Community Program Manager

Sandisk understands how people and businesses consume data and we relentlessly innovate to deliver solutions that enable today’s needs and tomorrow’s next big ideas. With a rich history of groundbreaking innovations in Flash and advanced memory technologies, our solutions have become the beating heart of the digital world we’re living in and that we have the power to shape. Sandisk meets people and businesses at the intersection of their aspirations and the moment, enabling them to keep moving and pushing possibility forward. We do this through the balance of our powerhouse manufacturing capabilities and our industry-leading portfolio of products that are recognized globally for innovation, performance and quality. Sandisk has two facilities recognized by the World Economic Forum as part of the Global Lighthouse Network for advanced 4IR innovations. These facilities were also recognized as Sustainability Lighthouses for breakthroughs in efficient operations. With our global reach, we ensure the global supply chain has access to the Flash memory it needs to keep our world moving forward. Job Title: Sandisk Community Manager Leads day to day operational execution for all Sandisk Community management oversight. Ensures that the appropriate educational resources are available and accurate and orchestrates/deploys and monitors community activities to meet or exceed the targets set for user engagement. Sets/throttles levels for gamification structures and defines permissions and access for community groups. Collects signal from the platform and funnels insights into broader listening program structures Closely collaborates with vendor partner support and internal leadership to ensure the appropriate governance resources and protocol are in place to support proper moderation of the community. Creates a vibrant and cohesive online community whose feedback and participation will provide opportunities for product and brand improvement. Supports both external (public consumer) and internal (Sandisk employee) community groups. Develops organizational and potentially corporate wide programs that drive and incentivize employee engagement with our consumer audience via our community platform. ESSENTIAL DUTIES AND RESPONSIBILITIES: Responsible for all aspects of GCS Communities from development/strategic direction through execution leadership and performance measurement. Responsible for community oversight of supplier execution and quality of support and serves as primary internal and supplier resource related to this work. Inform customers of new products, EOL Status and Support policies and encourage our customers discussions regarding our products. Responsible for preparing and delivering a monthly presentation that includes but is not limited to; KPIs for the Communities. Create an internal community for Sandisk employees to communicate issues and internal feedback on Marketing, Engineering and all other internal functions. Making improvement recommendations and serving as the primary POC to analyze insights. Responsible for installing additional listening posts across the customer journey, this could include engaging in sentiment solution evaluation, selection, and implementation. Responsible for driving improvements to the community forum platform, inclusive of feature and program expansion, solution selection, contract execution, implementation and daily operational oversight. Engage with Product Marketing, eCommerce team, GCS Digital Strategy and Product Readiness teams to ensure all new product implementations and automation tools are incorporated into our communities. Responsible for reviewing and coordinating resolution for any escalations. Special projects as determined by GCS management. REQUIRED: Any combination equivalent but not limited to, the following: Bachelor's Degree 5+ years related experience working with community management, implementation and supporting day to day operations Customer Service & Contact Center Support experience preferred Degree of Supervision: Acts independently and has full professional expertise to manage own projects to accomplish departmental goals and objectives Determines methods and procedures on new assignments. Complexity: Works on assignments of diverse scope and complexity, requiring judgment in resolving issues or in making recommendations Works on assignments requiring considerable initiative and creativity Understands implications of work and makes recommendations for solutions Requires good judgment in selecting methods and techniques for obtaining solutions/results Assists in defining project scope, statement of work, work breakdown schedule, sub-tasks, and required resources on new Social Media Support projects SKILLS: Excellent communication skills: listening, writing, verbal Effective negotiation and conflict resolution skills Community \ Customer Listening program management Expert skills with MS Excel, Visio, PowerPoint, Salesforce reports Expert customer service skills to represent the company in a professional and positive manner and to promote and ensure continued customer satisfaction. Sandisk is committed to providing equal opportunities to all applicants and employees and will not discriminate against any applicant or employee based on their race, color, ancestry, religion (including religious dress and grooming standards), sex (including pregnancy, childbirth or related medical conditions, breastfeeding or related medical conditions), gender (including a person’s gender identity, gender expression, and gender-related appearance and behavior, whether or not stereotypically associated with the person’s assigned sex at birth), age, national origin, sexual orientation, medical condition, marital status (including domestic partnership status), physical disability, mental disability, medical condition, genetic information, protected medical and family care leave, Civil Air Patrol status, military and vet