Community & Virtual Events Manager - Mainframe Customer Engagement

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Job Description:

Broadcom’s Mainframe Software Division (MSD) is seeking an experienced and energetic Community Manager with experience in online communities to monitor and enhance our online community programs & activities. To bring focus on driving user adoption, engagement, and retention. The ideal candidate will act as the backbone and center of a collaboration hub across our core product, education, support, and documentation teams who partner with our customers every day. 

This position is as a key team member of the Customer Engagement team within the Mainframe Education & Customer Engagement Team. 

Daily in-office attendance is required for this position in one of the offices listed for this position. There are no remote or hybrid options available at this time.

Skill & Competency Highlights

Key to this position is strong program and project management proficiency, alongside the ability to think critically, align with strategic business goals, and prioritize work effectively. The ideal candidate communicates clearly across peers, colleagues, customers, and management, comfortably balances multiple projects simultaneously, and proactively identifies problems to propose actionable solutions.

Key Responsibilities

• Manage day-to-day operations of Broadcom's Mainframe Software Division online product, education, and private validation communities, including configuring forum settings, assigning user permissions, and troubleshooting access issues.

• Monitor community discussions and the related moderation queue daily to ensure professional behavior and on-going, customer-focused conversations.

• Oversee the community-based ideation platform to ensure that user-submitted functionality requests are reviewed regularly and acted up on when appropriate.

• Work closely with Product Management to coordinate gated, private validation spaces for pre-release software, ensuring privacy and security.

• Collaborate with the Mainframe Education team to host and promote virtual and in-person training opportunities

• Act as the liaison between customers, Product Management and Engineering, Support, and Marketing teams to ensure community initiatives align with division goals.

• Analyze community metrics and health indicators, including community membership and activity as part of Broadcom’s larger Customer Engagement strategy

• Build a customer recognition program that highlights the individuals that consume and engage with our Education and Customer Engagement programs most.

• Assist the Customer Engagement team with other in-person events as required.

The core responsibilities of this position center on managing multiple specialized spaces hosted on the Higher Logic community platform. You will directly moderate and spark discussion within our public community forums, while spearheading the division's ideation programs to collect and categorize user feedback for our product development pipelines. Furthermore, you will securely manage gated, private validation communities to facilitate trusted customer feedback on pre-release software, and partner closely with the training team to elevate our education communities by promoting web-based training paths, technical exchanges, and digital badges.

To excel in this role, candidates must possess excellent communication mastery and experience navigating enterprise-level engagement hubs like Higher Logic. A foundational comfort with complex B2B software ecosystems or the enterprise IT landscape is highly preferred to effectively cross-collaborate with Product Managers, Support Engineers, and client systems administrators. You must bring a data-driven approach to tracking growth and sentiment metrics, alongside the professional tact required to manage private customer data and NDA-bound validation cycles cleanly.

Job-Specific Authority and Scope

• Generally, work without consulting their manager.

• Independent decisions are made daily.

• Examples of typical decisions without manager consultation:

  • Make strategic and tactical decisions that directly affect day to day online customer engagement.

  • Apply knowledge, skills, and experience to create new engagement approaches, processes, and systems.

  • Resolve conflicts and escalate any irresolvable conflicts or deviations from corporate policy.

• Typically, has no direct reports.

• Typically, has no total staff.

• Typically, has a global geographic focus.

• Typically, does not manage a budget.

Required Skills and Qualifications

• Bachelors and 5+ years of related or Masters degree and 3+ years of
  related experience

• Four or more years of experience in an online community engagement role.

• Advanced skills time management, facilitation, and organization.

• Experience in managing stakeholders.

• Knowledge of change management principles 

• Ability to work in a physical office environment at one of our listed locations

Preferred Skills and Qualifications

• Working knowledge of the software industry

• Working knowledge of mainframe software

• Experience with data analytics

Compensation and Benefits

The annual base salary range for this position is USD 73,100.00 To USD 117,000.00

As a valued member of our team, you'll be eligible for a discretionary annual bonus and the opportunity to receive not only a competitive new hire equity grant, but also annual equity awards, connecting your success directly to the company's growth. All subject to relevant plan documents and award agreements.

Broadcom offers a competitive and comprehensive benefits package: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence.

Broadcom is proud to be an equal opportunity employer.  We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law.  We will also consider qualified applicants with arrest and conviction records consistent with local law.

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