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Community Operations

Community Operations Manager

The GitLab Community Operations Manager is responsible for developing and maintaining the infrastructure and resources to support the Community Relations team and the GitLab community at large. They create processes and documentation to enable the team to interact with the community, as well as help make it easier to provide feedback about GitLab. The Community Operations Manager reports to the Director of Community Relations.

Responsibilities

  • Maximize the Community Relations team's efficiency, productivity and performance.
  • Act as a partner to all Program Managers in the Community Relations team to define, implement and refine KPIs/PIs to measure and report the success and effectiveness of our programs. In doing so, you will also be working closely with the Marketing Operations, and Data and Analytics teams.
  • Define and maintain the tool stack required to measure and interact with the GitLab community.
  • Be the DRI for the Community Relations team's webpages on about.gitlab.com. Work with the pertinent teams to produce relevant, enticing and up-to-date content for contributors.
  • Support the Open Source and Education teams by processing program applications and renewals. Ultimately develop a process to fully automate them.
  • Work with the Community Relations team’s Program Managers to produce regular, engaging content to highlight their programs and attract new contributors.
  • Curate and maintain documentation for any team member to productively engage with the wider community.
  • When necessary, engage with specialists within GitLab to provide responses and listen to our community’s feedback on The GitLab forum, the GitLab blog and Hackernews.

Requirements

  • Thrive at developing new ways and refining existing processes to enable teams to work more efficiently and provide a better community experience.
  • Experience engaging with and supporting technical users and contributors in public online channels.
  • You love working with the GitLab community, and Open Source and Education communities in general.
  • Excellent written and spoken English. Proven track record of content creation such as public blog posts.
  • Willing to use GitLab.
  • You share our values, and work in accordance with those values.

Levels

Junior Community Operations Manager

Job Grade

The Junior Community Operations Manager is a grade 5.

Junior Community Operations Manager Responsibilities

  • Thrive at developing new ways.
  • Refine existing processes.
  • Enable teams to work more efficiently.

Junior Community Operations Manager Requirements

  • 1-2 years of experience
  • Demonstrated history of engaging with and supporting technical users and contributors in public online channels.
  • Proven track record of content creation such as public blog posts.

Community Operations Manager (Intermediate)

Job Grade

The Community Operations Manager (Intermediate) is a grade 6.

Community Operations Manager (Intermediate) Responsibilities

  • Extends the Junior Community Operations Manager responsibilities.
  • Assist in developing common policies, processes and resources consistent across all community programs, with a handbook-first approach.
  • Assess new tools to more effectively serve the GitLab community and to contribute to growth.
  • Drive the design and implementation of all relevant community KPI dashboards.
  • Provide advice and implement proposals to increase website traffic for community-oriented content. Measure the impact in number of contributions and program memberships.

Community Operations Manager (Intermediate) Requirements

  • 3-5 years of experience.

Senior Community Operations Manager

Job Grade

The Senior Community Operations Manager is a grade 7.

Senior Community Operations Manager Responsibilities

  • Extends the Community Operations Manager (Intermediate) responsibilities.
  • Significantly contribute to automate all the Community Relations team's processes and worflows.
  • Proactively work across functions with peers in other groups to ensure collaboration on shared goals.
  • Collaborate with all Community Relations team's Program Managers to create a framework for community programs, including templates and guidelines for landing pages, contributor events, membership, incentives, etc.

Senior Community Operations Manager Requirements

  • 6+ years of experience.

Performance Indicators

  • Time to approve community program applications
  • Percentage of manual vs. automated application processes
  • Number of community content impressions per month
  • Member/contributor satisfaction for community programs

Career Ladder

The next step in a Senior Community Operations Manager's career at GitLab would be the Staff Community Operations level, which is not yet defined. The next step after Staff would be Director, Community Relations.

Hiring Process

Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page.

  • Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters.
  • A 45 minute interview with one of the Program Managers in the Community Relations team
  • A 45 minute interview with our Director of Community Relations
  • A 45 minute interview with our Director of Corporate Marketing
  • Successful candidates will subsequently be made an offer via email

Associate Community Operations Specialist

Role

The Associate Community Operations Specialist reports to the Community Operations Manager.

Job Grade

The Associate Community Operations Specialist is a grade 5.

Responsibilities

  • Effectively manage the inbound queue flow for community applications via Zendesk
  • Qualify inbound and renewal applications for Community Relations Programs using research skills as well as business and industry knowledge
  • Engage with applicants to determine eligibility and answer questions regarding the process and benefits where necessary
  • Book and provision benefits for new and renewing program members by using existing tech stack and business processes
  • Manage the day-to-day renewal management, ensuring compliance with published sales and business approval policies
  • Understand, troubleshoot, and resolve program member’s needs via email
  • Create and update issues for program member’s needs and internal operations
  • Create or update handbook documentation based on community members needs
  • Manage, track, and report on all activities and results

Requirements

  • Ability to use GitLab
  • Working knowledge of sales processes and Salesforce
  • Highly organized, customer-focused, innovative, and attentive to details
  • Excellent written and verbal communication
  • Critical thinker with an ability to work independently
  • Proven ability to support diverse community needs with skill - don't be afraid of well-placed humor! We are not robots
  • Excellent communicator, self-aware, transparent, and open to feedback
  • Ability to multitask and prioritize at times of high volume
  • Strong team player with service-oriented attitude and customer focus
  • An eye for detail and out-of-the-box thinking
  • You share our values and work in accordance with those values
  • Fast learner who likes to learn new tools

Performance Indicators

  • Number of community program applications solved
  • Able to process a community program application in the time promised our customers; 5-10 business days

Hiring Process

Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process.

  • Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters.

  • Qualified candidates will attend a one 60 minute call with the Community Operations Manager,during which time they can expet to provide a writing sample.

  • Qualified candidates will be invited to two or three 45 minute interviews with members of the Community Relations Team. During this time the candidate can expect topics on communication, required skills for the job, and GitLab values.

Additional details about our process can be found on our hiring page.

About GitLab

GitLab Inc. is a company based on the GitLab open-source project. GitLab is a community project to which over 2,200 people worldwide have contributed. We are an active participant in this community, trying to serve its needs and lead by example. We have one vision: everyone can contribute to all digital content, and our mission is to change all creative work from read-only to read-write so that everyone can contribute.

We value results, transparency, sharing, freedom, efficiency, self-learning, frugality, collaboration, directness, kindness, diversity, inclusion and belonging, boring solutions, and quirkiness. If these values match your personality, work ethic, and personal goals, we encourage you to visit our primer to learn more. Open source is our culture, our way of life, our story, and what makes us truly unique.

Top 10 reasons to work for GitLab:

  1. Work with helpful, kind, motivated, and talented people.
  2. Work remote so you have no commute and are free to travel and move.
  3. Have flexible work hours so you are there for other people and free to plan the day how you like.
  4. Everyone works remote, but you don't feel remote. We don't have a head office, so you're not in a satellite office.
  5. Work on open source software so you can interact with a large community and can show your work.
  6. Work on a product you use every day: we drink our own wine.
  7. Work on a product used by lots of people that care about what you do.
  8. As a company we contribute more than we take, most of our work is released as the open source GitLab CE.
  9. Focused on results, not on long hours, so that you can have a life and don't burn out.
  10. Open internal processes: know what you're getting in to and be assured we're thoughtful and effective.

See our culture page for more!

Work remotely from anywhere in the world. Curious to see what that looks like? Check out our remote manifesto and guides.

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