Director, Community Operations at SoundCloud

Berlin, Berlin, Germany

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Music, TechnologyIndustries

Requirements

7+ years of progressive leadership experience in Customer Experience, Customer Support, or Customer Success within a direct-to-consumer or technology-driven organization, ideally in the creative or music space
Proven ability to shape and execute customer experience strategy that drives satisfaction, loyalty, and long-term growth
Strong record of operational excellence, building and scaling global support functions that balance efficiency, empathy, and brand integrity
Expertise in Help Desk and CRM ecosystems (e.g., Zendesk, Freshdesk, Salesforce), with a focus on workflow optimization, automation, and service innovation
Data-driven leader skilled in setting KPIs, leading business reviews, and translating analytics into actionable insights that inform product, marketing, and operational decisions
Exceptional strategic problem-solving and decision-making abilities, with the capacity to navigate ambiguity and lead through change
Inspirational and inclusive people leader with experience managing diverse, global teams—fostering collaboration, accountability, and professional growth
Adept at leveraging collaboration tools (Slack, Asana, Notion, etc.) to drive cross-functional alignment and execution across teams and time zones
Deep passion for delivering world-class customer experiences, amplifying creator success, and scaling systems that reflect SoundCloud’s community-first ethos
Familiarity with AI, personalization, and emerging creative tools that enhance user engagement and retention (a plus)
Experience leading agency relationships or cross-functional partnerships (inferred from incomplete description)

Responsibilities

Define and execute SoundCloud’s global customer experience vision, building a unified, scalable ecosystem that empowers users and deepens connection with our creator and listener communities
Champion the voice of the customer across SoundCloud, translating feedback and sentiment into strategic recommendations that influence product, policy, and growth initiatives
Lead innovation in customer experience, identifying new tools, technologies, and creative approaches that elevate engagement and reinforce SoundCloud’s position as the world’s leading artist-first platform
Design and optimize self-service and support strategies across web, mobile, chat, and AI-driven platforms—reducing friction and improving satisfaction through intuitive, data-informed design
Drive performance and operational efficiency through automation, process optimization, and AI-powered solutions that scale service without compromising quality
Establish and track CX KPIs, dashboards, and reporting frameworks to inform business reviews, resource planning, and cross-functional alignment
Develop high-quality content and resources (FAQs, Help Center, tutorials, interactive guides) that educate, empower, and engage customers across every touchpoint
Collaborate deeply across teams—including Product, Engineering, Marketing, Publishing, and IT—to integrate customer insights into product development and brand experiences
Oversee quality assurance, training, and knowledge management programs to ensure consistent excellence in every customer interaction
Build and lead a world-class Community Operations team, fostering a culture of empathy, creativity, and operational excellence that reflects SoundCloud’s values

Skills

Community Operations

Customer Experience

Support Operations

Team Leadership

Process Optimization

Automation

AI Tools

KPI Tracking

Data Analysis

Content Creation

Self-Service Design

Cross-Functional Collaboration

SoundCloud

Digital music streaming platform for creators

About SoundCloud

SoundCloud is a digital music streaming platform that allows users to listen to a vast library of over 265 million music tracks for free. Users can access music online, making it a popular choice for individual listeners, artists, bands, DJs, and audio creators. The platform operates on a multifaceted business model, offering a free tier with ads and premium subscription plans like SoundCloud Go and SoundCloud Go+, which provide ad-free listening, offline access, and higher audio quality. Additionally, SoundCloud has a monetization program called SoundCloud Premier, which enables artists to earn money from their tracks through ad revenue and fan support. This focus on both music consumers and creators, along with its extensive library and community of content creators, sets SoundCloud apart from its competitors. The company's goal is to enrich the music experience for users while providing opportunities for artists to monetize their work.

Berlin, GermanyHeadquarters

2007Year Founded

$450.8MTotal Funding

SERIES_GCompany Stage

Consumer Software, EntertainmentIndustries

501-1,000Employees

Benefits

Comprehensive health benefits including medical, dental, and vision plans, as well as mental health resources

Robust 401k program

Employee Stock Ownership Plan

Generous professional development allowance

Interested in a gym membership, photography course or book? We have a Creativity and Wellness benefit!

Flexible vacation and public holiday policy where you can take up to 35 days of PTO annually

16 paid weeks for all parents (birthing and non-birthing), regardless of gender, to welcome newborns, adopted and foster children

Various snacks, goodies, and 2 free lunches weekly when at the office

Risks

Cheaper artist plans may reduce revenue per user without a subscriber increase.

SoundCloud's merch store faces competition from established platforms like Bandcamp and Teespring.

New algorithms may face backlash if perceived as unfair or ineffective by artists.

Differentiation

SoundCloud offers a unique social platform for creators to connect with fans globally.

The platform's vast library of 265 million tracks sets it apart from competitors.

SoundCloud's artist monetization program, SoundCloud Premier, attracts a diverse creator community.

Upsides

AI-driven music tools enhance user engagement with personalized experiences and innovative content.

'Fan-powered' Buzzing Playlists increase user interaction by spotlighting emerging artists.

The beta merchandise program provides additional revenue streams, enhancing artist loyalty.

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