Full-Time

Head of Contributor Support

Updated on 5/9/2024

Scale AI

1,001-5,000 employees

Develops AI platforms and data management tools

Data & Analytics

Industrial & Manufacturing

AI & Machine Learning

Senior

San Francisco, CA, USA + 1 more

Required Skills

Data Analysis

Requirements

Proven leadership experience in user experience/success, community management, or related fields within a tech-driven environment.
Strong strategic thinking and ability to lead cross-functional initiatives to enhance contributor experience and satisfaction.
Excellent communication and interpersonal skills, with a track record of building and mentoring high-performing teams.
Experience in working closely with product and engineering teams to translate contributor feedback into actionable product improvements.
Analytical mindset with experience in utilizing data to inform strategy and decision-making.

Responsibilities

Lead and mentor the teams responsible for community management, support services, engineering collaboration, and knowledge base development.
Develop and execute a comprehensive contributor success strategy that encompasses community engagement, timely support, product feedback loops, and accessible knowledge resources.
Collaborate closely with Engineering and Product teams to ensure contributor feedback is integrated into product development and improvement.
Oversee the creation and maintenance of a robust knowledge base that empowers contributors with self-service resources and training.
Drive initiatives to measure and improve contributor satisfaction and success through data-driven insights and analytics.

Scale AI is seeking a Head of Contributor Support to lead our efforts in ensuring an exceptional experience for our contributors across our platform. This pivotal role encompasses overseeing community management, support organization, collaboration with engineering, and knowledge base management. As the Head of Contributor Support, you will strategize and implement initiatives that enhance contributor satisfaction, engagement, and overall success on our platform.

You will:

Lead and mentor the teams responsible for community management, support services, engineering collaboration, and knowledge base development.
Develop and execute a comprehensive contributor success strategy that encompasses community engagement, timely support, product feedback loops, and accessible knowledge resources.
Collaborate closely with Engineering and Product teams to ensure contributor feedback is integrated into product development and improvement.
Oversee the creation and maintenance of a robust knowledge base that empowers contributors with self-service resources and training.
Drive initiatives to measure and improve contributor satisfaction and success through data-driven insights and analytics.

Ideally, you’d have:

Proven leadership experience in user experience/success, community management, or related fields within a tech-driven environment.
Strong strategic thinking and ability to lead cross-functional initiatives to enhance contributor experience and satisfaction.
Excellent communication and interpersonal skills, with a track record of building and mentoring high-performing teams.
Experience in working closely with product and engineering teams to translate contributor feedback into actionable product improvements.
Analytical mindset with experience in utilizing data to inform strategy and decision-making.

Compensation packages at Scale for eligible roles include base salary, equity, and benefits. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position, determined by work location and additional factors, including job-related skills, experience, interview performance, and relevant education or training. Scale employees in eligible roles are also granted equity based compensation, subject to Board of Director approval. Your recruiter can share more about the specific salary range for your preferred location during the hiring process, and confirm whether the hired role will be eligible for equity grant. You’ll also receive benefits including, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits, a learning and development stipend, and generous PTO. Additionally, this role may be eligible for additional benefits such as a commuter stipend.

Please reference the job posting’s subtitle for where this position will be located. For pay transparency purposes, the base salary range for this full-time position in the locations of San Francisco, New York, Seattle is:

$188,000—$225,600 USD

About Us:

At Scale, we believe that the transition from traditional software to AI is one of the most important shifts of our time. Our mission is to make that happen faster across every industry, and our team is transforming how organizations build and deploy AI. Our products power the world’s most advanced LLMs, generative models, and computer vision models. We are trusted by generative AI companies such as OpenAI, Meta, and Microsoft, government agencies like the U.S. Army and U.S. Air Force, and enterprises including GM and Accenture. We are expanding our team to accelerate the development of AI applications.

We believe that everyone should be able to bring their whole selves to work, which is why we are proud to be an affirmative action employer and inclusive and equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability status, gender identity or Veteran status.

We are committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at [email protected]. Please see the United States Department of Labor’s Know Your Rights poster for additional information.

We comply with the United States Department of Labor’s Pay Transparency provision.

PLEASE NOTE: We collect, retain and use personal data for our professional business purposes, including notifying you of job opportunities that may be of interest and sharing with our affiliates. We limit the personal data we collect to that which we believe is appropriate and necessary to manage applicants’ needs, provide our services, and comply with applicable laws. Any information we collect in connection with your application will be treated in accordance with our internal policies and programs designed to protect personal data.

Scale AI

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Website

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Scale AI operates the advanced Scale Generative AI Platform, designed to enhance AI application development for various clients including top technology companies, startups, and U.S. Government Agencies. The company supports developers with the Scale Data Engine, which offers comprehensive data services like collection, curation, annotation, and model optimization. This integration of strong platform support and extensive data handling tools makes Scale AI an excellent environment for tech professionals focused on cutting-edge AI solutions and continuous growth in a collaborative atmosphere.

Company Stage

Series E

Total Funding

$605.1M

Headquarters

San Francisco, California

Founded

2016

Growth & Insights

Headcount

6 month growth

↑ 41%

1 year growth

↑ 129%

2 year growth

↑ 208%

Benefits

Health, Dental & Vision Coverage - Our health plans give you the flexibility to select the right coverage for you and eligible family members through a variety of plan options.

Easy to use 401(K) - Plan and invest for the future with a 401(k) via Guideline. Scale’s 401(k) plan provides you an opportunity to defer compensation for your long-term savings.

Wellness Fund - We care about the physical, mental, and emotional wellbeing of all Scaliens. Our $100/month wellness stipend can be used for gym memberships, acupuncture, meditation apps, and so much more.

Virtual Social Activities - Being remote has not stopped us from hosting fun virtual events. From trivia night to candle making, we ensure employees are fostering connections & building strong relationships.

Learning & Development - We know how important career growth is for Scaliens, so we offer a $500/year L&D stipend to help support continued development throughout your journey.

Flexible hours allow you to work when you are most productive. You can work with your manager to best plan your daily work schedule.

Generous Paid Time Off - Enjoy time to travel or plan a staycation. We encourage employees to take time off to recharge and prevent burnout. We have a flexible PTO policy where each employee is afforded the flexibility to take planned time-off as needed.

Commuter Benefits - Set aside pre-tax dollars to use on qualified transportation expenses to help ease your commute.

Parental Leave - Balancing work and family is essential, and Scale understands the importance of having adequate leave policies in place to promote a healthy home and work life.