Senior Manager, Community Management

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Develop and implement The RealReal’s Reddit-centric community strategy, which includes key communities, engagement models, account strategies, governance, and a detailed roadmap.

• Act as the proactive voice of The RealReal, crafting posts, comments, and replies that are timely, relevant, and suitable for each community.

• Foster trusted relationships with moderators and community members through regular, non-promotional engagement.

• Utilize independent judgment to determine the appropriate timing and manner of brand engagement, while escalating sensitive issues related to legality, authenticity, safety, media, or reputation.

• Collaborate with CX to recognize and address customer concerns, initiate resolution processes, and ensure the closure of public communication loops.

• Engage in a shared evening and weekend coverage rotation with CX for urgent community discussions.

• Generate Reddit-specific content and prepare briefs or initial drafts for educational content in collaboration with relevant experts and teams.

• Develop a budget-friendly roadmap for the monitoring, listening, and community management tools.

• Work alongside SEO/AEO teams to align community activities with organic and AI search priorities.

• Convert community discussions into recurring insights, emphasizing customer pain points, potential reputational risks, and opportunities.

• Create and enforce engagement guidelines, response standards, escalation protocols, moderation principles, and account governance frameworks.

• Assess performance through metrics such as response times, resolution rates, engagement quality, sentiment analysis, community health, priority conversation coverage, and shared SEO/AEO results.

⛳️ Requirements

• 8 to 10 years of experience in community management, social media, brand communications, reputation management, or a related area, with several years directly engaging on Reddit.

• Proven track record of establishing and managing an authentic brand or organizational presence on Reddit.

• In-depth knowledge of Reddit culture, subreddit norms, moderation practices, account credibility, and effective brand engagement strategies.

• Outstanding writing abilities and the skill to communicate with clarity, empathy, and sound judgment.

• Strong brand and reputational acumen, capable of making independent decisions in ambiguous and fast-paced environments.

• Experience in creating platform-specific content and briefing creative teams or subject-matter experts for more comprehensive content development.

• Experience in managing public customer concerns or reputational issues in collaboration with CX, Communications, Legal, or operational teams.

• Ability to seamlessly transition between strategic planning and execution.

• Familiarity with social listening, community monitoring, moderation, reporting, and workflow tools.

• Strong analytical capabilities to translate community discussions into clear business insights.

• Excellent cross-functional leadership skills.

• Willingness to address urgent issues outside of standard business hours as part of a shared coverage model.

• Experience with a consumer-facing brand that involves a complex customer experience or significant reputation considerations.

• Background in luxury, fashion, retail, resale, marketplaces, or e-commerce sectors.

• Experience in building a community management program from scratch.

• Understanding of the role community platforms play in SEO, answer-engine optimization, and digital brand reputation.

🏝️ Benefits

• Employee Stock Purchase Plan

• 401K with Company Match

• Medical, Dental & Vision Insurance

• Paid Parental Leave

• 9 Paid Company Holidays

• Flexible Time Off (With Manager Approval)

• Bonus program eligibility, depending on role

• Incentive pay eligibility, depending on role