Senior Manager, Community & Reputation

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

📋 Description

• Take charge of Modo's community presence on Discord and Reddit by engaging daily, moderating servers and subreddits, and expanding our community footprint through an engagement playbook that includes AMAs, contests, partnership collaborations, and cultural moments to attract players.

• Integrate the community into the wider Modo ecosystem, connecting active players to tournaments, events, partnership activations, and product launches. Your community is not just a fan base; it represents the audience most inclined to engage with our upcoming releases.

• Manage Modo's reputation strategy across Trustpilot, the iOS and Google Play app stores, and other review platforms. Approach reputation as a system to be designed rather than a mere queue to respond to, focusing on review velocity, platform-specific mechanics, response strategies, and the long-term objective of building trust.

• Create and maintain response playbooks for frequently asked player inquiries, ensuring they remain up-to-date as the product evolves.

• Lead brand protection efforts across reviews, Reddit, Discord, and the internet at large. Work within an established playbook on our owned channels, collaborate with Marketing leadership on broader public statements, and distinguish between exacerbating a situation and resolving it.

• Gather player sentiment and product feedback for Marketing, Product, and leadership teams. Act as an early-warning system for identifying successes and areas needing improvement.

• Identify and nurture Modo's most engaged players, positioning them as future ambassadors, beta testers, and key drivers of word-of-mouth promotion.

• Collaborate with the Social Media Manager on cross-channel initiatives and work with the Influencer team when creators become active in our communities.

• Establish a reporting cadence for the function, tracking reputation metrics across Trustpilot and app stores, community engagement and growth on our owned platforms, and the player insight pipeline shared with product and leadership, ensuring visibility and linkage to business impact.

⛳️ Requirements

• More than 5 years of experience in community and/or reputation management, preferably with at least one position at a consumer brand with passionate or vocal users. Backgrounds in gaming, fintech, crypto, sports, or entertainment are highly relevant.

• Proven ability to build or scale a community on Discord, Reddit, or both at a significant level. You are well-versed in the culture, etiquette, and potential pitfalls of each platform.

• Authentic experience in reputation strategy across Trustpilot, app store reviews, or similar platforms. You view review surfaces as a system to design, rather than simply a queue to manage.

• A senior leader who crafts the strategy and executes the work. You take a hands-on approach to daily operations while also guiding the overall direction.

• Exceptional writing skills. You can adapt your tone to be hype, humorous, empathetic, or firm depending on the situation, while maintaining brand voice consistency.

• Sound judgment regarding when to engage, escalate, or remain silent.

• Ability to collaborate across internal teams without losing the community-first mindset essential for success in this role.

• An innate understanding of how community engagement translates into tangible outcomes. You aim not just for an entertaining Discord but one that effectively drives players to tournaments, events, and product launches.

• A proactive individual capable of operating without a predefined playbook. You will be responsible for creating that playbook.

🏝️ Benefits

• Diversity Commitment: We prioritize building a diverse and inclusive team. We welcome individuals from all backgrounds, experiences, abilities, and perspectives and are an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

• Important Security Notice: Our recruitment team will only reach out to candidates through official channels using @arbinteractive.com email addresses and via our recruiting platform, Ashby. If you encounter a position on a third-party careers page (LinkedIn, Indeed, etc.), it will redirect you to our careers page (https://jobs.ashbyhq.com/arb-interactive) to begin your application. We will never ask for payment, banking information, or personal identification details during the application process.

• If you ever doubt the authenticity of communication that claims to be from our company, please forward it to recruiting@arbinteractive.com for verification before responding or clicking any links.