Description
Community Platform Manager
New York, NY (hybrid)
About SERHANT.
SERHANT. is the most followed real estate brand in the world, calibrated for the marketplace of tomorrow, delivering proven results for buyers, sellers, and developers. SERHANT. revolutionizes the traditional brokerage model by innovating through media and content creation and is powered by a full-service in-house film studio as well as an amplification platform that puts our properties in front of more people than anyone else.
Sell It is the daily performance platform for ambitious real estate professionals founded by Ryan Serhant. Our mission is simple but bold: to turn ambition into action. We help agents build lasting businesses through learning systems, community, and proof of results. With strong brand equity, a growing membership base, and an ambitious 10x growth plan, we're transforming from a content library into a daily performance system that agents can't live without.
About the Role
We're looking for a Community Platform & Operations Manager to own the operational backbone of the Sell It community: the Circle platform, the support function, and the daily systems that keep members engaged, informed, and retained.
This is a hands-on operator role, not a strategy role. You will run the platform end to end, manage the support function, and own the data and engagement systems that determine whether members stay or churn.
Responsibilities
- Circle Platform Ownership & Support Management
- Own end-to-end Circle platform architecture: space structure, navigation, permissions, and information design.
- Own every member-facing automation across the full lifecycle: onboarding through cancellation and win-back.
- Own all Circle uploads: courses, resources, replays, templates, and any content asset that lives on the platform.
- Own event engagement plans start to finish for every live: pre-event promotion, live-room facilitation, and post-event follow-up and replay placement.
- Own recurring security and access audits as a standing responsibility.
- Own data reconciliation between Circle and Stripe so revenue and engagement numbers match the leadership scorecard.
- Manages the Customer Support function end to end. Direct manager of the Customer Support representative, owning their workload and response quality, plus inbox staffing, response-time standards, escalation paths, and quality control across all member-facing support.
- Retention & Data Operations
- Own weekly retention reporting, benchmarked against baseline churn metrics (overall, monthly-plan, annual-plan, and share of churn inside the first 90 days).
- Own structured cancellation-reason capture, including a systematic exit survey.
- Own the early-warning system for at-risk members: logins stopped, onboarding milestones missed, workshops skipped, 14+ days with zero engagement.
- Own the monthly-to-annual conversion push, moving members onto the plan with the lower churn profile.
- Track and report churn by cohort, by engagement level, and by event attendance versus non-attendance.
- Engagement Strategy & Execution
- Daily: minimum one visible post or comment thread every day, no dark days.
- Monthly: owns the monthly engagement strategy tied to the editorial theme, including a fixed cadence of touches (Wall of Wins, Q&A, roll-call prompts) and the pre/during/post plan for every live event that month.
- Yearly: owns the annual engagement strategy, mapping cadence and content-handoff standards against the retention calendar (renewal windows, Month-4 annual upgrade push, seasonal churn risk).
- Own weekly anchor moments: Wall of Wins (3x weekly in Circle, 1x weekly to social), one Q&A thread tied to the monthly theme, one roll-call prompt to surface lurkers.
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