Manager, Community Engagement & Integrity

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Job Responsibilities:

The Manager of Community Engagement & Integrity plays a pivotal role in transforming Welocalize’s relationship with its freelance and agency partners - building long-term loyalty while ensuring the integrity of the ecosystem through proactive behavior monitoring, tooling advocacy, and collaboration on compliance efforts.

This role combines community-building and content-driven engagement with operational awareness of risks such as fraud, misuse of AI tools, and irregular contributor behavior. The role includes identifying behavioral patterns, proposing process or tooling improvements, and supporting cross-functional efforts to protect Welocalize and its clients from risks associated with freelancer misrepresentation or misuse.

Operating with a high degree of autonomy and cross-functional influence, this role is central to enabling a healthy, scalable, and trusted freelance community in a fast-evolving AI-integrated localization industry.

The following is a non-exhaustive list of accountabilities and responsibilities of the Community Engagement Manager:

Community Strategy & Engagement Execution

• Define and implement a 12–24-month strategy for global community engagement and contributor integrity, aligned with company growth goals. 
• Develop and own the enterprise framework for freelancer tiering, engagement lifecycle, and risk monitoring. Launch and manage structured community engagement programs, including advisory boards, recognition programs, spotlight features, and opt-in networking forums.
• Ensure adoption of standards across Language Operations, Partner Ops, and Sales. 

Policy & Governance Leadership 

• Chair a cross-functional governance council (Ops, Legal, Compliance, Marketing, Product, WeloData) to align on community engagement, integrity, and risk response. 

• Establish minimum global standards for freelancer integrity, ecosystem health monitoring, and escalation protocols. 

• Report quarterly to ELT on ecosystem health metrics, risks, and opportunities. 

Communication Strategy & Brand Advocacy

• Own and execute a community communication cadence aligned to key lifecycle stages: onboarding, active engagement, re-engagement.
• Collaborate with Marketing to deliver consistent messaging across newsletters, social platforms and internal forums.
• Develop community-focused content that reinforces Welocalize’s value proposition, celebrates partnership, and promotes innovation in language services.

Feedback & Voice of the Community

• Lead the annual Partner Satisfaction Survey (PSAT), along with interim pulse surveys and feedback loops.
• Translate qualitative and quantitative insights into strategic recommendations for Language Operations and other functions.
• Ensure that feedback channels are inclusive, representative, and embedded into continuous improvement cycles.

Future-Ready Talent Framework Enablement

• Support segmentation and tiering models to align engagement strategies with freelancer types, including those working in AI-integrated workflows.
• Partner with Partner Engagement and Delivery teams to tailor recognition, enablement, and relationship management strategies based on community tiering.
• Support change management around resourcing shifts toward specific sourcing strategies.

Cross-Functional Enablement & Collaboration

• Lead collaboration with Sales, Solutions, and Marketing to position Welocalize’s partner community as a commercial differentiator. 
• Drive DEI and innovation initiatives by embedding the voice of the community into corporate strategy. 
• Partner with Delivery leaders to integrate community insights into sourcing and resource allocation decisions. 

Integrity & Ecosystem Risk Monitoring

• Monitor freelancer activity patterns across the engagement lifecycle to identify indicators of potential integrity risks, including identity misrepresentation, overreliance on machine translation, or process manipulation.
• Collaborate with internal stakeholders (e.g., WeloData, Legal, Partner Ops) to share findings, recommend minimum standards, and align on appropriate responses to emerging risks.
• Identify, assess, and recommend tools and reporting capabilities that enable scalable, privacy-compliant monitoring of the freelancer ecosystem.
• Own and maintain the business continuity policy for the freelancer community, including defining when a continuity plan is required, how it should be created, and what actions and communications should occur in the event of a disruption.
• Partner with cross-functional teams to ensure readiness, alignment, and visibility of continuity planning related to extended workforce stability.
• Support awareness-building efforts and internal enablement related to contributor behavior and ecosystem health.

Tooling & Platform Guidance

• In collaboration with Head of Partner Operations, influence the roadmap for community platforms and integrity analytics, ensuring scalability, automation, and alignment with security/privacy standards. 
• Recommend and support the implementation of platforms and systems (e.g., CRM, forums, community engagement platforms) that enable scale, automation, and analytics.
• Partner with Product & IT to deploy AI-enabled monitoring, contributor portals, and engagement platforms that set new industry benchmarks. 
• Evaluate and influence partner solutions that impact ecosystem engagement and integrity. 

Industry & Thought Leadership 

• Represent Welocalize in industry forums and associations, shaping emerging standards on AI use, contributor ethics, and freelancer engagement. 
• Publish and present thought leadership on ecosystem integrity and community-building in localization/AI-enabled services. 

REQUIREMENTS

• 8–10 years in community management, supplier engagement, ecosystem strategy, or partner operations, ideally in localization, B2B SaaS, or AI/data services.
• Proven ability to design and execute enterprise-level engagement frameworks and cross-functional governance models. 
• Familiarity with AI/LLM-integrated workflows, fraud detection, contributor analytics, and scalable engagement platforms. 
• Strong cross-functional influence, ability to lead governance councils, and credibility at senior executive and industry levels. 
• Exceptional storytelling and strategic communication, comfortable addressing ELT and external audiences. 

Skills & Competencies

• Strategic Communication: Exceptional written and verbal communication with a brand-forward mindset
• Cross-Functional Influence: Comfortable working across silos and at multiple levels of the business
• Community-Led Thinking: Ability to design programs that drive participation, advocacy, and peer-to-peer engagement
• Analytical Thinking: Able to interpret survey data, engagement metrics, and community behaviors to optimize approach
• Integrity Awareness: Comfortable identifying behavioral risks or anomalies and escalating through appropriate channels
• Empathy & Relationship Building: Strong interpersonal intuition and credibility within freelance ecosystems
• Execution Excellence: Organized and detail-oriented with experience managing complex roadmaps and content calendars

Key Success Metrics (KPIs)

• Net Promoter Score (NPS) and Partner Satisfaction (PSAT) scores
• Year-over-year increase in freelance retention and re-engagement
• Participation in advisory groups, forums, recognition programs
• Social engagement and content performance (CTR, open rate, sentiment)
• Adoption of enablement frameworks by Partner Operations and Delivery teams
• Volume and resolution of identified behavior risks or policy gaps
• Community health and segmentation insights influencing resourcing
• Deployment and adoption of community/integrity platforms aligned to roadmap.
• Welocalize visibility in industry forums and thought leadership channels

Additional Job Details: