Job Description

Job Description

Part time program coordinator who is responsible for coordination, review, and operations of user-generated creative assets projects and communities for the User Economy.

Job Details (what they’re going to be responsible for)

• Review Queue Monitoring: Review and coordinate all creative asset submissions for User Economy Team (Community Awards, Avatars, Brand Awards, etc); identify items approaching their service level agreement (SLA) deadlines, and coordinate with relevant team members to address these promptly.
• Escalation Queue Processing: Examine escalation queues for items needing XFN attention (e.g. hidden items, unoriginal work or AI-generated content, potential Policy violations)
• Staging Pipeline Oversight: Monitor the staging pipeline to identify and resolve any stuck items by requesting upload retries
• Community Management & Outreach: Regularly update the community with upcoming events and activations; add newly onboarded artists to r/CollectibleCreators subreddit; moderate r/CollectibleCreators subreddit. Potential to support more pilot communities for experimental products.
• Brand Enablement: Function as XFN liaison to coordinate and facilitate brand activations deals related to User Economy team
• Onboarding Support: Assist with creator/community onboarding issues, (e.g. addressing Persona false positives, stripe resets, upload errors, etc)
• Support Queue & Modmail Monitoring: Oversee the creator & community Zendesk queues and manage modmail communications
• Contractor Liaison: Review the work of TELUS contractors, responding to their inquiries as needed
• Content Organization: Manage updates for HCAs and other tutorial content; facilitate updates to the Avatar shop as needed;
• Enforcement and Legal Response: Coordinate the enforcement of bans and handle responses to takedowns
  
  

Job Qualifications

• Experience
• • 3+ years of experience in community management, project coordination, or content review, preferably in a user-generated content or creative platform environment.
  • Experience working with cross-functional (XFN) teams, including engineering, design, legal, and support teams.
  • Proven experience with content moderation, creative review processes, or managing escalations related to policy violations.
• Skills
• • Project Coordination: Strong ability to manage multiple queues, meet service level agreements (SLAs), and coordinate across teams to resolve issues promptly.
  • Community Management: Experience engaging with online communities, managing subreddits or forums, and fostering a collaborative creator ecosystem.
  • Technical Proficiency: Familiarity with content management systems (CMS), Zendesk, or similar support tools.
  • Communication: Excellent written and verbal communication skills to interface with creators, brands, and internal teams effectively.
  • Problem-Solving: Ability to identify, escalate, and resolve bottlenecks or content pipeline issues.
  • Attention to Detail: Strong organizational skills to oversee creative asset submissions, staging pipelines, and tutorial updates.
• Knowledge
• • Understanding of user-generated content policies, intellectual property, and enforcement processes.
  • Familiarity with online monetization strategies, brand partnerships, and digital economy ecosystems.
  • Awareness of AI-generated content, copyright concerns, and other relevant trends impacting creators and communities.
• Tools & Platforms
• • Familiar with tools like Zendesk, Stripe, or similar support systems.
  • Experience with platforms facilitating user economy, such as ecommerce shops or virtual goods marketplaces.
• Other Attributes
• • Self-starter who thrives in dynamic, fast-paced environments.
  • Collaborative team player who can liaise effectively across departments and external partners.
  • Passion for fostering vibrant creator communities and enabling creative expression.