{"id":713533,"url":"https://alion.io/job/wearehuman8-communities-and-connects-manager","title":"Communities and Connects Manager","company":{"id":688135,"name":"Human8","domain":"wearehuman8.com","url":"https://alion.io/company/wearehuman8","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Shanghai, China"],"countries":["CN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-10T05:26:38Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-22T03:28:21Z","board_verified":true,"closed_at":null,"days_open":41,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":41},"description":"The Communities & Connects Manager (CCM) is responsible for the operational execution (“the how”) of Square and Connects programs. This includes configuration, participant and incentive management, fieldwork operations, community engagement, and quality assurance for all research activities.\nThe role is strictly operational and non-client facing.\nCST owns all client communication. \nCustomer Success owns strategic guidance. \nOperations governs frameworks, processes, and compliance. \nThe CCM ensures precise delivery against these frameworks while maintaining high operational quality and efficiency.\nResponsibilities\n Program Set-up and Configuration | Communities and Connects\nDeliver ongoing Communities and Connects programs, adjusting execution based on project complexity and client requirements. \nOwn the full end-to-end setup and configuration of the Square/SQS platform, including workflow logic, client portal setup, integrations, and technical deployment. \nEnsure all Research Activity (RA) setups are complete, accurate, and aligned with activity guides and requirements. \nRun QL/QN programming, testing, troubleshooting, and deployment where applicable. \nManage timelines, risks, and dependencies to ensure on-time, high-quality project delivery. \n\nCommunity Operations, Recruitment & Incentives\nManage participant recruitment and onboarding for Square and Connects, ensuring proper segmentation and strong quality control. \nOversee day-to-day fieldwork operations, ensuring participation targets and sampling plans are met. \nPrepare, upload, and manage incentive lists, reward distribution, winner communications, and related participant support activities to maintain engagement, motivation, and incentive accuracy. \nCoordinate participant communications relating to recruitment, onboarding, rewards, activity participation, and support inquiries through approved support channels and ticketing platforms. \nMonitor participant support themes, service quality trends, and recurring issues, escalating systemic risks that may impact participant experience, engagement, incentive fulfillment, or community performance. \nCoordinate with external vendors for participant recruitment, ensuring compliance and quality. \n\nCommunity Management & Quality Control\nImplement best practices in community operations to foster active and highly engaged communities. \nMonitor incentive strategies to maintain retention and maximize participation. \nConduct deep quality control checks on survey performance and participant outputs to maintain research integrity. \nIdentify and resolve implementation issues, ensuring alignment with setup documents and activity guides. \nContinuously improve participant experience by reviewing and acting on feedback. \nProvide reporting insights related to engagement, fieldwork performance, and platform operations. \nOwn DIY support operations, including ticket triage, resolution, and escalation workflows. \n\nCross-Functional Collaboration and Reporting\nWork with CST, Customer Success, Service Line, and technical teams to ensure seamless handovers, operational readiness, and smooth project execution. \nSupport escalation management for high-profile structural communities in partnership with CST and Customer Success, without direct client involvement. \n\nOperational Health and Profitability\nSupport Operations in revenue recognition processes, including G&S receipts, PO and invoice follow-ups, and other operational compliance activities. \nEnsure all operational documentation is accurate, complete, and aligned with Operations-governed frameworks. \nIdentify opportunities to improve delivery efficiency through standardization, automation, and reuse of best practices. \n\n Risk Management & Escalation\nIdentify operational risks, blockers, scope gaps or feasibility concerns early. \nEscalate promptly to Ops Manager + CST to protect project quality, timeline, and scope. \nDrive mitigation actions and ensure stakeholders remain aligned throughout delivery. \nEnsure clear alignment with Consultants and Business Operations on scope, resourcing, and expert involvement, escalating where decisions fall outside delivery ownership. \nSuccess Measures / KPIs\nOn-time configuration and launch rate \nTicket resolution speed and SLA adherence \nCommunity engagement and retention levels \nFieldwork delivery completeness vs. target \nAccuracy of incentives and operational documentation \nResponsiveness and effectiveness in handling escalations","description_format":"text","description_chars":4473,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Market Research","Management 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