Community Operations Manager

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 is the intelligence platform for workforce readiness, helping approximately 7,000 organizations and 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.

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

• 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.
• 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.
• Handle sensitive or high-risk issues discreetly and escalate threats, privacy concerns, or security issues to the appropriate teams.
• Create and maintain clear procedures, process documentation, and internal guides.
• Build repeatable workflows for member onboarding, escalations, content reviews, and moderation.
• Resolve community-related requests within agreed service levels.
• Track membership, customer engagement, response and solution rates, content performance, moderation activity, and support deflection.
• Perform other duties as assigned.

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.
• 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.
• Strong written communication skills.

Preferred Experience

• Familiarity with Cornerstone products.
• Experience improving AI-enabled community or customer-support workflows.
• Experience supporting members across multiple regions and time zones.

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.