Head of Community

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and enhance the community journey throughout pre-arrival, on-cohort, and post-cohort interactions.

• Create a smooth onboarding experience for families utilizing self-service resources, communications, webinars, technology, and personal interactions.

• Ensure that families comprehend and embody the values, Community Guidelines, and Terms of Boundless Life.

• Address sensitive community issues as needed.

• Develop engagement strategies and resources for families and children after the cohort ends.

• Establish the community engagement strategy, crafting rituals, formats, and experiences across various destinations.

• Oversee the Boundless Forum and other community platforms, ensuring engaging, constructive, welcoming, and well-moderated discussions.

• Create content, benefits, perks, and experiences that enhance community membership value.

• Promote community-led initiatives and empower families to coordinate activities, groups, and experiences.

• Manage the community technology roadmap and facilitate the transition from Slack and Notion to the Boundless App.

• Define the role of WhatsApp and other communication channels, including membership and moderation processes.

• Implement AI-driven customer support and automation where suitable.

• Provide resources and support for Community Hosts across destinations, including playbooks, training, tools, and best practices.

• Establish systems for Community Hosts to share insights and learnings across destinations.

• Lead, mentor, and develop the Community team.

• Determine community health metrics and utilize feedback, engagement data, and qualitative insights to enhance the experience.

• Advocate for the community's perspective internally and influence broader product and experience decisions.

• Meet targets for onboarding satisfaction, response rates, participation, app implementation, AI support, membership, rebooking, and NPS.

⛳️ Requirements

• Demonstrated experience in building and scaling communities or customer experiences in a fast-paced environment.

• Strong leadership capabilities and experience in coaching customer-oriented, mission-driven teams.

• Proficiency in translating strategy into scalable journeys, processes, playbooks, and operating rhythms.

• High technology fluency, encompassing community platforms, automation, AI, and customer support tools.

• Strong customer instincts with a deep understanding of belonging, engagement, trust, and advocacy.

• A collaborative and entrepreneurial mindset.

• Ability to work effectively with Operations, Product, Education, Marketing, and Sales teams.

• Experience in startups or scale-ups, preferably within education, hospitality, travel, membership, or experience-driven sectors.

• Personal experience with Boundless Life or a strong affinity for family mobility and international living is preferred.

• Willingness and ability to travel frequently to Boundless locations.

🏝️ Benefits

• Fully remote position with a genuinely flexible work environment.

• Join a rapidly growing company with robust financial standing.

• Opportunity to grow alongside the team as the company evolves.

• Work within a mission-driven company and team.

• Autonomy to make strategic decisions and formulate plans.

• Discounts available for participation in Boundless Life cohorts at all locations.