Senior Community Manager

Novo; New York (NY); On-site; USD 100,000 - 150,000; Full time

Job summary

Novo is seeking a Senior Community Manager to be the strategist, writer, and hands‑on operator shaping engagement for hundreds of thousands of small business owners. You’ll own day‑to‑day community operations and act as the front line for Novo’s brand voice across social channels and forums.

You will lead programs, partner with marketing and Data/Analytics, and set KPIs to measure participation, sentiment, and advocacy while scaling initiatives with a test‑and‑learn approach.

Qualifications

• 6–8 years of experience in community management, integrated marketing, or social/brand marketing for a consumer‑facing or SMB‑facing brand, ideally at scale.
• Proven experience growing and engaging online communities across multiple platforms (LinkedIn, Meta, Reddit, Circle, etc.).
• Strong instincts for tone, voice, and the dynamics of online culture. Ability to translate brand strategy and guidelines into a social tone of voice and narrative that cuts through the clutter and builds positive brand reputation.
• Experience with owning social listening tools and content calendar publishing.

Responsibilities

• Own and lead day‑to‑day community operations
• Manage the content calendar for Novo’s priority social and community channels, driving daily engagement, conversation quality, and customer experience.
• Develop scalable processes, playbooks, and frameworks that uphold safety, trust, delight, and Novo’s distinctive brand voice.
• Monitor community health, sentiment, and emerging risks, surfacing insights and opportunities for continuous improvement to the marketing team and broader business.
• Demonstrate mastery of AI tools to streamline community operations, personalize engagement at scale, and accelerate content workflows.
• Launch initiatives that grow participation, sentiment, and long‑term community value
• Develop and execute community‑led programs—founder spotlights, AMAs, IRL meetups, ambassador cohorts, activations—that translate Novo’s brand and product story into resonant, customer‑relationship‑building moments.
• Partner with the marketing team to integrate community into broader brand and growth campaigns, ensuring community shows up as a cohesive, always‑on extension of campaign activity.
• Define community KPIs (participation, sentiment, advocacy, referral) and work with Data/Analytics to track performance, using insights to pivot strategies and maximize impact.
• Test, learn, and scale: pilot new formats and platforms, gather learnings, and turn around go‑forward plans at a steady pace.
• Partner with the Creative team to maintain a high bar across all community‑facing content and create work small business owners feel proud to be associated with.

Job description

We’re looking for a Senior Community Manager who is equal parts strategist, writer, and hands‑on operator. Reporting to the Director of Integrated Marketing, this is a unique opportunity to shape how hundreds of thousands of small business owners engage with Novo.

At the same time, you will own and lead the day‑to‑day engagement across our community channels. You’ll be the front line of how Novo shows up on our brand social channels and in community forums—leading social listening, moderation, and engagement to build Novo’s reputation.

What You’ll Do

Own and lead day‑to‑day community operations

• Manage the content calendar for Novo’s priority social and community channels, driving daily engagement, conversation quality, and customer experience.
• Develop scalable processes, playbooks, and frameworks that uphold safety, trust, delight, and Novo’s distinctive brand voice.
• Monitor community health, sentiment, and emerging risks, surfacing insights and opportunities for continuous improvement to the marketing team and broader business.
• Demonstrate mastery of AI tools to streamline community operations, personalize engagement at scale, and accelerate content workflows.

Launch initiatives that grow participation, sentiment, and long‑term community value

• Develop and execute community‑led programs—founder spotlights, AMAs, IRL meetups, ambassador cohorts, activations—that translate Novo’s brand and product story into resonant, customer‑relationship‑building moments.
• Partner with the marketing team to integrate community into broader brand and growth campaigns, ensuring community shows up as a cohesive, always‑on extension of campaign activity.
• Define community KPIs (participation, sentiment, advocacy, referral) and work with Data/Analytics to track performance, using insights to pivot strategies and maximize impact.
• Test, learn, and scale: pilot new formats and platforms, gather learnings, and turn around go‑forward plans at a steady pace.
• Partner with the Creative team to maintain a high bar across all community‑facing content and create work small business owners feel proud to be associated with.

Your Mindset

• Customer-Obsessed: You champion the needs of small business owners inside the organization and inspire best‑in‑class, customer‑first execution.
• Endlessly Curious: You proactively seek inspiration from outside Novo—staying on top of internet culture, channel trends, creator dynamics, and emerging technology to up‑level your work.
• Builder’s Bias: You're energized by white space and comfortable working in test‑and‑learn mode. You’re comfortable with data, attribution, and qualitative signals and you turn metrics into action. You’re experienced at trying new tactics, gathering learnings, and iterating quickly.

Must Have

• 6–8 years of experience in community management, integrated marketing, or social/brand marketing for a consumer‑facing or SMB‑facing brand, ideally at scale.
• Proven experience growing and engaging online communities across multiple platforms (LinkedIn, Meta, Reddit, Circle, etc.).
• Strong instincts for tone, voice, and the dynamics of online culture. Ability to translate brand strategy and guidelines into a social tone of voice and narrative that cuts through the clutter and builds positive brand reputation.
• Experience with owning social listening tools and content calendar publishing.