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.
- Own the content-to-engagement handoff: no content goes live without an attached engagement plan, confirmed within 24 hours or escalated.
- Own silent-member recovery: a weekly pull of members with 14+ days of zero engagement, followed by a direct, personal touch to every name on the list.
- Feed member wins and highlights to leadership and the marketing/community team on a fixed weekly schedule.
- *The company reserves the right to add or change duties at any time.
Qualifications
- Bachelor’s degree in a relevant field or related discipline
- Deep, hands-on Circle expertise: space architecture, automations, uploads/content management, and running engagement around live events.
- Experience running a community or membership platform at meaningful scale, with direct ownership of retention or churn outcomes.
- Comfortable owning both the qualitative (member relationships, tone, daily presence) and the quantitative (churn cohorts, dashboards, data reconciliation) sides of the job.
- Demonstrated ability to build repeatable, cadence-based systems rather than run one-off campaigns.
- High attention to data accuracy - this function feeds numbers directly to leadership.
- Direct, low-ego communicator, comfortable flagging when something isn't working rather than waiting to be asked.
Skills
- A systems thinker who treats engagement and retention as processes to be built, not campaigns to be run.
- Equal parts platform operator, data-minded analyst, and people manager.
- Energized by daily execution and comfortable being measured by a single, clear number.
- A hands-on presence in the community, not a behind-the-scenes strategist.
Compensation
Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location.
The national base pay range for this position within the United States is $80,000.00 USD.
Your Location
This position is hybrid eligible for candidates based in New York City, NY area. The role may include occasional work at additional SERHANT. offices or attendance at offsites, as agreed to with your manager. Candidates must live within the United States.
Hiring Statement
SERHANT. is committed to providing a workplace free from discrimination or harassment. We expect every member of the SERHANT. community to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included and is afforded the respect and dignity they deserve.
Decisions related to hiring, compensating, training, evaluating performance, or terminating are made fairly, and we provide equal employment opportunities to all qualified candidates and staff. We examine our unconscious biases and take responsibility for always striving to create an inclusive environment that makes every employee and candidate feel welcome.
Recruiting Fraud Notice
Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to prompt you to pay a fee for services related to recruitment or training.
SERHANT. does not charge any application, processing, or training fee at any stage of the recruiting or hiring process. All genuine job openings will be posted here on on our Careers page or Linkedin, and all communications from the SERHANT. recruiting team and/or hiring managers will be from an @serhant.com email address.
Visa Sponsorship Notice
Thank you for your interest in working with us! At this time, we are not able to offer H-1B visa or any other work authorization sponsorship. To be considered for any of our open roles, candidates must be currently authorized to work in the United States without the need for sponsorship now or in the future.
