Director - Community Operations

SoundCloud Ltd.; Berlin; Vor Ort; EUR 90.000 - 120.000; Vollzeit

Zusammenfassung

A leading music platform in Berlin is looking for a Director of Community Operations to lead the strategy and execution for Community Operations. The role involves defining the customer experience vision, guiding a team of Support Advocates, and driving performance through innovation and operational excellence. Candidates should have over 7 years of experience in customer support, a passion for music, and the ability to manage diverse teams effectively.

Qualifikationen

• 7+ years of leadership experience in Customer Experience or Support.
• Proven ability to execute customer experience strategy.
• Strong record of building and scaling support functions.

Aufgaben

• Define and execute global customer experience vision.
• Champion customer voice in strategic recommendations.
• Drive performance through automation and process optimization.

Kenntnisse

Customer Experience Leadership

Operational Excellence

Data-Driven Decision Making

Help Desk and CRM Expertise

Strategic Problem Solving

Tools

Zendesk

Freshdesk

Salesforce

Asana

Notion

Jobbeschreibung

SoundCloud empowers artists and fans to connect and share through music. Founded in 2007, SoundCloud is an artist-first platform empowering artists to build and grow their careers by providing them with the most progressive tools, services, and resources. With over 400+ million tracks from 40 million artists, the future of music is SoundCloud. SoundCloud is looking for a Director of Community Operations to lead SoundCloud’s Community Operations. You will be responsible for the strategy and execution for our Community Operations, as well as guiding your team of Support Advocates as they expertly handle high-volume Creator inquiries for SoundCloud.

Key Responsibilities

• Define and execute SoundCloud’s global customer experience vision, building a unified, scalable ecosystem that empowers users and deepens connection with our creator and listener communities.
• Champion the voice of the customer across SoundCloud, translating feedback and sentiment into strategic recommendations that influence product, policy, and growth initiatives.
• Lead innovation in customer experience, identifying new tools, technologies, and creative approaches that elevate engagement and reinforce SoundCloud’s position as the world’s leading artist-first platform. Design and optimize self-service and support strategies across web, mobile, chat, and AI-driven platforms—reducing friction and improving satisfaction through intuitive, data-informed design.
• Drive performance and operational efficiency through automation, process optimization, and AI-powered solutions that scale service without compromising quality.
• Establish and track CX KPIs, dashboards, and reporting frameworks to inform business reviews, resource planning, and cross-functional alignment.
• Develop high-quality content and resources (FAQs, Help Center, tutorials, interactive guides) that educate, empower, and engage customers across every touchpoint.
• Collaborate deeply across teams—including Product, Engineering, Marketing, Publishing, and IT—to integrate customer insights into product development and brand experiences.
• Oversee quality assurance, training, and knowledge management programs to ensure consistent excellence in every customer interaction.
• Build and lead a world-class Community Operations team, fostering a culture of empathy, creativity, and operational excellence that reflects SoundCloud’s values.

Background & Experience

• 7+ years of progressive leadership experience in Customer Experience, Customer Support, or Customer Success within a direct-to-consumer or technology-driven organization, ideally in the creative or music space.
• Proven ability to shape and execute customer experience strategy that drives satisfaction, loyalty, and long-term growth.
• Strong record of operational excellence, building and scaling global support functions that balance efficiency, empathy, and brand integrity.
• Expertise in Help Desk and CRM ecosystems (e.g., Zendesk, Freshdesk, Salesforce), with a focus on workflow optimization, automation, and service innovation.
• Data-driven leader skilled in setting KPIs, leading business reviews, and translating analytics into actionable insights that inform product, marketing, and operational decisions.
• Exceptional strategic problem-solving and decision-making abilities, with the capacity to navigate ambiguity and lead through change.
• Inspirational and inclusive people leader with experience managing diverse, global teams—fostering collaboration, accountability, and professional growth.
• Adept at leveraging collaboration tools (Slack, Asana, Notion, etc.) to drive cross-functional alignment and execution across teams and time zones.
• Deep passion for delivering world-class customer experiences, amplifying creator success, and scaling systems that reflect SoundCloud’s community-first ethos.
• Familiarity with AI, personalization, and emerging creative tools that enhance user engagement and retention, a plus
• Experience leading agency relationships or cross-functional partnerships, aligning creative and operational stakeholders around shared goals, preferred.
• A genuine passion for music, technology, and culture-building — with a desire to empower creators and listeners alike.