I2, a Harris Computer company, are seeking a Community Program Manager on a full-time, permanent, remote-working basis, in the UK.
We are seeking a strategic and results oriented Community Program Manager to lead the design, implementation, and ongoing development of our global online community. This individual will be responsible for building and nurturing a thriving online user community that improves customer engagement, promotes peer-to-peer support and drives customer success outcomes.
This is a cross-functional role requiring strong leadership, project management, stakeholder engagement and customer empathy. This role also plays a key part in gathering market intelligence by leveraging the community as a scalable, real-time source of user feedback and industry expertise.
This permanent position will be performed on a remote basis with a requirement to visit the i2 Office in Cambridge, UK as and when there is a business need to do so (circa 2 days per month).
What you will do
In performing this position, your core duties and responsibilities will include (but will not be limited to):
Strategy & Leadership
* Define the vision, roadmap, and KPIs for the user community in alignment with business objectives
* Conduct a detailed requirements analysis involving cross-functional stakeholders (Product, Marketing, Customer Success, Sales, etc.)
* Lead a cross-departmental working group to ensure alignment and buy-in across the organization
* Act as the product owner for the user community platform—overseeing selection, implementation, configuration, and evolution
Platform Evaluation & Rollout
* Evaluate community platform solutions and vendors
* Oversee implementation and integration with existing systems
* Drive early adopter rollout, establishing best practices and incorporating user feedback to iterate before full launch
Community Building & Engagement
* Develop and execute a content and engagement strategy—including discussions, success stories, use cases and webinars
* Identify and empower community champions and superusers to scale engagement and peer-to-peer support
* Create an inclusive, welcoming, and responsive online space that supports onboarding, learning, collaboration, and innovation
Customer Success & Business Impact
* Help users maximize the value of their investment, identify training needs, and reduce churn through community engagement
* Collaborate with Customer Success to identify upsell/cross-sell opportunities from community insights
* Drive community participation to increase attendance at events, webinars, and training sessions
* Use the platform to identify and document customer pain points, build knowledge bases, and develop referenceable use cases
Market Research & Voice of Customer
* Leverage the community to understand customer behaviors, challenges, and unmet needs through conversations, polls, and feedback
* Deliver insights and trends back to Product, Marketing, and Sales teams to influence product roadmap and go-to-market strategies
* Use the community to source and refine case references and success stories from engaged customers
Measurement & Reporting
* Define and track KPIs and community health metrics
* Produce performance reports to senior leadership on business impact and outcomes
What we are looking for
* Experience in community management, customer success, or product marketing
* Demonstrated success in launching or managing an online community platform desirable
* Experience in law enforcement, defense, national security or fraud and financial crime
* Strong understanding of customer journeys, onboarding, and success metrics
* Excellent cross-functional collaboration, project management, and communication skills
* Excellent content creation, moderation, and event planning skills
* Proven ability to work cross-functionally and influence without authority
About i2
Our intelligence analysis software tools help analysts and investigators transform data in real-time, enabling customers to detect, disrupt, and defeat sophisticated threats. We serve global customers carrying out critical missions in public safety, defense, fraud, and financial crimes. Learn more at: https://i2group.com
As a Harris Computer company, we strive to create a respectful and united environment where all members of our globally diverse community are empowered and have equitable opportunities to succeed.
Benefits
Harris offers an extremely competitive UK employee benefits programme. 5 Personal Days leave entitlement are granted over and above the standard 25 days holiday and bank holidays. Harris also offers all UK employees an annual Lifestyle Reward amounting £325 per annum/pro rata.
Supporting your application
Our recruitment process will comprise of interviews and, at times, a written exercise, an assessment day and/or a presentation. As an equal opportunities’ employer, we want to make sure we do all we can to make this a positive experience for you. When applying, please make us aware on your application of any adjustments or additional support we can provide you with before or on the day of an interview.
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