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Sr Manager, Community Programs & Strategy

Udemy, U.S.A., San Francisco

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ABOUT UDEMY
With a mission to improve lives through learning, Udemy is a global marketplace for learning and teaching online. More than 20 million students learn from an extensive library of over 65,000 courses taught by expert instructors. Whether learning for professional development or personal enrichment, students can master new skills through self-paced, on-demand courses, while instructors have a way to share their knowledge with the world. For companies, Udemy for Business offers subscription access to a collection of business-relevant courses as well as a simple platform to host and distribute their own content in one central place.

We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious commitment to delivering the best possible learning and teaching experiences. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.

Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighborhood with offices in Dublin, Ireland, Sao Paulo, Brazil, and Ankara, Turkey. Compensation includes full-time salary, equity compensation plan, and competitive benefits including healthcare, commuter benefits, parental leave, and a discretionary time off policy.

JOB DESCRIPTION

Udemy is looking for an strategic thinker and seasoned customer programs leader to serve as our Sr. Manager, Community Strategy and Programs.  This is a unique role that blends strategy with operations.  The Sr. Manager, Community Strategy and Programs will be responsible for strengthening and growing existing community programs and designing and implementing scalable new customer programs that drive value for our instructors and students as well as for Udemy.  Examples of such programs include customer advisory boards and beta testing groups.

This is a management role. You will be responsible for a team responsible for running scalable customer programs across numerous segments and geographies.  This critical role is integral to Udemy’s success on the supply side of our marketplace, as it plays a key role in instructor engagement and retention.  

To succeed in this role, you must:

  • Have done it before.  “It” here means some combination of leading online community strategy and operations, launching and running customer advisory boards, and leading beta testing programs.  Udemy wants to move quickly on several initiatives in the coming months and years; we believe that a functional leader who’s tackled similar challenges before will allow us to move with both more speed and more confidence.  You’ll be able to help us anticipate the opportunities - and challenges - we are likely to face thanks to the benefit of pattern recognition.
  • Be a strategic thinker - who gets things done.  You must be able to understand what the our existing customers (instructors and students) need today and how those needs differ given factors such as customer segment, geography, and language.    You are a structured thinker who know what metrics to track, what questions to ask, what tests to run. And, crucially, you can implement a structured plan to execute on your strategic vision. You must be able to anticipate how our community and customer programs could - and should - change.  You must be able to understand how these changes might affect other parts of Udemy and work cross-functionally to advocate for your vision with other teams, including our Product team.
  • Be Empathetic.  This means both deep empathy for our diverse customer base as well as our students around the world. It also means being a great people manager, as leading a successful and growing team is a prerequisite for achieving business objectives.  And finally it means anticipating and understanding the needs and points of view of your colleagues in other departments, especially Product and Marketing.
  • Demonstrate creativity.  Udemy is growing, and there’s a lot we haven’t tried.  Maintaining the status quo is not what this role is about. We are looking for someone to take our community programs to the next level: to strategically, thoughtfully test new programs.

  • This is a high visibility role with the potential to have a major impact on the experience of Udemy’s customers and Udemy’s business.

Key Responsibilities:

  • Create and implement Udemy’s community strategy
  • Drive community growth and engagement in a way that drives value for customers and Udemy
  • Manage and grow a high-performing team to effectively deliver incredible, valuable, and unique programs for customers
  • Work closely with cross-functional teams to ensure seamless customer experiences and appropriate escalation of customer pain points
  • Test experimental programs to push the envelope on what community at Udemy might be

Need to Have:

  • 6+ years relevant professional experience in roles that require deep strategic thinking and operational chops.
  • 4+ years leading a community, customer programs, or customer experience function (or similar).  Again, you’ve done this before.
  • People management experience. You will manage a growing, high-performing team.
  • Strong communicator. This is a highly-cross functional role, and to be able to maximize the full potential of it, you need to be a persuasive communicator and a great listener.
  • Comfort with data. You have an ability to define what data is important (and what isn’t) and an understanding for how to analyze data in a way that drives actionable insights.

(Very) Nice to Have:

  • Experience with building communities and programs across multiple languages and/or geos
  • Marketplace experience
  • SQL skills (or a willingness to learn)


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About Udemy

Enriching lives Udemy is a global marketplace for learning and teaching online where students are mastering new skills and achieving their goals by learning from an extensive library of over 55,000 courses taught by expert instructors.

Want to learn more about Udemy? Visit Udemy's website.