Community Operations Manager, IgniteTech

Community Operations Manager, IgniteTech (Remote) Join to apply for the Community Operations Manager, IgniteTech (Remote) - $200,000/year USD role at Trilogy Get AI-powered advice on this job and more exclusive features. This range is provided by Trilogy. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $100.00/hr - $100.00/hr Most brand communities look busy but don’t actually resolve customer problems. Customers want to self-serve. Nearly 80% try to solve issues on their own and 90% expect an online portal, yet only about 20% of issues are fully resolved in self-service today. The gap is caused by scattered knowledge, weak configuration, and no ownership, so conversations bounce back into expensive live channels. We approach the problem like operators, not moderators. Our north star is a high-performing customer community that drives strategic engagement, reduces support load through true self-service, and accelerates customer success. That shows up as three concrete outputs: presentation-ready Community Strategy Reviews anchored to business goals and measurable KPIs, Platform Configuration Packages that ship from staging to prod without drama, and Client Training Sessions that enable teams to self-manage key functions and actually improve capability. This job is a senior advisor-builder hybrid. About a third of your week will be strategy: discovery with stakeholders, KPI analysis against benchmarks, ruthless prioritization, and a roadmap you can defend to an executive. Another third is configuration: you make the admin console sing, test in staging, deploy cleanly to production, and leave behind clear rationale. The rest is enablement: tailored, live remote sessions with objectives, interactive walkthroughs, live Q&A, and follow-ups that earn >85% satisfaction and unlock self‑reliance. It is not content calendars, social posting, or firefighting moderation queues. It’s not waiting for a playbook and owning outcomes. You’ll sit with a senior, outcomes‑obsessed team that partners across Customer Success, Support, and Marketing. Your work lands in reduced ticket volume, higher engagement quality, faster time‑to‑value, and platform usage that maps to revenue and retention. If you like blending strategy with hands‑on implementation, then this is where you do the best work of your community career. Apply and help us build communities that carry their own weight. What You Will Be Doing Community Strategy Reviews: Strategic audits and planning documents assessing community performance against goals, with clear action plans and best‑practice recommendations. Platform Configuration Packages: Bundles of completed admin console changes, such as workflows, gamification, ranks, tags, or moderation tools, tested and deployed from staging to production. Client Training Sessions: Live or asynchronous enablement sessions delivered to client teams covering community operations, best practices, or technical configurations. What You Won’t Be Doing Creating content calendars or managing social media posts. Moderating community discussions or handling routine moderation tasks. Working without strategic input or a clear roadmap. Engaging in reactive firefighting instead of proactive strategy. Community Operations Manager Key Responsibilities Manage a high‑performing customer community that drives strategic customer engagement, reduces support load through self‑service, and accelerates customer success through expert‑led platform optimization and community enablement. Basic Requirements At least 3 years of experience managing or advising digital customer communities Professional experience configuring and administering at least one modern community platform (e.g., Discourse, Higher Logic, Salesforce Experience Cloud, etc.) Professional experience managing enterprise accounts worth at least $1 million Demonstrated experience using AI‑enabled marketing tools or analytics platforms (HubSpot automation, Jasper, Buffer, etc.) Demonstrated understanding of AI's impact on community management and social media About IgniteTech World‑class talent. 100% global remote. Ready to be a part of the top talent that IgniteTech has curated from thousands of applicants throughout the world? Come join us. Through our portfolio of leading enterprise software solutions, we ignite business performance for thousands of customers globally. We’re big believers in the remote‑work‑from‑anywhere lifestyle, which creates freedom for our team members and enables us to hire the best and brightest from around the world. A career with IgniteTech is challenging and fast‑paced and we’re always looking for energetic and enthusiastic team members. We’re an affirmative action and equal opportunity employer and we value the strength that diversity brings to our workplace. There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you Working with us This is a full‑time (40 hours per week), long‑term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $100 USD/hour, which equates to $200,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult for more details on this topic. Seniority level Director Employment type Full‑time Job function Customer Service, Information Technology, and Marketing #J-18808-Ljbffr