Community Operations Manager

Community Operations Manager

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The Community & Social Media Operations Manager is responsible for the ongoing operational management, strategic development, and improvement of the community team and their functions. Under the direction of the Director of GPX, SVP & CIO VP, role will develop the strategies, tactics, and team (internal and external) in order to deliver the greatest personal care and attention possible for our players and brand community. These functions include: community programs and operations, social media programs and operations, strategic partnerships with marketing, networks, and studios, content strategy and development, quality management, analytics and reporting, community and social tools, customer insights, overall brand community strategy, and implementation. They must understand the holistic and dynamic landscape of social media channels, strategies, and audiences in those channels to map out a roadmap that includes channel strategy, content strategy, and technology platforms and tools. The individual must be flexible to the dynamic environment of the industry, capitalizing on opportunities as they arise. They will be responsible to build and maintain an integrated relationship with Global Partner Teams as well as acting as a cross-functional hub that champions consumers with marketing (product marketing, consumer insights, and paid acquisition), PR, customer service, and product (game studios), working collaboratively to ensure company success across these - ensuring an excellent customer experience for all our players. They should be comfortable working in a very fast paced environment, where change happens at incredible Zynga-speed.


  • Oversight and direction of the GPX core Community and Social Media Teams.
  • Develop, implement, and manage near, mid, and long term social media and community strategies, including products supported by social/community, services offered, and resourcing plans for execution, including launch playbook for social and community initiatives.
  • Develop and socialize success metrics for channels and initiatives
  • Institutionalize knowledge around content and creative best practices.
  • Develop influencer programs, working with product teams (game studios) to successfully deploy.
  • Collaborate with communications team on community and crisis response plans.
  • Develop a reporting framework to measure short and long term success criteria including listening/monitoring as well as engagement/participation touch points.
  • Build relationships with external parties including channels, agencies, and tech vendors/platforms to ensure Zynga is optimally positioned in a ‘most favored partner’ status.
  • Establish best-in-class credibility with internal stakeholders as a trusted and knowledgeable resource.
  • Manage moderator vendor team to successfully contribute to performance and financial targets.
  • Develop and implement a brand community strategy in cooperation with the broader Zynga vision and then to deliver and execute them.
  • Establish and deliver against specific community engagement key performance indicators.
  • Build, develop, lead, and coach the community team’s managers across multiple locations and functions.
  • Manage cooperative coordination efforts with Zynga’s Marketing, Network, and Studio teams.
  • Managing the strategic relationship and driving the business objectives with our global community vendor partners.
  • Communicate effectively and collaboratively with departmental, regional, and global leaders and individual contributors.
  • Provide ongoing expertise and guidance in delivering the best selection of tools, team, and processes to deliver the best brand community possible for our players.

Desired Skills:

  • Functional knowledge of global markets as it relates to providing brand community engagement, management, and development.
  • Successful at product management and strategy development
  • Demonstrated mastery of community engagement, social media functions at all levels.
  • Adaptable, flexible, collaborative and results driven.
  • Demonstrated ability to distill Zynga corporate strategic goals into each element of defined strategy and key measurable indicators.
  • Ability to implement efficiencies and process improvements to the player experience, including innovative methods of delivering online engagement and self-service support.
  • Demonstrates in-depth knowledge and skills in management principles including strategic planning, impact analysis and leadership.
  • Excellent interpersonal skills and ability to work with all levels in the organization.
  • Demonstrated strength in managing key customer relationships and strategically expanding new and existing customers to maximize ROI-based solution and services revenue with sophisticated customers.
  • Metrics driven decision maker with very strong quantitative skills.
  • Must be a team player with high integrity and a strong work ethic.
  • Smart, dynamic, aggressive and strategic
  • Good communicator with the ability to articulate a strong value proposition.
  • Attention to detail and high level of accountability are imperative.
  • Self-starter who can set and manage priorities.
  • Ability to manage relationships across geographies.
  • Strong analytical skills.

Required Skills:

  • Bachelor’s degree or equivalent is desirable but may be substituted with work history
  • +3 years-experience in Marketing, Communications, Social Media, Brand Community Management, and/or Customer Support Operations.
  • 1-2 years-experience in leadership and or project management roles.
  • Strong organization, influencing, and communication skills.
  • Strong background in service delivery, sales and technology.
  • Strong relationship management and solution selling skills.
  • Self-starter, demonstrated history of tactical operational delivery.


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