Global Community Support Manager

Position description

The Internet Society (ISOC) supports and promotes the development of the Internet as a global technical infrastructure, a resource to enrich people’s lives, and a force for good in society. Our work aligns with our goals for the Internet to be open, globally connected, secure, and trustworthy. We seek collaboration with all who share these goals.

Together, we focus on building and supporting the communities that make the Internet work; advancing the development and Application of Internet infrastructure, technologies, and open standards; and advocating for policy that is consistent with our view of the Internet.

The Internet Society (ISOC) is committed to a culture of diversity and inclusion, where all individuals are valued for their distinct contributions. Our people are the most valuable strengths we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities, and talent that our staff invests in their work represents a significant part of not only our culture, but our reputation and ISOC’s achievements. 

Job Description Summary:

As Global Community Support Manager, you will be an integral part of our globally distributed Community Engagement Team that works to ensure community members (with an emphasis on Chapter and Organization Members) across the world are supported, empowered, and inspired to take action to promote an open, globally connected, secure, and trustworthy Internet for all. You will support the team members across all regions to ensure strategies and activities are carried out in an efficient, consistent, and high-quality way.

Location: Remote

Essential Duties and Responsibilities

As the Internet Society’s Global Community Support Manager, you will: 

Chapter / Community Operations 

Support the Community Engagement Team with cross-regional community support tasks, including, but not limited to:  

• Administrative onboarding of new members and chapter leadership teams
• Developing and offering regular training on the tools and resources available to our community
• Providing Community Portal and Helpdesk user support
• Responding to generic and routine chapter inquiries across regions
• Supporting the team with cross-regional data requests, presentations, reporting, analysis, and follow-up, through proficient use of our CRM (Salesforce), project management tool (Smartsheet), and other organisational tools.
• Working closely with our community communications and community mobilization staff to 
• help identify community stories and collaboration opportunities based on data submitted by our community
• Working closely with the Community Compliance and Governance Specialist to further 
• automate and simplify community-related operational processes  

Community Events Coordination and Logistics 

Support, in coordination with the Events team, the planning, implementation, and follow-up of virtual and in-person community events, including, but not limited to:  

• Planning and implementing logistics, including venue/catering arrangements, registrations, and communications
• Ensuring compliance with organizational event guidelines and facilitating concept alignment across regions
• Managing event-specific budget(s) 
• Identifying, contracting, and coordinating event-related contractors (interpreters, venues, photographers, caterers, branding, etc.
• Providing on-site support for in-person and/or community events as appropriate.
• Other duties as assigned.
 

Qualifications

• Event management experience in a global context
• A minimum of five (5) years of progressively responsible professional experience
• Proficiency in using CRM/AMS (Salesforce) and Project Management tools (Smartsheet)
• Experience working with a globally distributed workforce and ability to work across time zones
• Excellent interpersonal skills with the ability to interact positively in a multicultural and multidisciplinary environment
• Skills in “bridge building” between departments, teams, partners, and regions
• English fluency (written and spoken) required, Spanish desired, French or any other language would be a plus  
• Ability to participate in global team and organization-wide calls on a regular basis (these global calls typically take place during afternoon UTC hours)
• Ability to travel as needed

What You’ll Love About Us

• Make an Impact. We have an exciting vision and mission to bring the internet to everyone!
• Great Company Culture. We are a global team and live our values of collaboration, inclusion, respect, people and passion in all of our HR programs including our new recognition program!
• Holiday/Vacation. Generous paid time off and paid public holidays.
• Benefits. Based on local in-country guidelines.
• Give back. Get paid to volunteer in your community!
• Professional Development and Educational Benefits. Annual company contribution towards professional development or higher education.
• Flexible Work Models. Flexible work-from-home.

Compensation and benefits for this position will be paid in local currency and based on the country and geographic location’s local salary and benefits market data for the position. Exact pay will be based on factors including but not limited to relevant qualifications, experience, geographic location, education, business and organizational needs. 

The Internet Society is an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, sexual orientation, color or any other protected class. Compensation and benefit package for this position will be competitively commensurate with the successful applicant’s qualifications. Applications will be evaluated until the position has been filled. The list of applicants will not be posted publicly and will be reviewed in confidence by members of the evaluation committee.

Application instructions

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