Director Customer, Community, and Partnerships

World Open Network, Inc. - Menlo Park, CA (30+ days ago)

Full-timeEstimated: $110,000 - $160,000 a year

We’re an exciting start-up developing a cryptocurrency network based on an open-source third generation blockchain we’re creating which is focused on setting a new standard in security and protection for buyers while solving a widespread problem in game development funding.

Reporting directly to the VP Growth, as Director Customer, Community, and Partnerships you’ll A) create the foundation and framework for building out a world-class global customer support team, owning all support metrics and creating scalable systems, serving as an escalation point for critical issue support, B) champion and lead in a highly visible and important communications role which connects our vision and teams up with our WON developer and user community globally, and C) be responsible and own the awareness, acquisition, negotiation, retention, revenue, and referral of third party developers on the WON platform.

You’ll be working closely with our Product Team and Engineering Teams to have detailed knowledge of our constantly evolving products to ensure that user feedback flows to the appropriate team leads to fuel improvement and innovations, and be leading the development and optimization of our user feedback programs. You’ll also be:
  • working closely and leading the customer service team by coordinating launch plans, contribute to communications and monitoring and analyzing our user feedback to ensure a great user experience.
  • leveraging your community building expertise to drive developer and user relationships, engagement and retention.
  • needing a high level of analytical problem solving, project management and collaboration skills as you design and implement developer acquisition strategies.
Duties and Responsibilities
  • You will be developing a comprehensive user support experience and strategy for both new and existing products, leading your cross functional teams to execute against recommended plans.
  • Develop, implement and adjust community strategies and influencer plans across the community of WON globally.
  • Cultivate new business relationships within the blockchain/cryptocurrency industry globally and working to optimize the conversion funnels, test and determine direction across video gaming genres and scale best practices in business development.
  • Drive increased revenue and profit to achieve the company’s growth plans by cultivating new business relationships within the blockchain/cryptocurrency industry globally.
  • You will be managing a diverse team across multiple locations to provide world-class support to our global community.
  • Plan and schedule community activities and influencer events for WON and the company and on a global scale.
  • You will maintain a pulse on user feedback, providing a prompt and proper resolution of technical challenges and providing meaningful feedback to product and engineering teams to improve the user experience.
  • You will organize and manage a team of external customer service technicians that will provide superior customer support.
  • Serve as the escalation point for support questions and requests from our community and developers.
  • You’ll need at a minimum a BSc within an engineering field, with preference to those that couple their engineering degrees with an MBA.You’ll need at least a Master’s degree in Business Administration, Industrial Management, Finance, Economics or another related business field.
  • Direct experience working within an engineering company that has fast yet high quality product pushes on a daily basis with preference to those that come from leaders such as Google, Apple and Facebook.
  • Global and deep knowledge of the blockchain, cryptocurrency exchange or financial services industry.
  • Expert with network protocols and technologies, including firewalls, switches, routers, NTP, DNS, TCP, UDP, DHCP, packet sniffing tools, etc.
  • Experience in providing excellent communication both cross-functionality and to senior level stakeholders.
  • Significant experience building, managing and motivating teams located across multiple locations worldwide.
  • Experience working with technical team members across product and engineering teams.
  • Ability to work independently on project deliverables in a fast-paced ambiguous environment with proven success in project management, execution and multitasking.
  • Demonstrable persuasive writing, grammar and content-creation skills with samples provided.
  • High interpersonal, verbal communication and presentation skills.
  • You’ll need to be a strategic and creative thinker with the ability to present new ideas effectively and communicate challenging issues.
  • High ability to objectively interpret end-user and community feedback and make actionable recommendations.
  • Committed to the highest levels of integrity, ethics and professionalism.
  • Exceptional analytical and problem-solving skills.
  • Ability to write clear instructional documentation and convey highly technical ideas in terms that regular users can understand and be able to communicate such solutions well for a wide audience.
  • Must have a motivated, self-starting personality that is able to work independently while maintaining patience with constant interruptions and multiple requests.
  • Provide leadership, vision and motivate team.
  • Excellent written and verbal communication skills.
  • Exceptional leadership skills in a fast-paced startup environment.
  • A solid understanding of IT and technology and the benefits it can provide.
  • Committed to the highest levels of integrity, ethics and professionalism.
Key Traits We’re Looking For
  • Public Relations
  • Deal Making
  • Product support
  • Customer support
  • Problem Solving Finance
  • International
  • Transactions/payments
  • Bank Relationships
  • Evangelist
  • User Growth
  • Government Relationships
  • Competitive Salary
  • Awesome bonus
  • 20 days annual leave
  • 8 days personal leave
  • 100% medical, dental and vision insurance
  • Life insurance
  • 401(k) and FSA
  • Free shuttles between Caltrain Menlo Park and office
  • Gym on site, accessible 24/7
  • Located on corner of Marsh Road and 101, by the Dumbarton Bridge exit.
  • Loads more!