Kaiser Permanente seeks Enterprise Community Manager

Version 1

    Hello talented peeps -- Kaiser Permanente is actively recruiting for an internal community manager. See job posting, below. Interested? Please don't hesitate to contact me via this community or email me directly with a resume, brief cover letter and a writing sample. Thanks!


    Enterprise Community Manager - # 177637
    Kaiser Permanente

    Oakland, CA

     

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    Job Description

    At Kaiser Permanente, no matter who you are or what your role, the work you do saves lives. From our nurses and physicians on the front line of care to our business professionals supporting the bottom line. From our customer service experts working one on one to enhance the member experience to our IT professionals who literally turn data cables into lifelines. Everyone at Kaiser Permanente plays a vital role in the care delivery process. Because no matter who you are or what your role, the work you do at Kaiser Permanente affects lives.

     

    It is important to sustain the trust of our members and the communities we serve by setting a high expectation for compliance, ethics, and integrity. Our diversity is our strength. And when you get down to it, it’s what defines our culture. We are 180,600 individual employees and physicians, but we share a common goal: We make lives better. Whether through technology, communication, innovation, or face-to-face care delivery, what we do makes a difference. Because at the end of the day, it's all about people.

     

    As the Enterprise Community Manager, you will develop and execute the community management strategy for  upgrades and ongoing support of the company’s nationally recognized, award-winning Enterprise Social Network (ESN).

     

    Collaborating with physicians, nurses, operations personnel and other stakeholders, you will assume the strategic and operational duties associated with creating, managing, and nurturing a growing, vibrant online community. You will be fluent in the technical aspects of enterprise social networking platforms that allow you to respond to user needs – and enjoy supporting people, offering just-in-time facilitation where it adds value, enabling a culture of collaboration.

     

    Responsibilities

     

    • Community Management
      • Monitor, manage, and curate online conversations, including answering user questions and helping to foster user connections behind the scenes
      • Participate in those conversations to build visibility and encourage thought leadership
      • Foster community engagement and engage with under-serviced populations to find ways to increase use of the ESN
      • Help community members use social technology to achieve business objectives
    • Communications
      • Integrate user messaging into the community in a compelling and valuable way
      • Develop and implement communications in a way that strategically fulfills the social business goals of the product manager and other ESN stakeholders
      • Ensure community content is consistent with the Kaiser Permanente brand
      • Create and maintain a collection of success stories that demonstrate real examples of the ESN providing business value within the context of Kaiser Permanente’s business
    • Strategy
      • Provide strategic guidance to the product manager and other ESN stakeholders
      • Provide ongoing feedback to the product owner regarding user requests, feature requests, UX improvements, etc., acting as the voice of the community and influencing the future vision of the ESN
      • Consult with users and user groups to help them learn how to use social business tools strategically
    • Support
      • Establish and manage community support site
      • Draft and manage help and support materials
      • Liaise with the IT service desk and vendor to identify and resolve user issues
      • Triage user-reported abuse and work with internal teams (security, compliance, etc.) if the community terms of use are breached
    • Analytics
      • Create community analytics dashboards so that community health can be assessed over time
      • Monitor usage, adoption, and other metrics and take action when activity is below established thresholds in order to proactively ensure ongoing ESN health

     

    QUALIFICATIONS

    • Bachelor’s degree required (preferably in Business Administration, Marketing, Communications, English, Journalism, Anthropology or related)
    • 5-7 years of community management  experience required
    • Experience in enterprise community management (engaging internal stakeholders, training, and evangelizing)
    • Familiarity with how large organizations work
    • Demonstrated expertise in activating and engaging community groups and advocates
    • High level of initiative and desire to create a world-class user experience
    • Aptitude for system and business process integration that may enhance community and collaboration
    • Experience working with cross-functional teams
    • Highly analytical and articulate
    • Self-starter and, simultaneously, a team player
    • Strong organizational skills and attention to detail
    • Great presentation, interpersonal, and relationship-building skills
    • Possesses a spirit of intellectual curiosity, creativity, and innovation
    • Excellent writing and editing skills (Please provide writing samples)
    • Proficient in industry-leading community platforms (Jive SBS, Yammer, SharePoint, Chatter, etc.)
    • Proficient in Excel, Word, and PowerPoint
    • Proficient in SAP Business Objects, WebTrends, Google Analytics, or other web analytics tools


    Preferred Qualifications:

    • Master's degree preferred
    • Experience leading the implementation of an enterprise social network