Job details
Community Manager - Job Summary
The Community Manager will optimize the digital technical support community experience by managing customer inquiries, enhancing knowledge management, and collaborating with IT and support teams to drive customer engagement and improve self-service.
Key Responsibilities
- Develop and execute the technical support community strategy to enhance engagement, knowledge sharing, and self-service capabilities
- Guide users in forums by facilitating access to relevant solutions and discussion creation
- Ensure efficient content flow by converting accepted solutions into valuable knowledge artifacts
- Collaborate with IT to leverage AI and automation tools for knowledge content creation and distribution
- Continuously refine automation processes to improve customer self-service experiences
- Identify customer support pain points and recommend UX improvements
- Work closely with IT, technical support, and community teams to align digital support strategies
- Partner with Community Managers, Program Team, and Product experts to maintain an active support ecosystem
- Track KPIs, analyze inquiry trends, and provide actionable recommendations to improve digital support effectiveness
Requirements
- 7+ years of experience with online communities, digital technical support ecosystems, and customer experience roles
- Familiarity with AI-driven automation, knowledge management tools, and self-service support
- Proven collaboration skills with IT and support teams for digital service delivery improvement
- Strong analytical skills for measuring and optimizing support effectiveness
- Excellent communication, project management, and stakeholder engagement skills
Additional information about the company collected by GoodWord
About Autodesk
siteAutodesk creates software used daily to design green buildings, clean cars, smart factories, and hit movies. The company fosters a culture that supports innovation and meaningful work to build a better world.
What Our Employees Say
- Autodesk offers a flexible and supportive work environment with options for remote and hybrid work. (www.glassdoor.com)
- The company places a strong emphasis on diversity, equity, and inclusion, fostering a sense of belonging for all employees. (careers.autodesk.com)
- Employees report working on cutting-edge technology and innovative projects, contributing to industry-leading software. (www.comparably.com)
Challenges You Might Face
- Some employees have cited that career advancement within the company can be slow and bureaucratic. (www.glassdoor.com)
- Autodesk has gone through frequent organizational changes which can result in instability and uncertainty for employees. (www.thelayoff.com)
- Decision-making can sometimes be slow and involve a lot of cross-functional alignment, leading to delays. (www.comparably.com)