Communities and Connects Manager

• CST owns all client communication.
• Customer Success owns strategic guidance.
• Operations governs frameworks, processes, and compliance.

Key Responsibilities

• Deliver ongoing Communities and Connects programs, adjusting execution based on project complexity and client requirements.
• Own the full end‑to‑end setup and configuration of the Square/SQS platform, including workflow logic, client portal setup, integrations, and technical deployment.
• Ensure all Research Activity (RA) setups are complete, accurate, and aligned with activity guides and requirements.
• Run QL/QN programming, testing, troubleshooting, and deployment where applicable.
• Manage timelines, risks, and dependencies to ensure on‑time, high‑quality project delivery.

• Manage participant recruitment and onboarding for Square and Connects, ensuring proper segmentation and strong quality control.
• Oversee day‑to‑day fieldwork operations, ensuring participation targets and sampling plans are met.
• Prepare, upload, and manage incentive lists, reward distribution, winner communications, and related participant support activities to maintain engagement, motivation, and incentive accuracy.
• Coordinate participant communications relating to recruitment, onboarding, rewards, activity participation, and support inquiries through approved support channels and ticketing platforms.
• Monitor participant support themes, service quality trends, and recurring issues, escalating systemic risks that may impact participant experience, engagement, incentive fulfillment, or community performance.
• Coordinate with external vendors for participant recruitment, ensuring compliance and quality.

• Implement best practices in community operations to foster active and highly engaged communities.
• Monitor incentive strategies to maintain retention and maximize participation.
• Conduct deep quality control checks on survey performance and participant outputs to maintain research integrity.
• Identify and resolve implementation issues, ensuring alignment with setup documents and activity guides.
• Continuously improve participant experience by reviewing and acting on feedback.
• Provide reporting insights related to engagement, fieldwork performance, and platform operations.
• Own DIY support operations, including ticket triage, resolution, and escalation workflows.

• Work with CST, Customer Success, Service Line, and technical teams to ensure seamless handovers, operational readiness, and smooth project execution.
• Support escalation management for high‑profile structural communities in partnership with CST and Customer Success, without direct client involvement.

• Support Operations in revenue recognition processes, including G&S receipts, PO and invoice follow‑ups, and other operational compliance activities.
• Ensure all operational documentation is accurate, complete, and aligned with Operations‑governed frameworks.
• Identify opportunities to improve delivery efficiency through standardization, automation, and reuse of best practices.

• Identify operational risks, blockers, scope gaps or feasibility concerns early.
• Escalate promptly to Ops Manager + CST to protect project quality, timeline, and scope.
• Drive mitigation actions and ensure stakeholders remain aligned throughout delivery.
• Ensure clear alignment with Consultants and Business Operations on scope, resourcing, and expert involvement, escalating where decisions fall outside delivery ownership.

Skills, Knowledge & Expertise

• On‑time configuration and launch rate
• Ticket resolution speed and SLA adherence
• Community engagement and retention levels
• Fieldwork delivery completeness vs. target
• Accuracy of incentives and operational documentation
• Responsiveness and effectiveness in handling escalations