SUMMARY: The American Animal Hospital Association (AAHA) has a dynamic new role for an Online Community Manager to create a positive volunteer and member experience by helping develop, define, and evolve the association’s newest member benefit. The Online Community Manager will work closely with other team members on content creation, site moderation, engagement strategies, and analytics to drive online member engagement and collaboration through our member community. This person will also be responsible for managing all additional community related projects.
Duties include but are not limited to:
Support and drive adoption of AAHA community platform in accordance with established strategies and policies, coordinating with managers and stakeholders across the association to ensure its effectiveness and providing excellent customer service and support
Manage AAHA's community platform on a day-to-day basis, providing moderation and ensuring that users adhere to policies and Rules of Conduct
Oversee all technical aspects of the online community, including working with vendor (Tradewing) to address, resolve, and communicate issues related to the features and functionality of the platform
Monitor and measure the success of community engagement and provide reports as needed to help identify trends
Monitor community member posts & activity, maintain and upload resources and content, engage members and potential members in online dialogues and give a timely response to community stakeholders concerns and requests, when applicable
Work closely with AAHA staff committee liaisons and appropriate volunteers to ensure AAHA community platform is relevant and meets users’ needs - leveraging the ability for members to network and collaborate effectively
Work closely with each department and external stakeholders to improve member experience and engagement through member communities
Train and empower community champions to participate on a more significant engagement level
Develop and maintain community and website training resources, guidelines, and policies for internal and external users
Encourage AAHA members to complete their online community profiles to connect them to people, networks, and groups
Administrative duties related to volunteer recruitment and retention, including the maintenance of volunteer opportunities on the AAHA Website and AAHA community platform. Some domestic travel may be required.
Project manage all additional community related projects
To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor’s degree in communications or related field OR equivalent experience in community engagement (minimum of 2-3 years). Background in nonprofit and/or associations is a plus.
Demonstrated expertise in managing and growing online communities through the use of best practices. Experience with Tradewing is a plus.
Strong project management, collaborative, analytical, and organizational skills.
Exceptional oral and written communication skills, attention to detail, and visual creativity.
Must be a self-starter, innovator, and problem-solver.
Ability to work well under pressure, to meet deadlines while making sound decisions, and to accommodate shifting priorities.
Ability to establish and maintain effective, collaborative working relationships with other staff and member leaders. Must also be able to work independently.
Aptitude for providing excellent customer service to co-workers, members, and external customers.
Demonstrated knowledge of MS Office applications, member engagement platforms, association management systems (e.g., NetForum or similar), email marketing services, data dashboards, and data infographics/visualizations.
About The American Animal Hospital Association (AAHA)
Established in 1933 by leaders in the veterinary profession, AAHA is the only organization to accredit companion animal veterinary hospitals. To become AAHA accredited, practices undergo regular, comprehensive onsite evaluations by AAHA veterinary experts who evaluate each practice on more than 900 standards of veterinary care.
Today, more than 4,500 practice teams (12%–15% of veterinary practices in the United States and Canada) are AAHA accredited or preaccredited.