Digital Community Manager

Description

We are seeking a strategic and hands-on Digital Community Manager to revitalize and scale our customer community across owned and external platforms. This role will own engagement, content, and community experience across our existing on- domain community platform as well as third-party channels such as Reddit and other industry forums.

You will play a critical role in turning our digital community into a high-value destination for engineers and technical users-driving engagement, improving support outcomes, and ensuring our content is optimized for both human users and AI-driven discovery.

In This Role, Your Responsibilities Will Be:

Community Strategy & Growth

+ Own and evolve the end-to-end community strategy, partnering closely with the social media team, marketing, product, and customer success to strengthen audience engagement across the digital ecosystem.

+ Develop programs to increase engagement, including discussion prompts, gamification, expert sessions, and user-generated content

+ Identify and re-engage inactive users through targeted campaigns and lifecycle programs

+ Define community value propositions and ensure clear differentiation vs. external forums (e.g., Reddit)

Engagement & Moderation

+ Act as the primary "host" of the community-stimulating conversations, moderating discussions, and ensuring a high-quality experience

+ Respond to user questions or route them to internal SMEs to ensure timely, accurate answers

+ Build and enforce community guidelines and maintain a consistent brand voice

External Community Presence (Reddit & Forums)

+ Develop and execute a strategy for engaging in external communities (e.g., Reddit, engineering forums) in coordination with the Social Media Team.

+ Monitor conversations related to test & measurement, automation, and relevant tools/ecosystems

+ Participate authentically in discussions to provide technical value-not just promotion

+ Identify opportunities to bring external users into owned community experiences

Content & AI-Optimized Responses

+ Create and curate high-quality community content-including posts, articles, and discussion threads-in partnership with the global creative team and social media team to ensure brand consistency, alignment, and audience engagement across channels.

+ Translate complex technical topics into clear, structured, and searchable responses

+ Ensure responses are optimized for discoverability by search engines and LLMs (clear answers, context, keywords, citations where relevant)

+ Build scalable content loops (e.g., turning community Q&A into SEO or help center content)

Programs & Advocacy

+ Launch and  manage community programs such as ambassadors, champions, or super users

+ Design recognition systems (badges, leaderboards, featured members) to reward engagement

+ Foster customer advocacy and peer-to-peer technical support

Analytics & Insights

+ Own community KPIs (engagement, retention, response time, deflection, contribution rates)

+ Build dashboards and deliver regular insights to marketing, product, and support teams

+ Translate community feedback into actionable product and business insights

Cross-Functional Collaboration

+ Partner with Product, Support, and Marketing to ensure community is integrated into the customer journey

+ Work closely with the Head of Social Media and cross-functional communications teams to align community and social initiatives, share upcoming priorities, and identify opportunities for coordinated engagement and amplification.

+ Collaborate on product launches, feedback loops, and customer education initiatives

+ Help scale processes for routing technical questions and surfacing insights internally

** Who You Are:*
* You introduce new ways of looking at problems.  You partner with others to get work done.  You are confident under pressure.

For This Role, You Will Need:

+ 4-8+ years in community management, social media, or digital engagement roles (preferably in B2B or technical industries)

+ Proven experience growing and/or revitalizing an online community

+ Experience engaging in third-party platforms like Reddit, Linked In, or engineering forums

Hands-on experience with NI products or the Test & Measurement Industry

+ Familiarity with test & measurement workflows, automation systems, or engineering use cases

+ Strong writing and communication skills (clear, helpful, and structured responses)

+ Ability to simplify complex technical topics without losing accuracy

+ Deep understanding of how to drive engagement-not just moderate

+ Data-driven mindset with experience tracking and optimizing community metrics

+ Familiarity with community platforms (e.g., Discourse, Khoros, Gainsight, Slack)

+ Understanding of SEO and/or how content surfaces in AI/LLM tools

+ Naturally curious and empathetic-focused on user needs

+ Comfortable being both strategic and hands-on

+ Strong sense of ownership and bias for action

+ Able to balance community as a support channel vs. a value-driven engagement channel

Preferred Qualifications That Set You…