Job openings/Head of Reader Relations

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JOB TITLE

Head of Reader Relations

REPORTS TO

Chief Community Officer

JOB PURPOSE

The Head of Reader Relations is responsible for acting as an advocate for readers inside the Wikimedia projects, and with other Wikimedia Foundation staff. A primary focus of the role will be working with Wikimedia volunteers to establish and maintain processes and supports enabling volunteers to provide timely, responsible, courteous service to readers with inquiries, complaints and comments.

JOB SUMMARY
  • Work with Wikimedia’s large and engaged volunteer community to collaboratively develop and execute reader relations;
  • Provide for baseline analysis regarding current state;
  • Establish and track metrics for success in reader relations;
  • Consult and engage with other professionals (e.g., software designers, curriculum specialists, etc.), as required;
  • Write, design and produce materials including training materials and FAQs, in coordination with Communications and Public Outreach, to be made available as a resource to users of the Wikimedia projects on some stable platform (such as Foundation wiki);
  • Create and maintain up-to-date user relationship / contact tracking database;
  • Create and maintain up-to-date community volunteer database, including coordinating orientation and training as required;
  • Working with staff and community volunteers, plan and execute creative and practical solutions to existing issues around biographies of living people and other "hot button" items.
  • Engage in "in-person" training of community volunteers or staff as necessary and desirable (for instance, at Meetups or Wikimania)
  • Serve as reader advocate and evangelist.


REQUIRED QUALIFICATIONS
  • Strong leadership skills, including assessment and coaching of reports
  • 5+ years customer service experience
  • Extensive experience with and knowledge of "best practices" in customer service
  • Management and budgetary experience
  • Excellent communications skills, including writing and presentation ability
  • Tactful and diplomatic
  • Experience with stakeholder management, ideally in a non-profit or media context
  • Strong understanding of Wikimedia editorial policies and principles, and its goals and social norms
  • 5+ years experience with MediaWiki
  • Excels in a highly collaborative, consensus-oriented environment
  • Experience with wikis and participatory production environments
  • Understanding of the free culture movement a plus
  • The ideal candidate will be creative, highly motivated, and able to operate effectively in multiple cultural and language contexts
  • Must be comfortable using a wide variety of communications/collaboration tools including wikis, mailing lists and IRC




version 2.1 (2010-03-13)