Customer Experience Manager

#TeamNextdoor

Nextdoor (NYSE: KIND) is the essential neighborhood network. Neighbors, public agencies, and businesses use Nextdoor to connect around local information that matters in more than 340,000 neighborhoods across 11 countries. Nextdoor builds innovative technology to foster local community, share important news, and create neighborhood connections at scale. Download the app and join the neighborhood at nextdoor.com. 

Meet Your Future Neighbors

At Nextdoor, the Finance organization is made up of highly motivated, high performing individuals who are continually looking to find efficiencies through process improvement and automation. We work hard but also know how to have fun and work cohesively as a team. We enjoy partnering cross functionally and strive to be exceptional business partners. 

The Impact You’ll Make

As Community Moderation Manager, you will design and implement processes to ensure moderation quality and consistency, engage and support our global moderator base, and drive continuous improvement through data-informed decision-making and regular feedback loops. You will collaborate closely with cross-functional teams to align moderation practices with business objectives, leverage technology and tools to streamline workflows, and communicate changes effectively to ensure buy-in and engagement from the moderator community.

Key Responsibilities

Moderation Program Development & Operational Readiness

• Oversee daily operations of the global moderation program to ensure speed, quality and consistency
• Collaborate with cross-functional teams to evolve and operationalize scalable moderation frameworks and processes that uphold Nextdoor’s guidelines and values
• Ensure operational readiness for new product rollouts and policy updates, collaborating closely with product and policy teams to prepare moderators for change
• Create and lead educational programs, webinars, and virtual events to reinforce best practices and support moderator engagement

Data-Driven Analysis & Feedback Loops

• Analyze moderator and member feedback, incident data, and key metrics to identify pain points and inform program enhancements
• Implement feedback loops, including quarterly surveys, and pilot new approaches to improve moderator experience and community health

Cross-Functional Collaboration  & Advocacy

• Serve as a trusted advisor and advocate in product, policy, and support discussions, prioritizing moderator needs and communicating changes clearly
• Represent moderator perspectives in cross-functional initiatives and go-to-market plans

Tooling, Technology, and Trust & Safety

• Collaborate on the design and optimization of in-house moderation tools, including the thoughtful integration of AI-driven solutions to streamline workflows and reduce manual burden
• Maintain up-to-date, clear, and enforceable community guidelines and help content, ensuring moderators and members can easily resolve common issues

AI & Continuous Improvement

• Stay current with industry trends, best practices, and emerging technologies in community management, trust & safety, and AI moderation
• Experiment with and pilot new approaches to moderation, balancing human judgment with automation to maximize impact and community health

What You’ll Bring

• At least 7-10 years of proven program management experience working with online moderators, and developing scalable community moderation systems
• Exceptional communication and empathy—the ability to build trust, resolve conflicts, and make everyone feel heard and valued
• General data literacy—comfortable using analytics tools and dashboards to draw actionable insights (deep technical skills like advanced SQL are not required)
• Experience facilitating webinars, focus groups, or virtual events for large and diverse audiences
• Strong organizational skills and the ability to manage multiple projects in a fast-paced, evolving environment
• Adaptability and a willingness to learn—open to new technologies and approaches, including AI, with support for upskilling as needed
• Collaborative mindset—ability to work effectively across teams and with a diverse, global community
• A passion for fostering inclusive, safe, and engaged online communities

Bonus Points:

• Experience implementing AI in scaled moderation
• Experience developing training materials or educational content
• Familiarity with content creation (video, written, or interactive)
• Bachelor’s degree or equivalent experience

Rewards

Compensation, benefits, perks, and recognition programs at Nextdoor come together to create one overall rewards package.

The starting salary for this role is expected to range from $125,000 to $150,000 on an annualized basis, or potentially greater in the event that your 'level' of proficiency exceeds the level expected for the role. Compensation may vary by geography, and we expect to award a meaningful equity grant for this role. With equal quarterly vesting, your first vest date would be within the first 3 months of your start date. Overall, your total compensation will vary depending on your relevant skills, experience, and qualifications.

We have you covered! Nextdoor employees can choose between a variety of great health plans. We cover 100% of your personal monthly premium for health, dental, and vision – and provide a OneMedical membership for concierge care.

At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we seek to serve. We encourage everyone interested in our purpose to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.

Join us to help shape the future of neighborhood engagement and community moderation at scale—where people and connection come first.

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