Lead, Community Moderation
About the job
#TeamNextdoor
Nextdoor (NYSE: KIND) is the essential neighborhood network. Neighbors, public agencies and businesses use Nextdoor to connect around local information that matters in more than 340,000 neighborhoods across 11 countries. Nextdoor builds innovative technology to foster local community, and brands and businesses of all sizes use Nextdoorâs proprietary advertising platform to engage with neighborhoods at scale. Download the app and join the neighborhood at nextdoor.com.
Meet your Future Neighbors
Nextdoor is proud to support over 210,000 active, volunteer moderators in the 11 markets where we operate. We are looking for a highly analytical Community Moderation Manager to join our team and drive strategic initiatives to scale and enhance community moderation and engagement.
The Community Moderation Manager will play a pivotal role in implementing and managing community-focused initiatives designed to improve the moderation program.
At Nextdoor, we offer a warm and inclusive work environment that embraces a hybrid employment model, blending an in office presence and work from home experience for our valued employees.
The Impact Youâll Make
This role requires a data-driven approach to understand user behaviors, identify trends, and develop strategies that promote positive interactions and community engagement. The ideal candidate will possess strong analytical skills, experience building scalable systems, a deep understanding of social media dynamics, and a passion for fostering online communities.
Key Responsibilities Include
Program Development and Management:
Develop a strong vision with an eye toward scalability and quality
Maintain direct oversight and day-to-day management of our community moderation program
Develop strategies to increase user participation and retention
Serve as âthe faceâ of Nextdoor to our moderators; foster positive interactions and relationships within the community
Develop and implement an educational program to introduce best practices in community moderation and ensure understanding of community guidelines
Develop, organize, and maintain resources including written & video content, virtual events, and educational material
Engage with the community to understand needs and expectations, fostering a safe and inclusive environment for all participants
Data Analysis And Reporting
Identify key metrics and KPIs to measure community moderation engagement and quality
Collaborate with data science teams to refine data collection and analysis methods
Surface actionable insights to our cross functional partners
Analyze incident trends and data to identify areas of opportunity, driving improvements to policies, products, and procedures, including incident response
Cross-functional Collaboration
Work closely with product, policy, marketing, and customer support teams to align community programs with overall business objectives and to improve moderation tooling and measurement
Partner with global Community Managers & Country leads to align programs, find efficiencies, and ensure moderators globally are appropriately supported
Advocate for our moderator population with Product and Policy teams to ensure cohesive go-to-market plans and communication
Continuous Improvement
Stay current with industry trends and best practices in community management
Implement feedback loops to continuously improve community moderation programs and strategies
Experiment with innovative approaches to enhance the moderation experience
Partner closely with Nextdoor Support, in order to improve the support experience for neighborhood moderators who are interacting with our agents
You Have
What Youâll Bring To The Team
At least 7-10 years of direct experience working with online moderators, and developing scalable community moderation systems
Strong analytical skills with experience in data-driven decision-making
Proficiency in data analysis tools (e.g., Excel, SQL, Looker) and community management platforms
Exceptional written and verbal communication skills, along with a comfort with being on video calls and speaking on webinars to an external audience
Community crisis management experience and the ability to maintain calm and methodically identify issues, develop solutions, and communications to large internal and external audiences
Demonstrated ability to build out community programs and education with the ability to measure programs to quantify impact for the business
Experience collaborating with cross-functional teams to develop customer feedback loops, pre-launch roadmap communication, and go to market communication plans
A bias towards action, and the ability to work autonomously on multiple work streams
A team-oriented mindset, and the ability to work with a wide range of individuals across different locations and time zones
Flexibility, and the ability to navigate a fast-paced, often changing environment
Weekend and/or holiday availability may be required
Even Better
Experience in training development and facilitation
Experience with basic video editing, and other content creation tactics
Rewards
Compensation, benefits, perks, and recognition programs at Nextdoor come together to create our rewards package. Total compensation will vary depending on your relevant skills, experience, and qualifications.
The starting salary for this role is expected to range from $155,000 to $200,000 on an annualized basis, or potentially greater in the event that your 'level' of proficiency exceeds the level expected for the role. Compensation may also vary by geography.
We expect to award a meaningful equity grant for this role. With equal quarterly vesting, your first vest date will take place within the first 3 months of your start date.
When it comes to benefits, we have you covered! Nextdoor employees can choose between a variety of health plans, including a 100% covered employee only plan option, and provide a OneMedical membership for concierge care.
At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we seek to serve. We encourage everyone interested in our mission to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.
For information about our collection and use of applicantsâ personal information, please see Nextdoor's Personnel Privacy Notice, found here