Director, Help Experience

Description

Hi, We’re AppFolio.

We’re innovators, changemakers, and collaborators. We’re more than just a software company — we’re a cloud-based powerhouse that creates products to make our customers’ lives easier. We’re revolutionizing the way people do business, and we want your ideas, your enthusiasm, and your passion to help us keep on innovating.

We love where we work, and you can, too.

What You’ll Do:

Lead, develop and evolve AppFolio’s Help experience with a customer experience lens to build, transform and redesign content strategy to achieve self-service adoption, workflow adoption, and personalized learning experience. The leader will lead and inspire high-performing customer-obsessed content producers, customer enablement managers, CX experience leads, and community designers, to drive accelerated value for our customers while optimizing the path for their service needs

• Lead, build, and drive overall APM Help Experience strategy (inclusive of content, self-service, customer engagement within communities, and knowledge management).
• Deliver a competent content and self-service strategy that we execute in partnership with services & product organization, improving our NPS by 10-15 pts over the next 12 months.
• Drive self-service rates to industry best standards (: 50 % SSR) with ZERO impact on customer experience with reducing the need for Live support as measured by a decrease in case volume by : 20 % in 2023.
• Build and deliver a roadmap for knowledge management ensuring that every customer can quickly find, understand & digest the content, and if necessary, share the information across our customer base.
• Applies functional or technical expertise and management practices to guide planning, execution, efficiency, and improvements across the team.
• Actively coach, inspire, and build a team of product & customer experts enabling experiences.
• Bring SME on content production, communities, experience design as well as CX best practices.
• Learn product & become a product expert, while driving refresh of our internal training for the Help experience team.
• Evaluate, recommend, optimize tech stack for content production, help experience including ownership for AI-driven tech (Bots) for self-service and community engagement.
  
  

What We’re Looking For

• The ideal leader has strict attention to detail, is organized with excellent time-management, customer-first focus, innovation and project management driven, and is able to maintain valuable relationships across AppFolio Inc. in order to accurately represent our product through effective help & training content.
• Understanding the Customer: Relentless focus on understanding & delighting our customers. Uses curiosity, creativity, risk taking, experimentation and collaboration to foster innovations to improve the user experience.
• Analytical Skills: Able to distill data down to key information that enables great decision making. Tells a compelling story using data.
• Strategic Communication: Leaders across the organization are able to articulate why & what is being worked on by your team, the objectives, and the expected outcome.
• Collaboration: Establishes collaborative working relationships & proactively seeks opportunities to bolster the Help Experience team's visibility within the organization.
  
  

Must-Haves

• 15+ years’ experience leading teams in a diverse design and research environment
• 12+ years of people management experience required.
• 10+ years experience in customer-facing roles (non-sales)
• Minimum 10 years of content authoring/management experience, including digital publishing and/or product management
• Flexibility to travel as needed.
  
  

Our Story

AppFolio (NASDAQ: APPF) was founded in 2006 with the mission to revolutionize vertical industry businesses by providing great software and service. Our easy-to-use, cloud-based software helps our customers more effectively market, manage, and grow their businesses. Our software solutions exist in the real estate vertical, including AppFolio Property Manager and AppFolio Investment Management.

To find out more about what AppFolio has to offer, check out appfolioinc.com/careers.

Statement of Equal Opportunity

At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.