As a key member of the Expert Ops team, reporting to the Director of Expert Operations, this role’s responsibility is to recruit, onboard, and manage JustAnswer’s network of experts while ensuring they have the resources and support needed to provide quick and high-quality answers for customers. 
 
Responsibilities: 

Expert Acquisition and Onboarding 

• Develop and execute strategies to source new experts in specific professional categories such as attorneys, doctors, and auto mechanics 
• Manage the new Expert onboarding process from application submission to the experts’ first answers to customer questions 

Expert Operations 

• Manage a distributed team of 8-10 Community Moderators 
• Co-manage day-to-day Expert Operations with a partner in Lviv, Ukraine 
• Monitor expert performance and take actions to achieve metrics targets 
• Ensure 24/7 Expert coverage to meet target response rates for customer questions 

Expert Engagement  

• Deliver communications and messaging to Experts through a variety of media, including video 
• Manage the Expert Knowledge Base and Community Forums 
• Create and lead Expert community events that increase Expert engagement and retention 
• Be the advocate for the Expert community within JustAnswer 
• Ongoing Expert community moderation, response and escalation  
• Manage Expert incentive programs 

Skills & Experience:   

• 2+ years work experience as a Community Manager or similar role 
• 5+ years of operations management or general management operational experience 
• Ability to identify, track and act on relevant community metrics 
• Excellent verbal and written communication skills and the creative ability to develop engaging content, matching the medium to the messaging  
• Data-driven orientation with strong analytic skills 
• Thrives on moving between big picture strategic thinking and hands-on execution  
• Experience identifying root causes to service issues and proactively implementing solutions 
• Collaborative style with the ability to gain alignment across an organization to get things done 
• Comfortable working in a lean, fast-paced and growing organization 
• A proven ability to lead, coach and develop talent  
• Entrepreneurial, high-growth, global, B2C two-sided marketplace skills preferred 
• A bachelor’s degree, MBA, or equivalent experience  

About us:  

JustAnswer is the best way to talk to doctors, lawyers, vets, mechanics and more in minutes—24/7. We connect customers with verified and vetted Experts to provide reliable answers at any hour and on any budget, democratizing professional services. Our mission is simple: we help people.  

Since 2003, JustAnswer has helped 10 million customers across 196 countries. JustAnswer is based in the Presidio and backed by Charles Schwab, Crosslink Capital and Glynn Capital Management. 

Our culture  

Our hiring criteria: Smart. Fun. Get things done. We love what we do and celebrate our success together with regular happy hours, team offsites and amazing holiday parties (think renting out an island, taking over an arcade and cruising around the Bay on a chartered yacht). Perks include catered lunches on Tuesdays and Thursdays, medical/dental/vision, 401K with matching and more. Best of all, you get to work at a hot company that’s (drum roll, please) profitable!