Senior Manager, Community Engagement - Online Communities
Denver, CO  / Philadelphia, PA  / Los Angeles, CA  / Seattle, WA  / New York, NY  / Chicago, IL  / Minneapolis, MN  / Houston, TX ...View All
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Posted 8 days ago
Job Description


The National Multiple Sclerosis Society mobilizes people and resources to drive research for a cure and to address the challenges of everyone affected by MS. To fulfill this , the Society funds cutting-edge , drives change through , facilitates professional education, collaborates with MS organizations around the world, and provides programs and to their lives forward. We partner with volunteers to accomplish our work. Staff members engage volunteers through effective and timely communications, facilitating meaningful opportunities, and continually seeking and providing feedback for reciprocal growth and learning.


The Senior Manager, Community Engagement, leads development and implementation of our strategy to connect people affected by MS in online environments. This position oversees the innovation, evaluation, and continuous improvement plan of Society-wide virtual community engagement efforts, engaging more people with the National MS Society. The Senior Manager, Community Engagement also ensures that volunteer leaders and online communities receive a quality experience that is impactful, diverse, inclusive, and responsive to varied MS community needs. This position also equips relationship management staff to engage and support online communities through developing the tools and resources needed to implement this work.

Essential Function/Responsibility (% of time):

Relationship Development and Volunteer Engagement (55%): Oversee development and implementation of the community engagement strategy for virtual self-help groups and online communities across the Society.

  • In collaboration with the AVP and Sr. Director of Community Engagement, lead the development and oversight of the Society's strategic digital health community partnership allowing people with MS to connect with others facing similar challenges.
  • Ensure successful relationship development with online community leadership volunteers through a systematic relationship management tool for defined online areas across multiple platforms.
  • Collaboratively work to develop methods to collect participation, feedback, and impact data for continuous improvement of the virtual group experience.
  • Develop and deliver training that prepares staff to support groups in both virtual and hybrid models.
  • Ensure virtual communities are available to isolated, underserved and culturally diverse populations
  • Work with managers and directors to bring online community opportunities to areas with identified geographical gaps in in-person groups.
  • Hold a relationship portfolio of key virtual groups.
  • Work closely with the MS Navigator team to ensure the promotion/coordination of Society programs and resources through virtual groups.
  • Work closely with the Healthcare Access Team to engage providers in educational opportunities with online groups.
  • Work cross-functionally to identify opportunities for members of digital groups to engage in Society activities.
  • Identify and evaluate opportunities to expand online and virtual connection opportunities, including partnerships
  • Identify and oversee development of partners for possible program collaboration, strategic partnership, or support that are identified through virtual groups.
  • Work with the Directors, Community Engagement to oversee the implementation of engagement strategies for virtual and hybrid groups across the country, ensuring touch points are timely, productive, and documented.

Tools & Resource Development (35%): Ensure that relationship management staff have the tools needed to support virtual and hybrid groups across the country.

  • Work with the Director, Community Engagement to develop relationship strategy, tracking and management tools for virtual group engagement.
  • Work directly with digital marketing team and risk management to ensure governance, data privacy and brand compliance is in place through implementation of digital groups and communities.
  • Create an acquisition plan, supporting communication, outreach, and milestones to track progress towards goals.
  • Design and implement consistent onboarding and orientation experience for virtual group and online community leaders.
  • Develop new training for online volunteers as new roles are identified.
  • Communicate volunteer engagement information throughout the organization, including on the intranet.

Management/Administration (10%):

  • Support Managers, by providing cross-training, coverage and back-up as needed.
  • Manage a multi-market annual virtual group engagement budget.
  • Support marketing efforts of all virtual community program implementation by coordinating efforts with AVP, Community Engagement and Marketing partners.
  • Actively take part in local market events and activities supporting Society priorities and local staff and volunteers.


Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Master's Degree
Required Experience
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