Community Platform Manager

Serhant•New York, NY

10d•$80,000•Hybrid

About The Position

We're looking for a Community Platform & Operations Manager to own the operational backbone of the Sell It community: the Circle platform, the support function, and the daily systems that keep members engaged, informed, and retained. This is a hands-on operator role, not a strategy role. You will run the platform end to end, manage the support function, and own the data and engagement systems that determine whether members stay or churn.

Requirements

Bachelor’s degree in a relevant field or related discipline
3 – 5 years experience
Deep, hands-on Circle expertise: space architecture, automations, uploads/content management, and running engagement around live events.
Experience running a community or membership platform at meaningful scale, with direct ownership of retention or churn outcomes.
Comfortable owning both the qualitative (member relationships, tone, daily presence) and the quantitative (churn cohorts, dashboards, data reconciliation) sides of the job.
Demonstrated ability to build repeatable, cadence-based systems rather than run one-off campaigns.
High attention to data accuracy - this function feeds numbers directly to leadership.
Direct, low-ego communicator, comfortable flagging when something isn't working rather than waiting to be asked.

Nice To Haves

A systems thinker who treats engagement and retention as processes to be built, not campaigns to be run.
Equal parts platform operator, data-minded analyst, and people manager.
Energized by daily execution and comfortable being measured by a single, clear number.
A hands-on presence in the community, not a behind-the-scenes strategist.

Responsibilities

Own end-to-end Circle platform architecture: space structure, navigation, permissions, and information design.
Own every member-facing automation across the full lifecycle: onboarding through cancellation and win-back.
Own all Circle uploads: courses, resources, replays, templates, and any content asset that lives on the platform.
Own event engagement plans start to finish for every live: pre-event promotion, live-room facilitation, and post-event follow-up and replay placement.
Own recurring security and access audits as a standing responsibility.
Own data reconciliation between Circle and Stripe so revenue and engagement numbers match the leadership scorecard.
Manages the Customer Support function end to end. Direct manager of the Customer Support representative, owning their workload and response quality, plus inbox staffing, response-time standards, escalation paths, and quality control across all member-facing support.
Own weekly retention reporting, benchmarked against baseline churn metrics (overall, monthly-plan, annual-plan, and share of churn inside the first 90 days).
Own structured cancellation-reason capture, including a systematic exit survey.
Own the early-warning system for at-risk members: logins stopped, onboarding milestones missed, workshops skipped, 14+ days with zero engagement.
Own the monthly-to-annual conversion push, moving members onto the plan with the lower churn profile.
Track and report churn by cohort, by engagement level, and by event attendance versus non-attendance.
Daily: minimum one visible post or comment thread every day, no dark days.
Monthly: owns the monthly engagement strategy tied to the editorial theme, including a fixed cadence of touches (Wall of Wins, Q&A, roll-call prompts) and the pre/during/post plan for every live event that month.
Yearly: owns the annual engagement strategy, mapping cadence and content-handoff standards against the retention calendar (renewal windows, Month-4 annual upgrade push, seasonal churn risk).
Own weekly anchor moments: Wall of Wins (3x weekly in Circle, 1x weekly to social), one Q&A thread tied to the monthly theme, one roll-call prompt to surface lurkers.
Own the content-to-engagement handoff: no content goes live without an attached engagement plan, confirmed within 24 hours or escalated.
Own silent-member recovery: a weekly pull of members with 14+ days of zero engagement, followed by a direct, personal touch to every name on the list.
Feed member wins and highlights to leadership and the marketing/community team on a fixed weekly schedule.