekly performance readouts.
• Review engagement quality weekly, assessing the strongest examples, missed opportunities, high-risk threads, and topics that should become content.

Requirements

• 5+ years of experience in community management, social media engagement, or a related editorial role, with time spent at a consumer technology, entertainment, or media brand. Consumer product marketing experience is preferred.
• Managed community engagement for a brand across X and Reddit specifically—not just published content, but actively participated in conversations on behalf of a brand.
• Understand the difference between community engagement and customer support, with strong instincts for where that line is in practice.
• Sharp editorial judgment to assess conversations in real time and decide whether the brand should engage, how, and in what tone, without needing to escalate every decision.
• Fluent in platform culture across X, Reddit, Instagram, and TikTok, understanding how each community behaves, what reads as authentic, and what reads as corporate or performative.
• Comfortable with ambiguity and fast-moving situations, maintaining composure and good judgment under pressure.
• Organized enough to build and maintain systems (watchlists, response banks, engagement logs) that make daily engagement sustainable and consistent.
• Experience working cross-functionally with product, legal, comms, and marketing teams, knowing when to engage independently and when to escalate.
• Perspective on what credible brand engagement looks like in 2026, and what it doesn’t look like.

Nice-to-have Skills

• Consumer Product Marketing (CPM) experience.
• Prior experience at a consumer technology, entertainment, or media brand.
• 5+ years in community/editorial roles strictly within DSP music streaming, entertainment, or social media platforms.
• Proven experience setting escalation pathways with Legal/Comms/CS.
• Ability to build structured systems (watchlists, response banks).

Team Priorities & Success Metrics

Top Priorities (6–12 months): Scale engagement across platforms; build watchlists and response banks; manage Reddit programming (updates, deep dives, AMAs); run weekly review cycles on engagement quality.

Team Dynamic & Values: Collaborative, pod-structured, cross-functional, and culturally attuned. Core values include earned participation (add value, never fish for praise), authenticity (human voice), and curiosity about user behavior.

Challenges & Influence

Known Obstacles: High-pressure real-time sentiment shifts during launches; complex boundaries between CS, PR, and Legal; balancing a human voice without sounding corporate or "try-hard."

Sphere of Influence: Intersects Social Marketing, Product Dev, and Comms—shaping brand perception and directly influencing the editorial content calendar by translating daily user chatter into actionable intelligence.