Communities and Connects Manager

Human8

Responsibilities

Deliver ongoing Communities and Connects programs, adjusting execution based on project complexity and client requirements.
Own the full end‑to‑end setup and configuration of the Square/SQS platform, including workflow logic, client portal setup, integrations, and technical deployment.
Ensure all Research Activity (RA) setups are complete, accurate, and aligned with activity guides and requirements.
Run QL/QN programming, testing, troubleshooting, and deployment where applicable.
Manage timelines, risks, and dependencies to ensure on‑time, high‑quality project delivery.

Manage participant recruitment and onboarding for Square and Connects, ensuring proper segmentation and strong quality control.
Oversee day‑to‑day fieldwork operations, ensuring participation targets and sampling plans are met.
Prepare, upload, and manage incentive lists, reward distribution, winner communications, and related participant support activities to maintain engagement, motivation, and incentive accuracy.
Coordinate participant communications relating to recruitment, onboarding, rewards, activity participation, and support inquiries through approved support channels and ticketing platforms.
Monitor participant support themes, service quality trends, and recurring issues, escalating systemic risks that may impact participant experience, engagement, incentive fulfillment, or community performance.
Coordinate with external vendors for participant recruitment, ensuring compliance and quality.

Implement best practices in community operations to foster active and highly engaged communities.
Monitor incentive strategies to maintain retention and maximize participation.
Conduct deep quality control checks on survey performance and participant outputs to maintain research integrity.
Identify and resolve implementation issues, ensuring alignment with setup documents and activity guides.
Continuously improve participant experience by reviewing and acting on feedback.
Provide reporting insights related to engagement, fieldwork performance, and platform operations.
Own DIY support operations, including ticket triage, resolution, and escalation workflows.

Work with CST, Customer Success, Service Line, and technical teams to ensure seamless handovers, operational readiness, and smooth project execution.
Support escalation management for high‑profile structural communities in partnership with CST and Customer Success, without direct client involvement.

Support Operations in revenue recognition processes, including G&S receipts, PO and invoice follow‑ups, and other operational compliance activities.
Ensure all operational documentation is accurate, complete, and aligned with Operations‑governed frameworks.
Identify opportunities to improve delivery efficiency through standardization, automation, and reuse of best practices.

Identify operational risks, blockers, scope gaps or feasibility concerns early.
Escalate promptly to Ops Manager + CST to protect project quality, timeline, and scope.
Drive mitigation actions and ensure stakeholders remain aligned throughout delivery.
Ensure clear alignment with Consultants and Business Operations on scope, resourcing, and expert involvement, escalating where decisions fall outside delivery ownership.
Success Measures / KPIs
On‑time configuration and launch rate
Ticket resolution speed and SLA adherence
Responsiveness and effectiveness in handling escalations