Manager, Brand Community Projects and Operations

Hybrid Work Model

#LI-hybrid

Job Summary:

Reporting to the Director, Brand Community & Creator Engagement, the Manager of Brand Community Projects and Operations supports the operational execution of Community, Social Media, and Creator initiatives. This role helps projects move from intake and scoping through execution, launch, and reporting by maintaining effective workflows, documentation, timelines, and cross-functional visibility.

This role partners with Senior Community Managers, Community Managers, and functional leads, who retain ownership of community strategy, stakeholder relationships, fan expertise, and business decisions. The role facilitates cross-functional execution by organizing project inputs, track dependencies, coordinating follow-ups, and ensuring stakeholders have the information needed to keep initiatives moving forward.

Duties and Responsibilities:

Project & Traffic Management

• Coordinate the day-to-day execution of Community, Social Media, and Creator-related projects and requests, including cross-functional and cross-platform initiatives.
• Maintain visibility into active, upcoming, blocked, and at-risk work, including ownership, deadlines, dependencies, approvals, next steps, and key status updates.
• Partner with initiative owners on project intake, scoping, kickoffs, timelines, and launch readiness, while strategic direction and stakeholder ownership remain with the appropriate Community or functional lead.
• Identify potential obstacles, scope changes, late additions, competing priorities, and capacity constraints, and escalate them to the appropriate project owner or manager for resolution.
• Partner with the Director and project owners to surface priority conflicts or urgent exceptions, and document agreed-upon changes in timing, scope, or sequencing.
• Translate approved priorities into realistic project plans that account for team capacity, dependencies, and agreed objectives.

Intake & Workflow Management

• Administer the team's request and intake processes, including Jira workflows, and maintain Jira as a reliable source of truth for incoming and active work.
• Review incoming requests to ensure the necessary context, objectives, deliverables, timelines, assets, owners, dependencies, and approvals are in place needed before work begins, and follow up with requestors when information is missing.
• Partner with team leadership to develop and maintain request categories, lead-time expectations, service levels, workflow standards, and escalation paths.
• Route incomplete or out-of-scope requests to the appropriate owner or team and escalate unclear ownership issues for manager review.
• Track recurring late requests, process exceptions, and workflow issues to identify patterns and provide insights that support continuous work.

Capacity & Workload Visibility

• Maintain a clear view of team capacity across planned work, recurring responsibilities, meetings, launches, PTO, and urgent requests.
• Support weekly and day-to-day workload reviews by providing current project and capacity information to managers and project owners.
• Identify when new work may require tradeoffs in timing, scope, or priority, and escalate those impacts to the appropriate manager or project owner for decision-making.
• Track planned work alongside reactive or last-minute requests to provide visibility into workloads trends, capacity constraints, and operational demands.

Reporting Operations

• Coordinate the operational production and distribution of recurring Community and Social reporting.
• Gather and organize data from approved analytics platforms, native tools, agencies, vendors, campaign owners, and internal partners for review by the appropriate Community or functional lead.
• Maintain standardized reporting templates, calendars, metric definitions, and documentation to ensure consistency across recurring reports and projects.
• Manage reporting timelines from initial benchmarks through in-flight updates and post-campaign recaps, including recurring channel health and State of Community reporting.
• Prepare and distribute approved reports and status materials to stakeholders on an established cadence.

Systems & Documentation

• Maintain Jira, Confluence, calendars, trackers, templates, and other operational tools used by the team, keeping project documentation current and easy to find.
• Capture and maintain meeting notes, decision logs, action items, and follow-ups for key projects, while initiative owners retain responsibility for final decisions and direction.
• Document and maintain repeatable workflows, standards, and process documentation in partnership with the managers and specialists who for the work.
• Recommend and implement lightweight operational improvements that reduce confusion, increase efficiency, and eliminate unnecessary process.

Cross-Functional Coordination

• Partner with Senior Community Managers, Community Managers, and project owners to coordinate with stakeholders across Social Media, Creator, Brand, Product, Development, PR, Licensing, Partnerships, regional teams, agencies, and relevant external partners.
• Coordinate logistics, timelines, inputs, approvals, assets, and follow-ups across the Americas, EMEA, Japan, and other regional stakeholders, as applicable.
• Track outstanding decisions and dependencies, and follow up with the appropriate project owner or stakeholder when action is needed.
• Prepare project status updates and meeting materials in partnership with initiative owners, ensuring that messaging, decisions, and stakeholder expectations remain owned by the appropriate manager or lead.
• Facilitate participation of relevant team members in project kickoffs, planning discussions, roadmap reviews, and communication channels.
• Identify recurring communication or process breakdowns and surface them to leadership with supporting examples and operational recommendations.
• Other responsibilities are performed as assigned or needed.

Qualifications and Skills:

• Working in-office is an essential function of this position. This requirement of face-to-face interaction is in place to ensure effective supervision, collaboration, and teamwork. In-office attendance is required for the following reasons:

• For effective supervision of employees and our work product, which includes ensuring all employees have necessary oversight of their work and access to supervisory assistance, which includes meetings to review work product, deadlines, and status.

• To foster communication and collaboration among team members, which includes the following: allowing for spontaneous brainstorming sessions and exchanges of ideas, quick access to team members to enable collaborative problem-solving, and stronger cohesion among co-workers and within teams.

• To enhance the sharing of information necessary to effective job performance and product creation.

• To enhance understanding of our stakeholders' work and business needs, facilitate a more seamless and organic workflow, and ultimately increase efficiency and successful outcomes.

• Typically has 7+ years of experience in project management, program management, operations, production, traffic management, or a similar role within social media, digital marketing, entertainment, gaming, consumer products, or another fast-paced creative environment.

• Experience managing multiple concurrent projects involving numerous stakeholders, complex dependencies, and shifting priorities.

• Strong project management, organizational, planning, and follow-through skills.

• Strong working knowledge of project-management tools such as Jira and documentation platforms such as Confluence, including experience building or improving intake processes, workflows, trackers, calendars, and reporting systems.

• Comfortable working with social and digital reporting data and analytic measurement tools, even if not serving as the team's primary analyst.

• Excellent written and interpersonal communication skills, with the ability to translate complex discussions into clear decisions, ownership, next steps, and status updates for a wide range of stakeholders.

• Able to respectfully seek for clarity when requests are incomplete, delayed, or conflict with existing priorities, and to influence stakeholders without direct authority.

• Comfortable collaborating cross-functionally with Brand, Product, Development, Marketing, Creative, Licensing, Partnerships, agencies, leadership, and global teams.

• Comfortable working across time zones, including occasional flexible hours to support global stakeholders and overseas teams.

• Ability to identify when processes are effective and when process improvements are needed to enhance efficiency and team effectiveness.

Bonus:

• Gaming or entertainment industry experience, with strong knowledge of the gaming and fan landscape.
• Experience supporting Social Media, Community, Creator, or Influencer teams, with familiarity with the content creation and influencer landscape.
• Familiarity with major social platforms such as TikTok, Twitch, and YouTube and the different operating needs of each platform.
• Familiarity with social analytics, social listening, creator management, or digital reporting systems, including tools such as Tubular or Synthesio.
• Experience working across global teams or multiple regional stakeholders, including the Americas, EMEA, and Japan.
• Experience coordinating with external partners across film, television, streaming, animation, consumer products, licensing, or other brand extensions.