The Online Community Manager ensures the value of AACC’s online community to members. This position drives adoption of AACC’s community as the resident expert on strategies to drive member engagement, through project management, community site moderation, content creation, tracking and reporting, and as liaison with technical resources for the community platform. This position also works with staff and external stakeholders to create and implement social media plans to ensure consistency across AACC social media platforms and increase member engagement in all AACC social media activities.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. • Drive adoption and engagement in AACC’s member community -- AACC Artery-- coordinating with managers and stakeholders across the association to ensure its effectiveness and providing superior quality of customer service and support to members. • Work closely with AACC’s most engaged members on the Artery to ensure their continued engagement and satisfaction with the community. • Ensure that the user experience on AACC Artery is simple, clear, and engaging. • Work closely with AACC's Membership and Education Departments as well as appropriate volunteers to ensure the Artery is adopted, effective, and increases the ability for members to network and collaborate. • Work with other members of the Communications & PR Department to develop and implement promotion and engagement strategies and tactics as they relate to AACC marketing/communications and the organization's strategic goals. Communicate and promote new Artery features or procedures to members and staff. • Manage AACC’s community platform vendor to ensure that the platform is effective for members and for AACC program goals. • Work with the IT Department to address, resolve, and communicate any issues related to the features and functionality of the Artery; implement new Artery features as necessary. • Create and review community pages on aacc.org and coordinate with other members of Communications & PR team to ensure all community content is current and written according to AACC standards. • Monitor discussions, resource postings, and trends within AACC Artery. Identify and report trends in usage and advises on potential opportunities. Alert Senior Director of Communications & PR and appropriate staff as issues arise and work with staff to resolve issues. • Monitor and measure the success of community engagement (i.e. number of ambassadors, power users, number of discussions, etc.), and provide reports to Senior Director, Communications & PR and executives. Identify and report on community trends to internal teams • Develop and maintain community training resources, guidelines, and policies. • Work closely with Director, Communications & News Publications, to create and implement social media plans that increase user engagement across all AACC social media platforms. Develop benchmarks and monitor and measure the success of social media plans, demographics, and trends. • Work with Director, Communications & News Publications to implement plan to ensure consistency in messaging and visual branding across all AACC social media platforms. • Create and curate content on aacc.org, ensuring timeliness of aacc.org material and relevance to laboratory medicine stakeholders • Regularly provide insights gained from community moderation. • Interact with all AACC employees to facilitate positive productive working relationships. • Perform other duties as assigned and directed to satisfaction of supervisor.
• Experience communicating with members, including monitoring and managing potentially sensitive communications with tact and diplomacy. • Experience in facilitating participation in member communities and social media discussions, including monitoring, creating and editing content, identifying urgent issues and trends while responding quickly and efficiently. • Experience in increasing user engagement on social media platforms • Proven expertise interacting with audiences, including creating content such as technical documents, FAQ’s, videos and blog posts. • Proven expertise in project management • Strong organizational and multitasking skills while remaining accurate, efficient, and deadline oriented, and a proactive approach when working with stakeholders with different objectives and in different time zones. • Ability to effectively manage priorities, and work in a self-directed manner in a very fast-paced environment. • Team player with excellent customer service, communication and interpersonal skills. • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm. • An understanding of the experience of creating compelling online user experiences and new web technologies/tools.
Education and/or Experience • Bachelor's degree and more than 6 years of experience • Experience managing online communities or significant work experience as a super user in online peer-to-peer community building within an association position, or work-related social media expertise. • Experience in creating content to engage stakeholders • Excellent verbal and written communication skills. • Must be extremely organized with excellent time-management skills, multi-task oriented and able to meet strict deadlines. • Ability to work across departments within organization to create positive work environment • Strong customer support skills.
Language Ability • Excellent written and verbal communications skills. • Knowledge of communications and media production • Excellent interpersonal communications skills. • Ability to read and interpret documents such as operating instructions, and procedure manuals. • Ability to communicate with users and determine their needs based on submitted, written requests. • Ability to speak effectively with members and other employees.
Computer Skills • Requires high-level knowledge of how servers interact across multiple platforms • Strong computer skills, including knowledge of how content management systems and databases work • Must be knowledgeable in Microsoft Office Suite (Word, PowerPoint, Excel, Outlook, Visio, Access, and Project).
About American Association for Clinical Chemistry
The American Association for Clinical Chemistry (AACC) is a global scientific and medical professional organization dedicated to clinical laboratory science and its application to healthcare. Our leadership in education, advocacy and collaboration helps lab professionals adapt to change and do what they do best: provide vital insight and guidance so patients get the care they need.