Community Operations Manager, IgniteTech (Remote) - $200,000/year USD

Customer communities often create the illusion of activity without delivering real problem resolution. In today's self-service economy, where 80% of customers attempt to solve issues independently and 90% expect online portals, only 20% actually find resolution through self-service channels. This disconnect stems from fragmented knowledge bases, suboptimal platform configuration, and ambiguous ownership—pushing conversations back into costly live support channels.

We're not just moderators—we're strategic operators. We engineer high-performance customer communities that strategically engage users, dramatically reduce support costs through effective self-service, and catalyze customer success. Our deliverables are concrete: executive-ready Community Strategy Reviews with measurable KPIs tied to business objectives, seamless Platform Configuration Packages that transition from staging to production flawlessly, and transformative Client Training Sessions that empower teams to independently manage and continuously improve their community operations.

This role blends strategic advisory work with hands-on implementation. You'll spend roughly one-third of your time on strategic initiatives—conducting stakeholder discovery, analyzing KPIs against industry benchmarks, prioritizing initiatives ruthlessly, and defending your roadmap to executive leadership. Another third focuses on technical configuration—optimizing admin consoles, testing in controlled environments, executing clean production deployments, and documenting your implementation logic. The remaining time centers on client enablement through tailored remote sessions featuring interactive demonstrations, live Q&A, and follow-up support that consistently achieves 85%+ satisfaction while fostering client self-sufficiency.

You'll join a results-driven team that collaborates across Customer Success, Support, and Marketing departments. Your impact will be measured in reduced ticket volume, enhanced engagement quality, accelerated time-to-value, and platform utilization that directly correlates with revenue and retention metrics. If you thrive at the intersection of strategic thinking and tactical execution, this role offers the opportunity to produce career-defining work in community management. Join us in building communities that deliver measurable business value.

What You Will Be Doing

• Community Strategy Reviews: Develop comprehensive strategic audits and performance assessments that evaluate community effectiveness against established goals, complete with actionable roadmaps and evidence-based recommendations.
• Platform Configuration Packages: Create and implement technical solutions through the admin console, including custom workflows, engagement mechanics, user hierarchies, taxonomies, and moderation frameworks—all thoroughly tested and seamlessly deployed.
• Client Training Sessions: Design and deliver high-impact enablement programs through both synchronous and asynchronous channels, equipping client teams with the knowledge and skills to operate their communities effectively.
  
  

Community Operations Manager Key Responsibilities

• Architect and oversee customer communities that deliver triple-impact outcomes: driving meaningful customer engagement, significantly reducing support costs through effective self-service capabilities, and accelerating customer success through expert platform optimization and strategic community enablement initiatives.
  
  

Basic Requirements

• Minimum 3 years of proven experience in customer community management or strategic advisory roles
• Demonstrated proficiency in configuring and administering at least one contemporary community platform (such as Discourse, Higher Logic, Salesforce Experience Cloud, or equivalent)
• Track record of successfully managing enterprise client relationships with portfolio values of $1M+
• Practical experience utilizing AI-enhanced marketing tools and analytics platforms (including but not limited to HubSpot automation, Jasper, Buffer, or similar technologies)
• Comprehensive understanding of how artificial intelligence is transforming community management practices and social media engagement strategies
  
  

About IgniteTech

World-class talent. 100% global remote.

Ready to be a part of the top talent that IgniteTech has curated from thousands of applicants throughout the world? Come join us.

Through our portfolio of leading enterprise software solutions, we ignite business performance for thousands of customers globally. We’re big believers in the remote-work-from-anywhere lifestyle, which creates freedom for our team members and enables us to hire the best and brightest from around the world. A career with IgniteTech is challenging and fast-paced and we’re always looking for energetic and enthusiastic team members.

We’re an Affirmative Action and Equal Opportunity employer and we value the strength that diversity brings to our workplace.


There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!

Working with us

This is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $100 USD/hour, which equates to $200,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult www.crossover.com/help-and-faqs for more details on this topic.

Crossover Job Code: LJ-5674-PK-Lahore-CommunityOpera.001