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Community Operations Manager - India
This role is Office Based, Pune Office Job Description | Community Operations Manager
Location: India / In Person Team: Cornerstone University
About Cornerstone
At Cornerstone, we believe in AI that works in the service of people, amplifying their judgment to drive high-performing, future-ready organizations forward. Cornerstone Workforce AI™, the intelligence platform for workforce readiness, brings together workforce and labor market data into a proprietary Cornerstone People Graph™, translating signals into intelligence, targeting learning where it matters, developing critical skills, and surfacing hidden talent. Delivered as an open, enterprise platform across whatever application your people work in every day, Cornerstone Workforce AI is built for scale, security, and trust, with certified AI guardrails. As an industry leader, Cornerstone is helping approximately 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.
About the Role
Community at Cornerstone is the front door connecting our customers to learning, to expertise, and to each other. We're looking for an Operations Manager to ensure our community works seamlessly for our customers, supporting a unified experience across learning, events, user forums and our internal teams. This role balances operations, system administration of the community, and member support. You'll be the person ensuring the community works for members every day, building that processes and documentation that enable its scale.
You’ll work closely with the PM & Architect, Enablement Experiences, Customer Success, Support, IT, Product, and Marketing. The Architect owns taxonomy and SSO standards; you’ll operate those standards day to day and raise proposed changes through the appropriate process. You can bridge the gaps between user questions, troubleshooting, and system administration, responding with speed, authenticity, and care. The role deepens our customer's engagement and connection with Cornerstone, which, in turn, supports customer adoption, health, and retention.
This role is based in India, with teammates based in global geographic hubs. Weekday hours require flexing to provide overlap with members in EMEA and the Americas.
Key Responsibilities
Platform Administration and Community Operations
- Administer the Gainsight community platform, including forums, groups, categories, layouts, content, roles, and permissions.
- Operate the taxonomy defined by the PM & Architect, Enablement Experiences; flag gaps and coordinate proposed changes for their review.
- Manage member access and security in line with established SSO standards, partnering with IT on SSO, provisioning, and permission issues.
- Coordinate platform requests from intake through requirements gathering, solution design, testing, and release readiness.
- Operate and continuously improve Gainsight community features, including AI-assisted moderation, suggested answers, and auto-tagging.
- Maintain the quality of community content, especially accepted solutions. Review for accuracy, clarity, currency, and appropriate sourcing; flag or update incorrect and out of date content
Community Moderation, Trust, and Safety
- Apply community guidelines consistently and help keep discussions respectful, safe, and useful.
- Monitor and moderate posts, comments, and reported content; address spam, abuse, misinformation, and policy violations in line with escalation procedures. Monitor AI-generated suggestions and tags, escalate errors or risks, and apply human review before publishing or relying on AI outputs.
- Handle sensitive or high-risk issues discreetly and escalate threats, privacy concerns, or security issues to the appropriate teams. Maintain clear moderation procedures and document actions where appropriate.
Operations, Enablement, and Support
- Create and maintain clear procedures, process documentation, and internal guides. Ensure Customer Success and Support teams use community resources to engage and support customers.
- Build repeatable workflows for member onboarding, escalations, content reviews, and moderation, including out-of-the-box tools and AI.
- Resolve community-related requests—such as login, access, notification, and profile issues—within agreed service levels.
- Turn recurring questions into self-service resources, FAQs, accepted solutions, and knowledge articles.
- Partner with Customer Success to support active participation by customers and key accounts.
Reporting and Customer Insights
- Track membership, customer engagement, response and solution rates, content performance, moderation activity, and support deflection.
- Work with Customer Success and Cornerstone University to connect community insights with customer health and adoption, distinguishing community-owned results from outcomes influenced by other teams.
- Perform other duties as assigned.
What Success Looks Like
- Own and triage the first response to community members, responding to 90% of member questions within SLA during the scheduled coverage window.
- Within the first 90 days, improve the accepted solution rate in collaboration with cross-functional business partners. Establish a baseline metric and criteria that leads to an accepted-solution rate of at least 70% of eligible questions within five business days across community forums.
- Establish a support deflection rate baseline within the first 90 days, then target a 10% improvement in validated community-driven support deflection within12 months. Agree and partner on the measurement method with Support and Customer Success teams.
- Own content quality, developing automated solutions that review and maintain accepted answers and other priority content used by Cornerstone’s Advisor Agent, establishing documented review process and regular quality checks within the first six months.
- Own System Release readiness, ensuring 100% of planned Gainsight community releases have documented user testing and readiness checks before launch.
- Own operational documentation, maintaining knowledge processes and SOPs, creating a shared source of truth for the community operating model within the first six months.
Required Experience
- 3–5 years of experience in community operations, community management, customer success operations, or program operations.
- Hands-on administration experience with Gainsight customer communities or a comparable community platform.
- Experience using community features, including moderation, suggested answers, and auto-tagging; knows when to leverage AI to support workflow, with the ability to review their outputs and improve the quality of the content they rely on.
- Experience moderating online communities and applying community guidelines, trust-and-safety practices, and escalation procedures.
- Working knowledge of access-management concepts such as SSO/SAML, provisioning, roles, and permissions.
- Experience documenting processes and creating clear, useful guides.
- Experience coordinating cross-functional initiatives from requirements gathering through launch and measuring results.
- Ability to identify user pain points and translate them into clear business requirements.
- Strong written communication skills, with the judgment to adapt tone and detail to the audience and situation.
- Ability to evaluate content for accuracy, privacy, bias, and suitability. Discernment regarding AI generated responses within community and search, applying human judgment before using or sharing it.
Preferred Experience
- Familiarity with Cornerstone products.
- Experience improving AI-enabled community or customer-support workflows.
- Experience supporting members across multiple regions and time zones.
AI & Continuous Learning
- Uses AI tools in their own work and can show an example where AI changed how the work is done, not just how fast.
- Evaluates AI output critically for accuracy, bias, privacy and data handling, and knows when a human must decide.
- Actively explores internal (Cornerstone AI) and external tools, brings recommendations to the team, and retires tools and processes that do not earn their place.
- Keeps skills current through communities, certifications, hands-on experimentation and industry learning, and shares what they learn with the team.
How You Work
- Customer obsessed: Start with the learner’s and the account’s problem, not the tool.
- Innovate and transform: Challenge the status quo and retire systems and processes that do not earn their place.
- Proactive leadership: See problems and act before being asked.
- Get it done: Ship, measure and iterate.
- Forward looking: Plan for where technology and the business are going.
- AI native: Use AI daily to rethink work, not just accelerate it.
- Get uncomfortable to succeed: Take on hard, ambiguous problems and stay with them.
Community Operations Manager - India