Manager, Community Operations Resume Sample

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Geo Stracke
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Work Experience


Manager, Community Operations Launches
11/2016 - PRESENT
Los Angeles, CA
  • Oversees all daily team activities and assigns tasks and responsibilities to appropriate team members. Monitors performance, quality, and productivity of team and take appropriate action to ensure guidelines and goals of the department are met
  • Partners with different functional areas to develop launch plans to CommUnity Based Services projects such as concierge line, new advocacy states, etc
  • Identifies concerns, brings issues to management’s attention and offer suggestions for improvement
  • Manages and develops direct reports who include supervisory and/or exempt professional personnel including but not limited to hiring, mid-year and annual reviews, coaching, counseling, training and performance management
  • Implement/maintain standardized operating processes
  • Collaborates with field advocacy managers and regional managers
  • Participate in ICT calls and grand rounds
  • Develop goals, objectives and project plans for CommUnity Based Services
  • As Facebook’s products and communities change and grow, stay connected with how our support ecosystem is evolving and help head off quality issues before they begin
Manager, Community Operations
08/2014 - 08/2016
Houston, TX
  • Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams
  • Significant experience in a complex fast paced environment, including relevant people management experience
  • Strong critical thinking and exceptional problem solving skills
  • Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level
  • Contagious passion for our mission of ensuring a world class support experience for our community
  • Develop scalable operations solutions to support Facebook’s continued user growth
  • Experience including at least four years of people management
Training Manager, Community Operations
06/2008 - 06/2014
Philadelphia, PA
  • Consulting/Strategy/Project Management experience in a Multinational company managing an end to end process
  • Extremely reliable, consistent, and hard-working
  • Strong critical thinking, analytical bent of mind and exceptional problem solving skills - analysis, design, evaluation, explanation, lateral thinking
  • Passion for ensuring world class user experience
  • Professional experience within operations or customer support/service organization(s)
  • Combined experience either as a people manager on a team delivering or enabling 1:1 Customer Support or as a senior program/project manager leading cross-functional quality improvement projects and teams
  • Proven track record of breaking down complex processes and identifying key pain points in order to deliver quality improvements at the regional or global level

Education


Clark University
2004 - 2008
Engineer's Degree in Management

Professional Skills


  • Exhibit a critical balance of technical, critical thinking and interpersonal skills
  • Exemplary written and verbal communication skills, including development of effective presentations tailored for a leadership audience
  • Experience drafting or editing process or training documentation
  • Experience in one or more of the following programming languages: Python, PHP or Haskell
  • Experience in one of more of the following programming languages: Python, PHP or Haskell
  • 6+years of experience initiating and driving projects to completion with minimal guidance
  • Experience fighting spam/scam or risk/fraud

How to write Manager, Community Operations Resume

Manager, Community Operations role is responsible for analytical, travel, design, training, automation, email, creative, leadership, engineering, analysis.
To write great resume for manager, community operations job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Manager, Community Operations Resume

The section contact information is important in your manager, community operations resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Manager, Community Operations Resume

The section work experience is an essential part of your manager, community operations resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous manager, community operations responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular manager, community operations position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Manager, Community Operations resume experience can include:

  • Contagious passion for ensuring a world class support experience for our community
  • Ignificant experience in a complex fast paced Operations environment
  • Lead and enable a high-performing team to deliver on goals by providing superb 1:1 support, and enabling deeper, more scalable solutions
  • Lead and enable a high-performing team to deliver on goals as they provide superb 1:1 support, enabling deeper and more scalable solutions
  • A passion for helping others, innovation, and a willingness to challenge the status quo
  • Develop a deep understanding of Safety issues and how it affects our community and drive strategy and execution

Education on a Manager, Community Operations Resume

Make sure to make education a priority on your manager, community operations resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your manager, community operations experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Manager, Community Operations Resume

When listing skills on your manager, community operations resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical manager, community operations skills:

  • Outstanding leadership, project management, and organizational skills
  • Work effectively across a global multicultural and multilingual team and travel to remote sites as required
  • Superior presentation, communication, engagement and interpersonal skills
  • Proven track record of building, managing and leading highly competent and motivated teams in a constantly changing environment
  • Industry experience in consumer-oriented product environment, consulting, or operations role
  • Experience using SQL queries or R to perform advanced analysis

List of Typical Skills For a Manager, Community Operations Resume

1

Skills For Manager, Community Operations Launches Resume

  • Experience doing business process analysis
  • Experience working with Excel
  • Experience with data analysis and visualization tools (such as SQL, Excel, R, Tableau, or Stata)
  • Demonstrated knowledge with a variety of instructional media including instructor-led, online, and virtual instructor-led training (VILT)
  • Proven ability to mentor and coach both managers and individuals to maximize performance
2

Skills For Project Manager, Community Operations Resume

  • Working in an Operations, Analytics, Product, Engineering, Consulting, Project Management or equivalent team
  • Working in an Operations, Analytics, Product, Engineering or equivalent team, preferably in a technology company or Consulting firm
  • Provide people management, mentorship, and career development to members of your team, including managers and individual contributors
  • Employees are given Uber credits each month
  • In the Trust & Safety space
  • Experience working in domains such as online operations, informational systems, compliance, risk management, policy, legal operations or management consulting
3

Skills For Training Manager, Community Operations Resume

  • Foster collaboration and build consensus both within your team and with cross-functional partners
  • Proven management experience leading a Training or Learning & Development organization. 4+ years of people management experience in leading high caliber teams
  • Experience working directly with Operations and or Customer Support teams and demonstrated understanding of the unique learning challenges faced in these environments
  • Manage and respond to escalations, both internally and externally and ensure SLA’s are met
  • Help shape global team vision and establish team goals, and work with direct reports and leaders across the organization on strategies for executing, measuring progress, and sharing results
4

Skills For Global Training Manager, Community Operations Resume

  • Understand top safety abuse concerns, quality, or customer insight data, and support your team in making recommendations to improve our product, policies, and procedures to keep the platform safe
  • Build strategic relationships with global and cross-functional teams to understand and anticipate risks to the company, and develop global solutions across operations and policy
  • Experience in operations, consulting, or analytics
  • Lead the hiring and development of the team by anticipating business growth and play a key role in defining staffing needs
  • Coordinate with global cross-functional teams including PR/Communications, Public Policy, Legal, Quality and others to problem solve and develop solutions
5

Skills For Spam Operations Manager, Community Operations Resume

  • Address sensitive content issues, including but not limited to content relating to offensive images and writings, offensive or derogatory language, or other offensive or controversial material
  • Experience working in large-scale operations, domains such as online operations, escalations, informational systems, compliance, risk management, policy, legal operations or management consulting
  • Diagnose, troubleshoot and escalate tool bugs to Community Integrity Engineering
  • Collaborate with peers in developing and prioritizing comprehensive, data-driven tool improvement requests (includes communicating the status and priority of all requests to local teams, Community Operations Engineering, Community Integrity Engineering and global System Project Manager partners)
  • Analyze trends in tool improvement requests and automation requests and work with the Tools team to raise core problems to Community Integrity Engineering and the Community Operations Engineering Team
  • Address sensitive content issues, including but not limited to graphic images, videos and writings, offensive or derogatory language, and other objectionable material
  • Strong leadership and people management experience with a proven ability to motivate and energize teams to deliver results
6

Skills For Quality Manager, Community Operations Resume

  • Significant experience in a complex fast paced environment (preferably Consulting)
  • Experience in consulting, people or program management
  • Provide mentorship, guidance and career development to members of your team, including managers and/or individual contributors
  • Actively monitor KPIs/metrics and propose mitigating actions accordingly
  • Develop understanding of internal policies, risk mitigation strategies, and best practices related to content across Facebook products
  • Create and deliver high-impact communications to senior leadership (written and verbal)
  • Provide mentorship, guidance and career development to a team of project managers
  • Sharp, motivated co-workers

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