Senior Community Manager

Stack Overflow is the largest, most trusted online community for developers to learn, share their knowledge, and build their careers. More than 50 million professional and aspiring programmers visit Stack Overflow each month to help solve coding problems, develop new skills, and find job opportunities.

Additionally, Stack Exchange is a network of 170+ communities that cover topics from parenting, to DevOps, to crypto, to role-playing-games. Our network hosts millions of users every month from all over the world that are working to establish the largest knowledge base of questions and answers that the world has ever seen.

We have a network of over 500 community-elected moderators who volunteer their time handling issues raised by site users. Moderators monitor our sites for posts and comments that have been flagged for moderator attention, resolve disputes between users, and escalate serious issues to the Community Management team.

As  Senior Community Manager,  Trust and Safety, you’ll be helping build a safe environment for our users by identifying and addressing challenges to the safety and integrity of our communities. You’ll need to assess behavior, social contracts, and rules that drive our distinct communities in order to protect our users from all manner of unwanted content and behavior. You’ll need your best analytical side to help inform our efforts and measure our progress. You’ll collaborate with data scientists, user researchers, other community managers, and our legal team to do various parts of your job.

What you’ll do:

Day-to-day, you will be monitoring and managing the current health of our platform as well as user feedback regarding Trust and Safety issues to keep people safe and help foster consistent positive experiences on our platform. You’ll need a background in measuring trust and safety outcomes to help us understand the true impact of our safety efforts on our platform. You’ll need to help inform policies that consider the needs of our global communities and analyze existing policies for improvement. We have an international audience, and navigating through different cultural contexts is common. Sometimes, you’ll need to act as an escalation point to our other community teams on all product policy matters, including responding to emergencies and content safety-related cases. This may include exposure to sensitive or graphic content, including but not limited to vulgar or derogatory language, violent threats, hate speech, and other forms of abuse.

You’ll also be responsible for running, studying, and informing our team on data matters. We expect you to be able to design, run, and present the results of studies, dashboards, and other metric-tracking efforts related to Trust and Safety. We want you to be able to advocate for product features that encourage positive behavior and reduce harm and abuse.  You will need a proactive, detail-oriented attitude to work with team members, product managers, people enforcing policies (both employees and volunteer moderators), and other teams to further our online safety practices. This team is expected to identify potential harm & safety concerns around product changes and then help design & implement mitigations and protections. We also communicate about these initiatives with our users & moderators.

This is not a support and/or ticketing-based role; we’re looking for an experienced self-starter with a passion for fostering positive behavior and reducing harm in an online platform at scale. We empower our users to largely self-govern, and our elected moderators can handle most of the exceptions when users can’t. You’ll be there to help guide them in finding solutions and resolutions when things need further escalation and to reduce friction and abuse introduced by product and systems design.

What you’ll need to have:

• 3-5+  years in a similar online safety role within an organization with millions of users
• Experience in general Trust and Safety analysis and metrics is a must. We want you to be able to study, analyze, and present results regarding our users' behavior to help inform and improve abuse prevention and policy development. Formal training or research in data analysis, statistics, measurement, and visualization, especially in a community, trust and safety, or behavioral sciences context, is a plus.
• Understanding of technology, the Internet, platform content issues, and platform moderation.
• Excellent communication skills, the ability to explain research and data conclusions, policy, and safety decisions both internally and externally in clear and understandable terms.
• Exceptional interpersonal skills and ability to provide balanced and actionable feedback that influences decision-making without managerial authority.
• Experience with SQL is highly desirable, and experience with PowerBI is a plus.
• An understanding of Stack Overflow and other Stack Exchange network sites is a significant plus