Product Operations Manager, Member Experience at Nextdoor
San Francisco, CA, US

Nextdoor is the neighborhood hub for you, your neighbors and the broader local community. Nextdoor’s purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

Building connections in the real world is a universal human need. That truth, and the reality that neighborhoods are one of the most important and useful communities in our lives have been guiding principles for Nextdoor. Today, neighbors rely on Nextdoor in neighborhoods around the world in the United States, the United Kingdom, Germany, France, the Netherlands, Italy, Spain, Sweden, Denmark, Australia and Canada, with many more to come.

Meet your Future Neighbors

The Neighborhood Operations team at Nextdoor is looking for a product operations manager who can effectively partner with cross-functional teams to improve the overall member experience on Nextdoor.

The Impact You’ll Make

The Product Operation Manager - Member Experience is focused on supporting product initiatives that help Nextdoor members stay informed about what is going on in their neighborhood. From product discovery to content creation to member growth, they ensure the best possible product and customer support experience.

They'll ensure operational readiness and provide rollout support for new product features, write self-service educational content,  evaluate bugs and feedback, and provide deep subject matter insights back to the product team.

Our Product Operations Manager - Member Experience is a deep subject matter expert on app usability, triggering healthy engagement, and facilitating member growth. They are a strong communicator who tirelessly advocates for our members.

You will be a subject matter expert, driving positive product change and delivering insights to several product teams working on Member Experience. You should be excited to bring your experience and expertise every day in order to:

    Responsible for operational readiness for new product rollout, including support process, public facing help information, agent training materials, etc.
    Deep dive into member feedback and bugs to understand specific member pain points that detract from providing the best member experience.
    Analyze multiple data sources to influence product teams on recommended feature changes to improve usability and engagement.
    Represent the voice of the member in product decisions
    Work with customer support teams to understand complex member experience issues
    Responsible for creation and updates of relevant help content (nextdoor.com/support) and self-service tooling to ensure customers who seek help will find resolution to the most frequently asked questions
    Help build systems to ensure content on platform remains safe and trusted
    Help build programs to drive growth and healthy engagement among neighbors

What You’ll Bring to The House

    A passion for building community, both online and in the real world
    3+ years experience in a product specialist/product operations or similar
    Process-driven approach that brings order and structure to everything you touch
    Flexible and can deal effectively with rapid changes in priorities or ambiguity
    Entrepreneurial mindset (self-motivated, tenacious, resourceful, no handbook necessary)
    Strong communication, critical thinking, and problem solving skills
    Ability to work both strategically and tactically to achieve desired results
    Excellent communicator with experience presenting to management, cross-functional collaboration and negotiation
    1+ years of experience troubleshooting on Android, Windows and/or iOS mobile operating systems

Bonus Points

    Experience with SQL, Looker, or other data analytics tools a plus
    Experience in product or community management, preferably in a consumer technology company
    Experience with Salesforce Service CloudExperience developing training and documentation for end-users and support representatives
    Experience with Jira ticketing platform