Moderation Program Lead

#TeamNextdoor

Nextdoor is where you connect to the neighborhoods that matter to you so you can belong. Our purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

We believe in the transformative power of community. Neighbors around the world turn to Nextdoor daily to receive trusted information, give and get help, get things done, and build real-world connections with those nearby — neighbors, businesses, and public services. Today, neighbors rely on Nextdoor in more than 315,000 neighborhoods across 11 countries.

The Impact You’ll Make

Nextdoor is proud to support over 210,000 active, volunteer moderators in the 11 markets where we operate. As Moderation Program Lead you’ll be directly responsible for the overall success of our moderation program and community of volunteers. Your goal is to create opportunities that allow the magic of neighborhood connections to unfold, and to advocate for our neighborhood moderators in all aspects of decision making.

Key responsibilities include:

• Developing a strong vision, and maintaining direct oversight and day-to-day management of our global community moderation program, including our “super moderators” program
• Defining, implementing, and reporting on KPIs for the program, and surfacing meaningful insights to our cross functional partners
• Serving as “the face” of Nextdoor to our moderators
• Developing written & video content, virtual events, and educational material for use in our Resource Hub across all markets
• Advocating for our global moderator population with Product and Policy teams to ensure cohesive go-to-market plans and communication
• Partnering closely with Nextdoor Support, in order to improve the support experience for neighborhood moderators who are interacting with our agents
• Partnering with global Community & Country leads, to ensure moderators outside of the US are appropriately supported with educational resources
• Participate in in-person Nextdoor events, trainings, off-sites, volunteer days, and other team building exercises
• Build in-person relationships with team members and contribute to the KIND culture that Nextdoor values

This role is hybrid, based in the San Francisco Bay Area, with in-office expectations of Tuesday-Thursday at our San Francisco headquarters.

What You’ll Bring To The Team

You have:

• At least 5 years of direct experience working with online moderators, and developing community engagement programs
• Exceptional written and verbal communication skills, along with a comfort with being on video calls and speaking on webinars to an external audience
• Experience building out events, education, and super-user programming, along with the ability to measure such programs to quantify impact for the business
• Experience collaborating with cross-functional teams to develop customer feedback loops, pre-launch roadmap communication, and go to market communication plans
• A bias towards action, and the ability to work autonomously on multiple work streams
• A team-oriented mindset, and the ability to work with a wide range of individuals across different locations and time zones
• Flexibility, and the ability to navigate a fast-paced, often changing environment
• A commitment to using tech to support anti-racism, anti-discrimination, and equity

Even better:

• Experience in training development and facilitation
• Experience with basic video editing, and other content creation tactics
• Experience with Looker, Google Sheets, or other data visualization tools
• A bachelor's degree, or equivalent

Rewards

Compensation, benefits, perks, and recognition programs at Nextdoor come together to create one overall rewards package.

The starting salary for this role is expected to range from $100,000 to $120,000 on an annualized basis, or potentially greater in the event that your 'level' of proficiency exceeds the level expected for the role. Compensation may vary by geography, and we expect to award a meaningful equity grant for this role. With equal quarterly vesting, your first vest date would be within the first 3 months of your start date. Overall, your total compensation will vary depending on your relevant skills, experience, and qualifications.

We have you covered! Nextdoor employees can choose between a variety of great health plans. We cover 100% of your personal monthly premium for health, dental, and vision – and provide a OneMedical membership for concierge care.

At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we seek to serve. We encourage everyone interested in our purpose to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.

For information about our collection and use of applicants’ personal information, please see Nextdoor's Personnel Privacy Notice, found here.