Communities Specialist

CreateSpace, part of the Amazon.com group of companies

Charleston, SC

Company Overview

At CreateSpace, part of the Amazon.com group of companies, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build a great self-publishing and manufacturing on demand company, this is your chance to help make history in a rapidly-growing fast-paced environment. We are looking for a dynamic, organized self-starter to join our Communities team as the Communities Specialist.

The CreateSpace Community consists of a professional network of authors, filmmakers and musicians who interact by sharing knowledge, experiences and ideas. Our members have created a friendly, respectful environment to discuss any aspect of their project from ideas to creation to marketing and everything in between. Community offerings include discussion boards, blogs, a friend network, profiles, status updates, private messaging, polls and more. The Preview tool is an offering where members share their content and gather pre-publication or post-publication feedback using a variety of methods including the Gallery located on the CreateSpace website.

Position Overview

This position reports to the Manager of Communities. The Communities Specialist is a critical part of ensuring that the CreateSpace Communities website continues to be a place for our members to interact with each other in a variety of ways. This person will be responsible for building and monitoring the Community section on the CreateSpace website. This person will also be involved in our Social marketing outreach activities to increase membership and engagement on the CreateSpace Community. The Community Specialist will work with internal partners to gather information and ensure that postings and announcements on the Communities site are helpful and appropriate. Additionally, this person may be asked to assist with other Community team initiatives that include: blogs, social marketing, Resources, Preview and Gallery functionality and special projects. We offer a challenging, stimulating work environment where individuals have the ability to make an immediate impact on the Communities team.

Primary Objectives

• Communities Moderation:
  • Subject matter expert on all moderation activities for Community and Preview functionality
  • Identifying themes, issues and communicating trends with appropriate business leaders
  • Reading the discussion boards, assisting customers and proposing company responses
  • Write site language, FAQs, solutions, e-mails and newsletter articles for Community functionality
  • Uploading new articles onto the Resources section
  • Creating and updating polls

• Process Improvement:
  • Identifying ways to help drive member sign ups and engagement
  • Maintaining a strong balance of member advocacy and business understanding to make decisions regarding ways to improve the website
  • Research best practices implementing them to adapt to an ever changing environment
• Building & Maintaining the Platform:
  • Research, implement and test product offerings using the Community software platform
  • Work cross-functionally with project management and software development to discuss issues, problem solve and prioritize software changes
  • Working with internal teams to ensure compliance with appropriate laws and internal policies
• Training & Metrics:
  • Prepare metrics reports
  • Training internal teams on new product offerings and site changes
  • Creating and analyzing data and communicating this information with internal teams

Background & Experience

The person selected for this position should have a proven track record of managing multiple projects simultaneously, creating complex communications for internal and external customers and the ability to quickly learn new software. The ideal candidate will be proficient in Microsoft Office, have experience with HTML and have the ability to speak in front of internal teams. Working with online communities or social media is a plus. The candidate should also have exceptional customer focus and the ability to work independently and develop innovative solutions. Bachelor’s degree required.