Online Community Manager (Support Network)

Overview Are you ready to join an organization where you can be a relentless force for a world of longer, healthier lives? Envision all Americans enjoying ideal cardiovascular health free of heart disease and stroke. At the American Heart Association and American Stroke Association, we get to work toward that goal every single day. Is it easy? No. Is it worthwhile? you bet! This is satisfying work that makes a real difference in people's lives. You can achieve professional growth with personal fulfillment. You will connect with people and make a lifesaving impact. You will partner with individuals, schools, lawmakers, healthcare providers and others to ensure everyone has access to healthier lifestyle choices and proper healthcare. Due to the current pandemic, daily travel is minimal and voluntary to ensure the health and safety of staff. There is no overnight travel currently. In the future, this position may resume daily and/or overnight travel. All AHA offices are closed and staff are currently working from home. In the future, this position will resume to being based in the local office. Responsibilities The American Heart Association (AHA) has an excellent opportunity for an Online Community Manager, Support Network for Consumer Health Operations in our National Center office. The location for this position is remote and flexible. In this role, you will be responsible for driving strategy and execution of AHA’s patient Support Network, an online community for patients and caregivers providing peer to peer support. Responsible for creating and monitoring site content and forum conversation to provide emotional support and resources throughout the patient journey. Responsible for developing strategy and analyzing metrics on network recruitment, engagement, and retention results, adjusting strategy based on insights. Management of volunteer community moderators. Essential Job Duties:

• Develop and implement a strategic plan for evolving the Support Network community to meet established recruitment, engagement and retention goals. Stay abreast of community management best practices and implement as relevant.
• Lead content strategy, keyword management, with posting responsibilities. Manage integration/coordination with heart.org patient education content.
• Create a program dashboard with monitoring key metrics. Conduct analysis to provide insights that lead to strategic adjustments as needed. Provide reporting as needed to key internal and external partners.
• Design patient journey pathways to increase engagement. Develop communications tailored based on patient profile and preferences, including recognition plan. Develop and manage email program.
• Manage volunteer responsibilities and support community members serving as moderators, including fostering relationships with volunteers to cultivate deeper engagement.
• Provide oversight and management of community moderation including training volunteer moderators, fostering dialogue, and being responsive to community discussion. Monitor for crisis communication needs and triage appropriately.

Want to help get your resume to the top? Take a look at the experience we require: Qualifications

• Bachelor's Degree in Marketing, Business, Communications, or related area
• Four (4) years of the following experience:
• Online website, database management and oversight
• Strong analytics skills to measure key metrics of the online network
• Three (3) years of the following experience:
• Experience managing online community networks
• Skilled at developing online content strategy such as blog posts, community moderation, SEO, etc.
• Experience managing volunteers in an online network, providing training and support
• Experience developing an email program, community communication strategy
• Ability to communicate and present ideas across diverse audiences
• Ability to influence leadership without direct authority

Here are some of the preferred skills we are looking for:

• Understanding of CVD patient conditions and their journey
• Salesforce Experience a plus but not required
• Volunteer management

At American Heart Association | American Stroke Association, diversity, inclusion, and equal opportunity applies to both our workforce and the communities we serve as it relates to heart health and stroke prevention.   EOE/Protected Veterans/Persons with Disabilities Location Diversity Distribution US - Top 50 Posted Date 9 minutes ago (5/19/2021 10:45 AM) Requisition ID 2021-6985 Job Family Group Marketing & Communications Job Category Legal