Manager, Community Operations

Who is Defined.ai? Well, from a technical point of view, we leverage the power of a global crowd to provide some of the world’s biggest companies with the high-quality data they need to power their artificial intelligence. We’re instrumental to the progression and development of artificial intelligence and we couldn’t be prouder or more inspired to be involved in an industry that is changing the world.

From a personal point of view, we’re a group of big thinkers, high achievers and creative problem solvers. We bond over our shared love of software engineering, data science, and strong coffee. We like online gaming, running marathons, and team drinks. We celebrate authenticity and diversity and we’re invested in what we do. Our mission? World domination, obviously!

About the role

A company in the crowdsourcing space is nothing without its community. More than 1 million users are registered on our Neevo platform, the beating heart of our business. Fancy the challenge of managing such a large and lively community? Then read on.

We are looking for a data-driven, customer-centric leader to transform our Community Operations team. The ideal candidate understands the crowdsourcing space, is an expert in the B2C side of the business, but aware of the implications on the B2B side, and is motivated to bring new ideas to the table for our Customer Support and Community Management teams.

Responsibilities:

• Build, own, and execute the overall strategy for the Neevo community, based on the needs of the business and the priorities of our customers.
• Manage teams responsible for Customer Support and Community Management for our community of 1M+ crowd members. Own tooling and processes for these teams. Provide coaching, mentorship, and career guidance to the team members.
• Identify bottlenecks in our current processes and work with product managers and project managers to reinvent our community management best practices.
• Report to leadership on the key metrics for engagement and retention.
• Interact with product managers to drive user research initiatives to collect feedback from crowd members.
• Maintain and optimize our chatbot and FAQs.
• Manage the budget for community management activities and own the reporting to document the return on investment.

Requirements

• 5+ years of experience in Community Management or related fields.
• 2+ years of experience managing people.
• Good command of CRM tools (e.g., Intercom).
• Great proficiency with data analytics and visualization tools (e.g., PowerBI).
• Knowledge of SQL and databases is a plus.
• Previous experience in crowdsourcing and data collections is a huge plus.
• Exposure to concepts such as Artificial Intelligence, Machine Learning, Natural Language Processing, Speech Processing is a plus.
• A self-starter who is comfortable wearing many hats, thrives in ambiguity, and embraces change.

Benefits

You spend a lot of your time at work, so it should be challenging, fun and interesting. At Defined.ai it will be all of those things and more. Here’s what we offer:

• Flexible working schedule and hybrid model. We know comfort can boost creativity and performance, so you can manage your schedule and work both from one of our modern office spaces or home.
• Excellent career development opportunities in a high growth company. With us, you can accomplish your career goals and follow a well-described career path with the support of your supervisor.
• Culture of feedback and continuous improvement. AI is a fast-paced area, so we keep track of tech trends, and we always ask for feedback.
• An international and diverse team. We have more than 30 nationalities at our 3 locations, and we provide language classes.
• Continuous training opportunities. You can choose from many options: leveraging hand-on workshops, unlimited access to Udemy and formal development opportunities.
• We love to have fun together. We joke a lot, and we can't imagine work without fun activities – we already surfed, raced carts and played soccer together.

About Us

Defined.ai offers a platform with multiple data delivery options that leverages machine learning technology and human intelligence to deliver quality-guaranteed training data for AI systems. The platform offers self-service and fully customizable solutions that deliver high-quality project-specific training data, enabling AI products reach market quicker. It is this business model that has allowed Defined.ai to raise a total of $63.6M in funding over 4 rounds. Our value proposition is quality, privacy, speed and scale, covering more than 50 different languages. With strong expertise in speech and natural language processing technologies, we have been serving AI companies and Fortune 500 companies since day one. Defined.ai was founded in Seattle and has offices in Lisbon and Porto.