.Job SummaryThe Web Communities Manager will focus on administration and engagement of customers, experts, and volunteers on our English community site: https://h30434.Www3.Hp.Com.He/she will be responsible for ensuring the site is functional along with quality assurance of all solutions delivered to customers using communities as a channel for support. This person will be the key subject matter expert on ensuring we have a clear point of view on what's driving customer experience on the communities, will need to clearly articulate top issues faced by customers and action plans to improve experience. This is a global role and will require the person to work with the Global Digital Support Operations group and resources at partner sites across the globe to drive actions at global and country levels, participate in UAT testing to understand changes to the environment, and work closely with external groups to influence and drive solutions to persistent issues impacting customer experience.ResponsibilitiesManage English support CommunityQuality Assurance Management:Implement (possibly using AI-powered) quality management to continuously improve community engagement and service levels/customer commitments.Conduct comprehensive audits (100%) of community interactions, including forum posts, responses, and user engagements, ensuring compliance and the accuracy/quality of solutions. Identify gaps in content/boards, and TKBs (Tribal Knowledge Base articles) based on insights from intent-based analysis and collaborate with SMEs to create and refine content.Knowledge Base Optimization:Review (along with NLP AI recommendations) relevant knowledge base articles to improve user experience and self-service capabilities. Collaborate with SMEs and experts to create and enhance the knowledge base.Community Listening:Create listening dashboards for the community to gather insights and feedback, perform competitor analysis, and drive strategic improvements based on data. Proactively notify GBUs/Product and content teams to create a feedback loop and update the experts/SMEs engaging on the community platform.Training and Support:Lead awareness and training programs within the community team to familiarize them with new platform features and automation tasks for redundant tasks like moderation, case assignment, and spam filtration. Review the keyword updating process and coordinate workshops with partners to clarify platform-related queries and plan QBRs.Responsive Design/Platform Review:Conduct periodic random tests to ensure the community platform and enabled languages are optimized for various devices and regions. Address any accessibility issues to make the community user-friendly.Syndicate Content:Amplify community content through syndication, making it accessible across searches with SEO and promotional banners to ensure users can find relevant content quickly