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Posted Nov 08
National Fire Protection Association

Community Manager

Quincy, MA, United States Full Time

The National Fire Protection Association’s mission is to help save lives and reduce loss with information, knowledge and passion. An international nonprofit established in 1896, we are dedicated to the elimination of death, injury, property and economic loss due to fire, electrical and related hazards. The Association delivers information and knowledge through more than 300 consensus codes and standards, research, training, education, outreach and advocacy; and by partnering with others who share an interest in furthering the NFPA mission.

Want to be part of something big? As an employee of the National Fire Protection Association, you are working toward truly making a difference all over the world. You play a key role in keeping first responders safe, helping to provide architects with guidelines for building design and safety, providing education to children in schools, and so much more. Employees at NFPA bring a collective passion to work every day as together, they contribute toward solving the fire problem…all while being offered great benefits, including a pension plan and an on-site fitness center.

Want to make a difference? Join Us.

The NFPA is currently searching for an Online Community Manager to drive the adoption of our Online Community, NFPA Xchange through increasing engagement and interaction with our audiences. Our Community manager will ensure our users become enthusiastic evangelists because of their exceptional online experience in our community. Primary success in this role will be through leveraging technology to create engaging interactions and experiences for our stakeholders and ultimately creating and incorporating member only exclusive content As such, you will contribute to the evolution of the community based on data-driven insights, user input, and business needs. A successful candidate will be resourceful, entrepreneurial and have a strong desire to drive strategic initiatives.

Principle Responsibilities

Community Management:

  • Drive internal and external awareness and adoption of NFPA Xchange, by providing guidance and support
  • Plan and present presentations about the NFPA Xchange platform to various internal and external audiences for the purpose of engagement, strategy, and reporting
  • Work closely with the Content Strategy Manager to create and manage a community engagement calendar
  • Engage with the community not only with content, but also through discussion seeding, social media chats, webinars Monitor the community and be the keeper of the community rules of engagement
  • Manage “Inappropriate Use” procedures and escalation for resolution with the right stakeholders
  • Work with the Social Media Manager to push popular Xchange content out through our social networks
  • Develop and manage internal relationships and strategies to “bake” Xchange into customer products and external communications
  • Oversee the total community member experience, taking care to welcome new members, connect members with like members, and build affinity
  • Drive programs to increase user-generated content, member conversations and peer-to- peer support / networking
  • Provide users with demos, feedback sessions, and training
  • Create and maintain a training library, including FAQ's, training manuals and recorded tutorials
  • Influence and contribute to the evolution of the social strategy through recommendations based on community insights and user feedback
  • Work collaboratively across the organization to encourage the use of Xchange in creating content that helps drive user engagement to match established KPIs
  • Work with the business to develop and implement appropriate incentive and engagement programs, such as gamification, badging, and other recognition
  • Manage expenses and budget-related activities related to the online community
  • Make navigation and design suggestions in order to improve UX
  • Be able to create and configure these changes yourself when appropriate
  • Work collaboratively with Membership Team to create a funnel that drives Xchange visitors to become NFPA Members

Project Management

  • Provide team leadership for cross functional team assigned to each product throughout the development lifecycle process
  • Liaise with outside vendors, strategic partners and external authors/contributors
  • Facilitate sprint activities such as sprint planning, stand-ups and retrospectives
  • Ability to communicate priorities, goals, and deadlines across functional teams
  • Focused, highly organized, superb follow through skills
  • Strong written and oral communication skills
  • Ability to work independently
  • Ability to troubleshoot and problem-solve
  • Resourceful, positive attitude

Analytics

  • Define and monitor critical community adoption and usage success metrics
  • Identify business and operation-aligned community KPIs, create and maintain community dashboards for reporting metrics to senior management
  • Analyze data to formulate an enterprise adoption strategy
  • Understand that clear business objectives are the key to driving success

Qualifications

  • Solid process and project management skills are required, including the ability to manage numerous priorities simultaneously while maintaining a sense of urgency, as is an ability to operate effectively in an unstructured environment
  • Proven ability to build consensus and work effectively within a cross-departmental team
  • Excellent time management, client management and communication skills
  • Experience working with Jive or other CMS platforms is preferred
  • Bachelor's degree in Business, Engineering or Communications
  • An eye for design and user experience-focused
  • Light html, css, and Photoshop skills preferred
  • The NFPA community will be comprised largely of experts in their fields, discussing highly technical topics, and therefore an engineering background is a preferred
  • Community management experience, including building online communities from the ground up is a plus Prior experience blogging, commenting, social bookmarking and group configuration and permissions definition
  • Proficiency with the following programs: Microsoft Office Suite (Word, Excel, and PowerPoint) Strong analytical skills, comfortable working with, interpreting, and presenting data

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