Head of Community
Wattpad is a premier Internet startup based in Toronto. With over 40 million users and counting, Wattpad is the world’s largest community for discovering and sharing stories.  On Wattpad, writers, readers, and brands come together to share stories using our immersive mobile/web/social storytelling platform.
Reporting directly to the CEO, you will be responsible for delivering happiness to our community of 40 million users and scaling that happiness as we grow to 50 million and beyond.
What you will be doing:
    You will represent the voice of our community within Wattpad, and the voice of Wattpad to the community
    As the voice and champion for our millions of users you keep their needs top of mind and evangelize on their behalf, feeding into our product roadmap priorities, marketing campaigns and programs, and business relationships
    Work closely with the Head of Product & Design through all phases (pre-, during, and post-) of product launch, ensuring we delight our users
    Utilize your passion and experience with online communities to lead our incredible community team to new heights globally.
    Manage engagement, international growth, trust & safety, and support
    Support our users wherever they may be - across a variety of languages, geographies, and platforms (android, iOS, other mobile platforms, desktop, tablets, etc). Drive improvements in overall ticket response times and customer satisfaction
    Encourage, engage and inspire our users globally through initiatives such as contests, ambassador programs, and other high impact engagement initiatives
    Understand our users, across demographics and geography - monitoring qualitative data (CSAT, NPS) and asking the most important questions
    Define success criteria, policy, and best practices to meet the needs of our devoted and growing community
What we are looking for:
    You have senior level experience managing global online communities and all related disciplines (engagement, international, operations/support, and trust & safety)
    You’re recognized within community management circles as an expert in your field
    You have a proven track record with growing global communities of passionate users
    You are a swiss army knife of skills: strategic, leadership, execution and innovative thinking all focused on making things better for our users
    You deeply value individuals and are highly curious about their motivations and needs especially in online communities
    You are an exceptional communicator both in-person and from behind a screen
    You have a love of reading, writing, and the magic of storytelling -- these are important factors in your life
    You have a BA/MA in a related discipline e.g. psychology, sociology, political science
Company: Wattpad
Location: Toronto, Ontario, Canada

contact business@wattpad.com