Job
Description
The Web Communities Manager will focus on the administration and engagement of customers, experts, and volunteers on the English community site: https://h30434.www3.hp.com. You will be responsible for ensuring the functionality of the site, as well as the quality assurance of all solutions delivered to customers using communities as a support channel. As the key subject matter expert, you will drive a clear understanding of customer experience on the communities, articulate top issues faced by customers, and develop action plans to enhance their experience. This global role requires collaboration with the Global Digital Support Operations group and resources at partner sites worldwide to implement actions at both global and country levels. You will participate in UAT testing to adapt to changes in the environment and work closely with external groups to influence and implement solutions to persistent customer experience issues. Responsibilities: - Implement quality management to enhance community engagement and service levels, possibly utilizing AI-powered tools. - Conduct comprehensive audits of community interactions to ensure compliance, accuracy, and quality of solutions, identifying content gaps and collaborating with SMEs to create and refine content. - Review and optimize knowledge base articles to improve user experience and self-service capabilities, collaborating with SMEs and experts. - Create listening dashboards to gather insights and feedback from the community, perform competitor analysis, and drive strategic improvements based on data. - Lead awareness and training programs within the community team to incorporate new platform features and automate tasks. - Conduct periodic tests to ensure the community platform is optimized for various devices and regions. - Syndicate community content through SEO and promotional banners to make it easily accessible to users. The ideal candidate should work within defined processes, exercise independent judgment, and be the single point of contact for moderators and administrators on the community platform. You should continuously seek ways to enhance the overall support experience for HP customers through communities, be a self-starter, and possess strong problem-solving skills. Additionally, you will collaborate with the team to understand customer experiences and identify areas for improvement in the HP community. Qualifications: - Graduate degree in Engineering or relevant non-engineering field with experience. - 8-10 years of total experience with 3-4 years in roles supporting Printing/PC customers. - Strong knowledge of HP products and policies is a plus. Knowledge, Skills, and Certifications: - Experience in social media/communities engagement, gamification, moderation, and administration. - Ability to derive strategic insights from large datasets. - Collaboration skills with business partners across multiple geographies. - Project management and customer service industry experience. - Knowledge of HP Services" operational policies, processes, and methodologies. - Expertise in community engagement, gamification, communication strategy, privacy compliance, social media ROI, strategic roadmaps, change management, operations management, customer relationship management, data analysis, Agile methodology, business continuity, problem-solving, and root cause analysis. - Certifications in Gamification, Community Management, Change Management, Project Management, Social Media Strategy, and Power BI Dashboards are desirable.,
