Global English Community Manager – HP Support Communities (Forums)

Job Summary

Web Communities Manager will focus on Administration and engagement of customers, experts and volunteers on our English community site: https://h30434.www3.hp.com.

He/she will be responsible to make sure the site is functional along with quality assurance of all solutions delivered to customer using communities as a channel for support. This person will be the key subject matter expert on ensuring we have a clear point of view on what’s driving customer experience on the communities, will need to clearly articulate Top Issues faced by customer and action plans to improve experience. This is a global role and will require the person to work with Global Digital Support Operations group and resources at partner sites across the globe to drive actions at global and country levels. participate in UAT testing to understand changes to the environment. Works closely with external groups to influence and drive solutions to persistent issues impacting customer experience

Responsibilities:

• Manages English support Community for -
•  Quality Assurance Management:

 Implement (possibly using AI-powered) quality management to continuously improve community engagement and service levels/customer commitments.

 Conduct comprehensive audits (100%) of community interactions, including forum posts, responses, and user engagements, ensuring compliance and the accuracy/quality of solutions. Identify gaps in content/boards, and TKBs (Tribal Knowledge base articles) based on insights from intent-based analysis and collaborate with SMEs to create and refine content.

Knowledge Base Optimization:

 Review ( along with NLP AI recommendations) for relevant knowledge base articles to improve user experience and self-service capabilities. Collaborate with SMEs and experts to create and enhance the knowledge base.

 Community Listening:

 Create listening dashboards for the community to gather insights and feedback, perform competitor analysis, and drive strategic improvements based on data. Proactively notify GBUs/ Product and content teams to create a feedback loop and update the experts/SMEs engaging on the community platform.

•  Training and Support:

 Lead awareness and training programs within the community team to familiarize them with new platform features and automation tasks for redundant tasks like moderation, case assignment, and spam filtration. Review the keyword updating process and coordinate workshops with partners to clarify platform-related queries and plan QBRs.

• Responsive Design/Platform Review:

 Conduct periodic random tests to ensure the community platform and enabled languages are optimized for various devices and regions. Address any accessibility issues to make the community user-friendly.

•  Syndicate Content:

 Amplify community content through syndication, making it accessible across searches with SEO and promotional banners to ensure users can find relevant content quickly.

• Candidate should work on defined processes and apply independent judgment within broadly defined policies and practices to determine best possible ways of achieving objectives.  
• Will engage & be a Single POC with the Moderators and Administrators who are helping on commuity
• Will be expected to constantly look for ways to improve overall support experience thru communities for HP customers.
• platform.
• Needs to be a self-starter with the ability to execute consistently and with limited supervision. 
• Approaches problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution. 
• Works with the team to design methods to understand customer experience for HP and in the competitor’s environment to help build the areas of improvement in HP community.
• Ability to Analyze and articulate clear difference in customer experiences with different features, content & solutions for HP products.

Qualifications

• Graduate degree in Engineering or degree in non-engineering with relevant experience.
• Over 8 - 10 years of total experience with at least 3-4 with Product & service skills in roles supporting Printing /PC customers.
• Strong knowledge on HP products & policies is a plus.

Knowledge, Skills and Certifications:

Working directly with Social Media/Communities, or as user in Communities that can show clear understanding of engagement, gamification, moderation and administration.

• Strong ability to extract strategic insights from large data sets
• Desire and ability to collaborate with business partners across multiple geographies.
• Experience in Project management and customer service industry is a plus.
• Demonstrates a knowledge of key HP Services' operational policies, processes and methodologies applicable to project management.
• Community Engagement and Gamification
• Communication Strategy
• Privacy Compliance and audits
• Social Media ROI & Social Listening
• Strategic Roadmaps
• Change Management
• Operations Management
• Customer Relationship Management
• Data & Root Cause Analysis
• Key Performance Indicators (KPIs)
• Agile Methodology
• Business Continuity
• Problem Solving and Process Improvement
• Gamification Certification
• Certified Community Manager (CCM)
• Certified Change Management Professional (CCMP)
• Project Management Professional (PMP)
• Social Media Strategist (SMS) Certification
• Power BI Dashboards

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