Senior Program Manager, Creator Community

Contentful•San Francisco, CA

6h•Hybrid

About The Position

Contentful’s Learning Services team is launching a global Creator ecosystem that transforms how marketers, designers, content managers, and developers learn how to build personalized digital experiences with Contentful. As our Senior Program Manager, Creator Community, you will design and scale the foundational systems, community structures, credential offerings, and recognition frameworks that empower practitioners to share their expertise and accelerate customer activation. In this high-visibility role, you will define the multi-year Creator strategy and shape digital community experiences, while providing feedback loops that help to shape business strategies and product roadmaps. You’ll partner across teams to ensure Creator contributions directly improve customer outcomes and advance Contentful’s industry leadership. You’ll own how we attract, validate, onboard, develop, and recognize Creators, both internal and external. You’ll pair strategic thinking with hands-on program execution, building systems and community-driven learning experiences that scale globally. This role reports directly to the Senior Director, Learning Services. It is a distributed‑friendly role within the U.S. with occasional travel for team meetings and customer/partner events. Preference will be given to candidates who live near one of our office hubs – in Colorado, New York City, or San Francisco.

Requirements

6+ years of end‑to‑end program management experience in customer education, creator/community programs, customer advocacy, developer relations, or partner/ambassador programs in a B2B SaaS environment.
Proven success designing, launching, and scaling creator or customer communities that deliver measurable outcomes (e.g., adoption, retention, expansion, pipeline influence, case deflection).
Strong strategic and operational skills—you’re comfortable setting vision and goals, building roadmaps, running pilots, and then systematizing what works into repeatable playbooks.
A data‑driven mindset, with experience defining KPIs, working with analytics teams or tools, and using data to optimize engagement, retention, and business impact.
Demonstrated ability to lead cross‑functional programs—aligning executives and ICs across Marketing, CX, Product, and Partners, and keeping complex initiatives moving across regions and time zones.
Experience with community, creator, or advocacy platforms (e.g., community platforms like Discord/Slack, Reddit, customer advocacy tools, LMS/LXP, or badge/certification providers).
Excellent communication and storytelling skills—you can articulate a clear program narrative, write well for different audiences, and make complex ideas simple and compelling.
A genuine passion for creators, learning, and community—you care about helping practitioners build skills and careers, and about creating spaces where they can connect and shine.
Experience with credentialing and skills‑based recognition (certifications, skill badges, governance, vendor management).
Ability to translate program and community insights into new learning experiences, as well as data-driven recommendations for ongoing improvements to our customer experiences and product offerings

Nice To Haves

Background in developer operations, content management, UX design, or instructional design, or working with technical and non‑technical audiences together.
Familiarity with AI‑enabled tools for content, learning, moderation, or personalization.

Responsibilities

Program strategy & roadmap
Develop and own the multi‑year Creator Program strategy and roadmap, aligned to key business objectives such as activation, expansion, and advocacy.
Define clear personas, value propositions, and participation paths for Creators (developers, content professionals, marketers, and admins).
Define and manage the strategic goals and requirements for becoming a Creator, including related enablement, courseware, skill badges, and certifications.
Creator program operations & communications
Lead end‑to‑end execution of our Learning Services: Creator Program. Own the roadmap deliverables and activation calendar (program launches, campaigns, community moments) and ensure a pipeline of Creator content and live learning experiences that meet our business goals and Learning Services guidelines.
Work with our Learning Operations team members to design and manage onboarding, communication, enablement, reporting, and recognition systems for Creators, including guidelines, templates, and processes that scale across target professions and regions.
Partner across Customer Experience, Partner Enablement, Product, and Marketing to map Creator journeys—from discovery to activation to VIP advocate—and ensure there are clear expectations, up-to-date enablement, and valuable recognitions.
Digital community & engagement
Design and run digital community programs for both technical and non-technical users, including marketers, business users, and developers (across forums, Discord/Slack‑style spaces, user groups, Creator Labs, hackathons, etc.) that drive meaningful, repeatable engagement.
Collaborate with Marketing and Customer Advocacy to integrate recognition that encourages ongoing participation and contributions.
Establish and maintain community guidelines, moderation, and escalation playbooks that foster trust, inclusion, and high‑quality discussion.
Customer activation & advocacy
Partner with Customer Advocacy, Marketing, and teams across CX to identify top Creators for development as references, speakers, co‑marketers, and mentors who influence pipeline, expansion, and brand trust.
Integrate Creator‑generated eLearning, live training, and micro-learning into campaigns, lifecycle communications, and in‑product experiences, working closely with Product Marketing and Brand/Content Marketing.
Contribute to our credentialing strategy and roadmap for driving engagement and advocacy with Creators, with an eye toward both earning and sharing credentials.
Collaborate across Contentful to activate certified trainers and badge earners as visible champions (e.g., community leaders, mentors, event speakers, social proof).
Measurement & reporting
Define and track Creator Program and community KPIs, such as creator activation and retention, community engagement, and total contributions to our catalog of learning offerings, as well as influenced advocacy metrics.
Build and maintain reports and quarterly reviews that share Creator Community performance with CX, Marketing, Product, and Field leadership.
Governance, tools & operations
Stand up a clear governance model for Creator community contributions (charters, RACIs, intake and approval flows, editorial and brand standards) so that the learning experiences we deliver to our customers continue to be high quality, timely, and trusted.
Develop systems that foster safe, high-trust participation—including moderation guidelines, contributor pathways, and risk management frameworks.
Manage or influence program tools and vendor relationships across community platforms, advocacy tools, LMS/LXP, and credential vendors in partnership with our Learning Operations Managers, as well as other operations teams across Contentful.
Document and continuously improve guidelines, templates, and operating rhythms so programs are repeatable and scalable beyond the core team.

Benefits

Join an ambitious tech company reshaping the way people build digital experiences
Full-time employees receive Stock Options for the opportunity to share in the success of our company
Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents.
Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.
We value Work-Life balance and You Time! A generous amount of paid time off, including vacation days, sick days, compassion days for loss, education days, and volunteer days
Company paid parental leave to care for and focus on your growing family
Use your personal annual education budget to improve your skills and grow in your career
Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties
An annual wellbeing stipend to care for your physical, financial, or emotional health
A monthly communication stipend and phone hardware upgrade reimbursement.
New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best.