Interview Guide for

Community Manager

This comprehensive interview guide for a Community Manager outlines an effective interview process to identify candidates who can foster vibrant online communities, create engaging content, and serve as the bridge between your brand and your audience. With carefully designed questions focusing on communication skills, community engagement, and social media expertise, this guide will help you select a Community Manager who can build meaningful relationships and drive growth.

How to Use This Guide

This guide serves as your roadmap to conducting effective interviews for your Community Manager role. To make the most of it:

Customize and Adapt - Tailor the questions and work sample to your specific [Industry] and community platforms.
Collaborate - Share this guide with everyone on the interview team to ensure consistency across all interviews.
Score Independently - Each interviewer should complete their scorecard before discussing candidates with others to prevent bias.
Use Follow-up Questions - Dig deeper with the provided follow-up questions to get beyond prepared answers and understand the candidate's true experiences.
Focus on Behaviors - Past behaviors are the best predictors of future performance, so pay special attention to specific examples from candidates.

Looking for more support? Check out how to conduct a job interview or explore interview questions for community managers for additional options.

Job Description

Community Manager

About [Company]

[Company] is a [Industry] company that values innovation, creativity, and community. We're dedicated to [brief mission statement] and creating a positive impact through our products/services and the communities we build.

The Role

As a Community Manager at [Company], you'll be the voice of our brand and the champion of our online community. You'll foster vibrant engagement across our digital platforms, cultivate meaningful relationships with our audience, and translate community insights into actionable business strategies. This role sits at the intersection of marketing, customer support, and product development, making it vital to our ongoing success.

Key Responsibilities

Develop and execute a community engagement strategy across multiple platforms including [relevant platforms]
Create and curate engaging content that resonates with our community and aligns with our brand voice
Monitor conversations, respond to comments, and address concerns promptly and professionally
Track and analyze community metrics to identify trends and opportunities for growth
Collaborate with marketing, customer support, and product teams to ensure consistent messaging
Identify and engage with key influencers and advocates within the community
Organize and manage community events, contests, and initiatives to boost engagement

What We're Looking For

Experience building and managing online communities across various social media platforms
Excellent written and verbal communication skills with a strong understanding of grammar and style
Exceptional interpersonal skills with the ability to build relationships in digital environments
Strong organizational abilities and capacity to manage multiple priorities simultaneously
Data-driven mindset with experience using analytics to measure community health
Creativity and innovative thinking when developing content and community initiatives
Experience with social media management tools (e.g., Hootsuite, Buffer, Sprout Social)
Demonstrated ability to work independently while collaborating effectively with teams
Passion for our industry and understanding of our target audience

Why Join [Company]

At [Company], we offer more than just a job – we offer a chance to make a real impact in [Industry]. You'll be joining a team that values creativity, innovation, and authentic connections. We provide:

Competitive compensation package of [Pay Range]
Comprehensive benefits including [healthcare, PTO, retirement, etc.]
Professional development opportunities and growth potential
Flexible work arrangements to support work-life balance
A collaborative and supportive company culture

Hiring Process

We've designed our hiring process to be thorough yet efficient, giving you a clear view of the role while allowing us to get to know you better. Here's what to expect:

Initial Screening Call - A 30-minute conversation with our recruiter to discuss your background and interest in the role
Community Management Exercise - A practical assessment of your community management skills through a short role-playing exercise
Hiring Manager Interview - An in-depth discussion of your experience and approach to community management
Team Collaboration Interview - Meet with potential teammates to explore how you'd work together

We're committed to providing timely feedback throughout the process and making your candidate experience as positive as our community experience.

Ideal Candidate Profile (Internal)

Role Overview

The Community Manager serves as the primary liaison between [Company] and our online audience, responsible for building and nurturing a thriving community that drives engagement, brand loyalty, and business growth. This role requires a strategic communicator who can balance creative content creation with data-driven decision making, all while maintaining an authentic and consistent brand voice across multiple platforms.

Essential Behavioral Competencies

Communication Skills - Demonstrates exceptional written and verbal communication abilities, adapting tone and style for different platforms and audiences while maintaining brand consistency. Can translate complex information into engaging content and respond to community members with empathy and clarity.

Community Engagement - Effectively builds relationships with community members, fosters meaningful discussions, and creates environments where people feel valued and heard. Proactively identifies opportunities to increase participation and connection within the community.

Content Creation & Curation - Creates original, engaging content that resonates with the target audience and supports business objectives. Identifies and shares relevant external content that adds value to the community and positions the brand as a thought leader.

Analytics & Problem Solving - Uses data to evaluate community health, identify trends, and make strategic decisions. Applies creative problem-solving skills to address community challenges and continuously improve engagement strategies.

Collaboration - Works effectively across departments to align community initiatives with broader marketing, customer support, and product goals. Represents the voice of the community internally and incorporates team feedback into community strategies.

Desired Outcomes

Engaged Community Growth - Build and grow an active, engaged community across [relevant platforms], increasing membership, participation rates, and positive sentiment metrics by [growth target].

Strategic Content Implementation - Develop and execute a content calendar that drives meaningful interactions, resulting in increased engagement metrics (comments, shares, etc.) and community-generated content.

Data-Driven Insights - Provide regular analysis of community performance, identifying trends and opportunities that inform product development, marketing strategies, and customer service improvements.

Brand Advocacy Development - Identify, nurture, and activate key community members into brand advocates, resulting in expanded reach and authentic word-of-mouth promotion.

Cross-Functional Integration - Successfully incorporate community insights into broader company initiatives and ensure community needs are represented in product development, marketing, and customer service strategies.

Ideal Candidate Traits

The ideal Community Manager candidate possesses a natural talent for building relationships in digital environments, with a genuine curiosity about people and what motivates them to engage. They demonstrate:

Empathy and emotional intelligence that allows them to understand community needs and respond appropriately to various situations
Adaptability to manage multiple platforms and quickly pivot strategies based on community response
Creativity balanced with strategic thinking to develop engaging content that meets business objectives
Self-motivation and proactive problem-solving to identify issues before they escalate
Resilience to handle criticism and difficult community members with professionalism
Cultural awareness and sensitivity to diverse perspectives and needs
Experience in [Industry] or demonstrated passion for the subject matter
Comfort with both qualitative and quantitative data analysis
Strong attention to detail while maintaining a view of the bigger picture
Ability to work independently while knowing when to escalate issues to leadership

Recruiter Screening Interview

Directions for the Interviewer

This initial screening interview aims to quickly assess whether candidates have the baseline qualifications, communication skills, and community management experience to succeed in this role. Focus on understanding their previous experience managing online communities, their approach to community building, and their familiarity with social media platforms and analytics tools. Listen carefully to how they communicate, as this role requires exceptional verbal and written communication skills. Pay attention to candidates who show genuine enthusiasm for community building and demonstrate a strategic approach rather than just tactical social media management.

Best Practices:

Begin by briefly explaining the role and what [Company] is looking for
Allow the candidate to speak 70% of the time while you speak 30%
Listen for specific examples rather than theoretical approaches
Assess communication style – articulation, clarity, and engagement level
Note candidates' questions about the role – they reveal priorities and level of interest
Save 5-10 minutes at the end for candidate questions

Directions to Share with Candidate

During this conversation, I'd like to learn more about your experience with community management and what drew you to this role. I'll ask about your previous experience building and managing online communities, your approach to content creation, and how you measure success. Feel free to share specific examples that demonstrate your skills and ask any questions you have about the position or [Company].

Interview Questions

Tell me about your experience managing online communities. What platforms have you worked with, and what types of communities have you built or managed?

Areas to Cover

Specific platforms and tools they've used
Size and type of communities they've managed
Length of experience with community management
How they built or grew these communities
How they define success in community management
Relevant industry experience

Possible Follow-up Questions

What was the most successful community initiative you implemented, and how did you measure its success?
How do you adapt your approach for different platforms (e.g., Instagram vs. Discord vs. Facebook Groups)?
What strategies have you found most effective for initially building community engagement?

Walk me through how you plan and create content for social media and community platforms. How do you ensure content aligns with brand voice while engaging your community?

Areas to Cover

Their content planning process
How they maintain content calendars
Their approach to aligning content with brand voice
Methods for testing and measuring content effectiveness
Experience creating different content formats (text, images, video)
How they balance planned content with responsive, timely content

Possible Follow-up Questions

How do you adapt content strategy based on analytics or community feedback?
Can you share an example of content that performed much better or worse than expected? What did you learn?
How do you maintain a consistent brand voice when multiple team members are creating content?

How do you handle difficult community members or negative feedback? Can you share a specific situation and how you addressed it?

Areas to Cover

Their conflict resolution approach
How they maintain professionalism during challenging interactions
Their process for determining when to engage vs. when to escalate
Experience creating/enforcing community guidelines
How they protect community culture while addressing problems
Their ability to turn negative situations into positive opportunities

Possible Follow-up Questions

What guidelines do you follow when deciding whether to delete comments or ban users?
How do you balance free expression with maintaining a positive community environment?
What's the most challenging community situation you've handled, and what did you learn from it?

Describe how you use data and analytics to inform your community management strategy. What metrics do you track, and how do you use them to drive decisions?

Areas to Cover

Specific metrics they track and why
Analytics tools they're familiar with
How they convert data into actionable insights
Experience creating reports for stakeholders
How they balance qualitative and quantitative feedback
Examples of strategy changes based on data

Possible Follow-up Questions

How do you determine if a community is healthy and growing?
What metrics have you found most valuable for demonstrating community ROI to leadership?
How do you gather qualitative feedback from your community?

Describe how you've worked with other teams (marketing, product, customer success) to integrate community insights into broader company initiatives.

Areas to Cover

Their collaboration approach with cross-functional teams
How they've advocated for community needs internally
Experience translating community feedback into product improvements
Methods for sharing community insights with relevant teams
Challenges they've faced in cross-departmental collaboration
Their communication style with various stakeholders

Possible Follow-up Questions

How do you prioritize community feedback when sharing with product teams?
What processes have you established for regular communication with other departments?
Can you share an example where community insights directly influenced a business decision?

What tools and platforms are you experienced with for community management, content creation, and analytics?

Areas to Cover

Social media management tools (Hootsuite, Buffer, Sprout Social, etc.)
Content creation tools and software
Analytics platforms and reporting tools
Community forum/platform management experience
Comfort level with learning new tools quickly
Understanding of automation vs. personal engagement

Possible Follow-up Questions

How do you determine which tools are worth investing time in learning?
Which tools have you found most valuable for streamlining community management?
How comfortable are you with setting up automated responses while maintaining an authentic feel?

Interview Scorecard

Communication Skills

0: Not Enough Information Gathered to Evaluate
1: Struggles to articulate thoughts clearly; responses are disorganized or confusing
2: Communicates adequately but lacks polish; occasional clarity issues
3: Communicates clearly and effectively; adapts tone appropriately
4: Exceptional communicator; articulate, engaging, and precise with language

Community Management Experience

0: Not Enough Information Gathered to Evaluate
1: Minimal or irrelevant community management experience
2: Some experience but limited in scope or depth
3: Solid experience managing communities similar to our needs
4: Extensive, directly relevant experience with proven success in community building

Platform Knowledge

0: Not Enough Information Gathered to Evaluate
1: Limited familiarity with social platforms; experience doesn't match our needs
2: Knowledge of basic platforms but gaps in expertise with key platforms we use
3: Proficient with major platforms relevant to our community needs
4: Expert-level knowledge across multiple platforms with advanced usage skills

Data-Driven Approach

0: Not Enough Information Gathered to Evaluate
1: Little understanding of analytics or how to use data
2: Basic understanding of metrics but limited experience applying insights
3: Good grasp of relevant metrics and how to use them to improve strategies
4: Strong analytical mindset with proven ability to translate data into strategic decisions

Engaged Community Growth

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Strategic Content Implementation

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Data-Driven Insights

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Brand Advocacy Development

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Cross-Functional Integration

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Hiring Recommendation

1: Strong No Hire
2: No Hire
3: Hire
4: Strong Hire

Community Management Role Play

Directions for the Interviewer

This work sample exercise is designed to evaluate the candidate's ability to handle real community management scenarios they'll likely encounter in this role. The exercise assesses their communication style, problem-solving abilities, and strategic thinking when facing community challenges. Pay attention to how they balance empathy with professionalism, their ability to think on their feet, and whether their responses align with [Company]'s brand voice and values.

Set up the role play by explaining the scenario clearly and giving the candidate a few minutes to prepare. For each scenario, assume the role of a community member/stakeholder and interact with the candidate as they respond. After each scenario, take a few minutes to discuss their approach and thinking.

Best Practices:

Explain that there are no perfect answers—you're looking for their thought process and approach
Remain neutral during the role play to avoid influencing their responses
Ask follow-up questions about why they chose specific approaches
Evaluate both their immediate responses and their strategic thinking
Allow time for reflection after each scenario
Keep the exercise conversational rather than interrogative
Save 5-10 minutes at the end for candidate questions

Directions to Share with Candidate

In this exercise, we'll role-play several common community management scenarios to understand your approach to handling different situations. I'll present 3-4 scenarios that community managers at [Company] might encounter. For each one, I'd like you to respond as if you were actually managing our community. Feel free to ask clarifying questions before responding. After each scenario, we'll briefly discuss your approach and thinking.

There are no perfect answers here—I'm interested in seeing your communication style, problem-solving approach, and how you balance various considerations. Take a moment to think about each scenario before responding.

Role Play Scenarios

Scenario 1: Handling Negative Feedback

I'll play the role of a dissatisfied community member who posts a public complaint about [Company]'s product/service. The complaint is somewhat valid but contains some misunderstandings about how our product works. Your goal is to address this publicly in a way that demonstrates empathy, resolves the issue, and maintains brand reputation.

Areas to Cover

Their tone and empathy in response
How they acknowledge the valid criticism
Their approach to correcting misinformation without being condescending
Whether they attempt to move the conversation to a private channel when appropriate
How they balance customer satisfaction with brand protection
Whether they offer concrete solutions or next steps

Possible Follow-up Questions

What factors did you consider when crafting your response?
At what point would you escalate this to another team member or department?
How would you follow up on this interaction to ensure the issue was resolved?

Scenario 2: Content Creation for Engagement

I'd like you to create a post announcing a new [product/feature] launch for our community. The goal is to generate excitement and engagement. I'll provide basic information about the [product/feature], and I'd like you to draft a post that could be shared across our platforms. Consider what type of content would work best for different platforms and how you might encourage community participation.

Areas to Cover

How they adapt content for different platforms
Their creativity and ability to generate excitement
Whether they include a clear call to action
How they incorporate brand voice into the content
Their understanding of what drives engagement
Whether they consider visual elements or multimedia

Possible Follow-up Questions

How would you measure the success of this announcement?
What follow-up content might you plan after this initial announcement?
How would you encourage community members to share their experiences with the new [product/feature]?

Scenario 3: Community Crisis Management

Our platform is experiencing a significant technical issue affecting many users. Community members are posting rapidly across all channels expressing frustration. As our Community Manager, how would you handle this situation in real-time while engineering works on a fix (which may take several hours)? What would your communication strategy be during and after the incident?

Areas to Cover

How they prioritize channels and responses
Their approach to transparent communication during uncertainty
How they maintain calm and control during a crisis
Their ability to set appropriate expectations
How they coordinate with other teams (engineering, support, etc.)
Their post-crisis communication strategy

Possible Follow-up Questions

How would you prevent spreading misinformation during the crisis?
What would your process be for keeping internal teams informed of community sentiment?
How would you rebuild community trust after the crisis is resolved?

Scenario 4: Building Engagement Strategy

You've noticed engagement is dropping in one of our community channels. I'd like you to walk me through how you would diagnose the issue and develop a strategy to reinvigorate this community. What questions would you ask, what data would you look at, and what types of initiatives might you consider implementing?

Areas to Cover

Their analytical approach to diagnosing problems
How they balance data with qualitative insights
Their ability to develop creative engagement strategies
How they would measure success of new initiatives
Their knowledge of community building principles
Whether they consider sustainability vs. quick wins

Possible Follow-up Questions

How would you determine if a channel is worth saving or if resources should be redirected?
What types of content or events have you found most effective for reengaging dormant community members?
How would you involve active community members in your revitalization efforts?

Interview Scorecard

Communication Style

0: Not Enough Information Gathered to Evaluate
1: Communication was unclear, inappropriate for the context, or misaligned with brand
2: Communication was adequate but lacked polish or strategic thinking
3: Communication was clear, professional, and appropriate for each scenario
4: Exceptional communication demonstrating mastery of tone, empathy, and brand voice

Problem-Solving Approach

0: Not Enough Information Gathered to Evaluate
1: Struggled to address scenarios effectively; solutions were incomplete or ineffective
2: Provided basic solutions but lacked depth or creativity
3: Demonstrated solid problem-solving with thoughtful, effective approaches
4: Exceptional problem-solving with innovative, comprehensive solutions

Strategic Thinking

0: Not Enough Information Gathered to Evaluate
1: Focused only on tactical responses without considering bigger picture
2: Showed some strategic awareness but primarily tactical in approach
3: Balanced immediate needs with longer-term strategic considerations
4: Demonstrated sophisticated strategic thinking across all scenarios

Community Engagement Skills

0: Not Enough Information Gathered to Evaluate
1: Limited understanding of how to foster engagement and community building
2: Basic understanding of engagement principles but lacked depth
3: Strong grasp of community engagement strategies and implementation
4: Exceptional understanding of nuanced community building approaches

Engaged Community Growth

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Strategic Content Implementation

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Data-Driven Insights

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Brand Advocacy Development

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Cross-Functional Integration

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Hiring Recommendation

1: Strong No Hire
2: No Hire
3: Hire
4: Strong Hire

Hiring Manager Competency Interview

Directions for the Interviewer

This interview focuses on evaluating the candidate's core competencies for community management, specifically Communication Skills, Community Engagement, and Analytics & Problem Solving. The goal is to assess not just their experience but how they approach community challenges and opportunities. Behavioral questions will help reveal their past behaviors as indicators of future performance.

As the hiring manager, your assessment will carry significant weight in the decision process. Look for candidates who demonstrate not just technical knowledge but strategic thinking about community building and its connection to business goals. Listen for candidates who can speak to both the creative and analytical aspects of community management.

Best Practices:

Begin by putting the candidate at ease and explaining the format of the interview
Ask all questions as written for consistency across candidates
Use follow-up questions to probe for complete STAR responses (Situation, Task, Action, Result)
Listen for specific examples rather than hypothetical approaches
Take detailed notes on responses to share during the debrief meeting
Evaluate how the candidate's style and approach would fit with your team culture
Save 10-15 minutes at the end for candidate questions
Pay attention to the questions they ask you—they reveal priorities and level of interest

Directions to Share with Candidate

In this interview, I'd like to learn more about your experience with community management and how you've handled specific situations in the past. I'll ask behavioral questions about your experience with communication, community engagement, and using data to inform your strategy. For each question, I'm looking for specific examples from your past experience—what the situation was, what your role was, what actions you took, and what the results were. Feel free to ask for clarification if needed, and we'll save time at the end for your questions about the role and [Company].

Interview Questions

Tell me about a time when you successfully grew an online community from the ground up. What strategies did you implement, what challenges did you face, and what were the results? (Community Engagement)

Areas to Cover

The specific platforms and community type they worked with
Their strategy for initial community building and growth
Challenges they encountered and how they overcame them
How they measured success and what results they achieved
Their approach to establishing community culture and guidelines
How they balanced quality engagement with growth metrics

Possible Follow-up Questions

What was your timeline for growth, and how did you adjust expectations if needed?
How did you identify and recruit your first active community members?
What would you do differently if you were building that community again today?

Describe a situation where you had to communicate a complex or potentially unpopular message to your community. How did you approach this, and what was the outcome? (Communication Skills)

Areas to Cover

The nature of the challenging message they needed to communicate
How they prepared and planned their communication strategy
The specific channels and formats they chose for the message
How they addressed potential concerns or questions proactively
The community's response and how they managed it
What they learned from the experience

Possible Follow-up Questions

How did you decide which communication channel(s) to use for this message?
What feedback did you receive after delivering the message?
How did this experience inform your approach to difficult communications in the future?

Tell me about a time when you used community data or feedback to influence a business decision or product improvement. What was the process, and what was the impact? (Analytics & Problem Solving, Collaboration)

Areas to Cover

How they gathered and analyzed community data/feedback
The insights they uncovered and how they validated them
How they presented these insights to internal stakeholders
Challenges they faced in getting buy-in for their recommendations
The implementation process and their role in it
The measurable impact of the changes made

Possible Follow-up Questions

How did you prioritize which community feedback to act on?
What resistance did you encounter, and how did you overcome it?
How did you communicate changes back to the community?

Describe a community initiative or campaign you created that you're particularly proud of. What was your process from ideation to execution, and what made it successful? (Content Creation & Curation, Community Engagement)

Areas to Cover

The goals and target audience for the initiative
Their creative process and how they developed the concept
How they executed the initiative across different platforms
The metrics they used to measure success
What made this initiative stand out from others
Lessons learned and how they applied them to future initiatives

Possible Follow-up Questions

How did you align this initiative with broader marketing or business goals?
What surprised you most about the community's response?
How did you scale or adapt this initiative based on initial results?

Tell me about a time when you had to handle a difficult or disruptive community member. What was your approach, and how did it affect the broader community? (Communication Skills, Community Engagement)

Areas to Cover

The nature of the disruption and its potential impact on the community
How they assessed the situation before taking action
The specific steps they took to address the issue
How they balanced individual needs with community health
The outcome for both the individual and the community
How they prevented similar issues in the future

Possible Follow-up Questions

At what point would you involve other team members or leadership in such a situation?
How have you used community guidelines or terms of service in managing difficult situations?
How do you approach rebuilding trust after community conflicts?

How do you balance creating original content with curating and amplifying community-generated content? Give me an example of how you've struck this balance effectively. (Content Creation & Curation, Collaboration)

Areas to Cover

Their philosophy on original vs. community-generated content
How they identify high-quality community content to amplify
Their process for planning content calendars with this balance in mind
How they credit and involve community members
The impact of community spotlights on engagement and participation
How they measure the effectiveness of different content types

Possible Follow-up Questions

How do you encourage community members to create shareable content?
How do you handle situations where community content doesn't align with brand standards?
What tools or processes do you use to track and manage user-generated content?

Interview Scorecard

Communication Skills

0: Not Enough Information Gathered to Evaluate
1: Communication approach lacks clarity, empathy, or strategic thinking
2: Demonstrates basic communication skills but lacks sophistication
3: Shows strong communication abilities with clear examples of effective messaging
4: Exceptional communicator who has mastered complex messaging across diverse audiences

Community Engagement

0: Not Enough Information Gathered to Evaluate
1: Limited experience or success with community building and engagement
2: Basic understanding of engagement principles with some successes
3: Demonstrated strong community building skills with measurable results
4: Exceptional track record of building thriving, active communities with innovative approaches

Analytics & Problem Solving

0: Not Enough Information Gathered to Evaluate
1: Minimal use of data in decision making; primarily intuition-based
2: Basic use of metrics but limited in analysis or application
3: Effectively uses data to inform strategy and solve community challenges
4: Sophisticated analytical approach that balances metrics with qualitative insights

Content Creation & Curation

0: Not Enough Information Gathered to Evaluate
1: Content approach lacks creativity, strategy, or audience awareness
2: Produces adequate content but lacks distinctive qualities or strategy
3: Creates engaging, strategic content with clear understanding of audience needs
4: Exceptional content strategist with innovative approaches and measurable impact

Collaboration

0: Not Enough Information Gathered to Evaluate
1: Works in isolation; limited experience with cross-functional collaboration
2: Works adequately with other teams but primarily within defined boundaries
3: Effectively collaborates across departments with clear examples of success
4: Exceptional collaborator who proactively builds bridges and influences company direction

Engaged Community Growth

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Strategic Content Implementation

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Data-Driven Insights

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Brand Advocacy Development

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Cross-Functional Integration

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Hiring Recommendation

1: Strong No Hire
2: No Hire
3: Hire
4: Strong Hire

Team Collaboration Interview

Directions for the Interviewer

This interview evaluates how well the candidate will collaborate with marketing, customer support, product teams, and other stakeholders. As community managers must represent both the brand to the community and the community to the brand, their ability to work effectively with internal teams is crucial. Focus on assessing the candidate's Collaboration competency and how they've advocated for community needs while balancing business objectives.

This interview should be conducted by team members from departments that will work closely with the Community Manager (e.g., marketing, customer support, product). Each interviewer should focus on questions related to collaboration with their specific department.

Best Practices:

Begin by introducing yourself and your role at the company
Explain how your team would interact with the Community Manager
Ask questions from the perspective of your department's needs
Listen for signs that the candidate can translate between technical/internal language and community-friendly language
Assess whether they balance advocacy for the community with understanding business constraints
Note their listening skills and how they respond to questions
Save time for the candidate to ask questions about your team's work
Share specific examples of cross-functional projects they might participate in

Directions to Share with Candidate

In this interview, we want to explore how you collaborate with different teams across the organization. You'll be speaking with representatives from teams that work closely with our Community Manager. We're interested in understanding how you've worked with similar teams in the past, how you approach cross-functional projects, and how you balance community needs with business objectives. Feel free to ask questions about how our teams work together and what challenges or opportunities you might encounter in this role.

Interview Questions

Describe a time when you collaborated with a marketing team on a campaign or initiative. What was your role, how did you work together, and what was the outcome? (Collaboration)

Areas to Cover

The nature of the collaboration and campaign objectives
How responsibilities were divided between community and marketing
Their process for aligning messaging across channels
How they measured success from both marketing and community perspectives
Challenges they encountered in the collaboration and how they resolved them
What they learned about effective cross-functional partnership

Possible Follow-up Questions

How did you ensure consistent messaging while adapting for your community's tone?
How did you handle any conflicts or differences in priorities?
What would you do differently in future marketing collaborations?

Tell me about a situation where you had to advocate for your community's needs to internal stakeholders who initially had different priorities. How did you approach this, and what was the result? (Collaboration, Communication Skills)

Areas to Cover

The specific community need and why it was important
How they gathered evidence to support their position
Their approach to presenting the case to stakeholders
How they navigated potential resistance or conflicting priorities
The outcome of their advocacy efforts
How this affected their relationship with both the community and internal teams

Possible Follow-up Questions

How did you prioritize which community needs to advocate for?
What data or evidence did you find most compelling to stakeholders?
How did you communicate the outcome back to the community?

How have you worked with product or development teams to incorporate community feedback into product improvements? Give me a specific example. (Collaboration, Analytics & Problem Solving)

Areas to Cover

Their process for collecting and organizing community feedback
How they distinguished between individual requests and systemic needs
Their approach to communicating feedback to technical teams
How they participated in the product improvement process
The outcome of the improvements and community reaction
Their role in communicating changes back to the community

Possible Follow-up Questions

How did you handle feedback that couldn't be implemented?
What systems or tools did you use to track and prioritize community feedback?
How did you manage community expectations during the development process?

Describe a time when you had to quickly coordinate with multiple teams during a community crisis or urgent situation. How did you ensure effective communication and resolution? (Collaboration, Communication Skills)

Areas to Cover

The nature of the crisis and which teams needed to be involved
How they established communication channels and protocols
Their process for gathering and distributing accurate information
How they balanced speed with accuracy in communications
Their role in coordinating the response
The resolution and lessons learned for future crises

Possible Follow-up Questions

How did you prioritize communication to different stakeholders?
What would you establish in advance to make crisis coordination smoother?
How did you maintain your own composure during this high-pressure situation?

Tell me about a time when you needed to collaborate with the customer support team to address a community issue. How did you work together, and what systems did you establish for ongoing collaboration? (Collaboration)

Areas to Cover

The specific issue that required collaboration
How they initiated the collaboration with support
The process they established for working together
How they defined boundaries and responsibilities
The outcome of the collaboration
Any long-term systems or processes that resulted

Possible Follow-up Questions

How did you ensure consistent messaging between community and support channels?
What tools or systems did you use to share information between teams?
How did you measure the success of this collaboration?

How do you approach educating internal teams about the value of community and helping them understand community needs and culture? Give me an example of when you've done this successfully. (Communication Skills, Collaboration)

Areas to Cover

Their philosophy on internal community education
Specific approaches they've used to demonstrate community value
How they translated community language/culture for internal audiences
Resistance they've encountered and how they addressed it
Metrics or stories they've used to illustrate community impact
The outcome of their educational efforts

Possible Follow-up Questions

How do you make community metrics relevant to different departments?
What approaches have you found most effective for helping non-community teams understand community dynamics?
How have you involved other team members in community activities to build understanding?

Interview Scorecard

Collaboration

0: Not Enough Information Gathered to Evaluate
1: Works in isolation; struggles to integrate with cross-functional teams
2: Works adequately with other teams but primarily within defined boundaries
3: Proactively collaborates across departments with clear examples of success
4: Exceptional collaborator who builds bridges, influencing company direction while advocating for community

Communication Skills

0: Not Enough Information Gathered to Evaluate
1: Ineffective at translating between internal and external audiences
2: Basic communication skills but struggles with complex cross-functional messaging
3: Clearly communicates across departments with appropriate style for each audience
4: Exceptional communicator who excels at translating technical/internal concepts for different stakeholders

Cross-Functional Awareness

0: Not Enough Information Gathered to Evaluate
1: Limited understanding of how different departments operate and their priorities
2: Basic awareness of other department functions but lacks depth
3: Strong understanding of cross-functional dynamics and how to navigate them
4: Sophisticated grasp of organizational dynamics with ability to align initiatives across departments

Stakeholder Management

0: Not Enough Information Gathered to Evaluate
1: Struggles to balance competing stakeholder needs or build stakeholder relationships
2: Manages basic stakeholder relationships but lacks strategic approach
3: Effectively balances diverse stakeholder needs with good relationship management
4: Exceptional at building stakeholder relationships and navigating complex organizational priorities

Engaged Community Growth

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Strategic Content Implementation

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Data-Driven Insights

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Brand Advocacy Development

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Cross-Functional Integration

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Hiring Recommendation

1: Strong No Hire
2: No Hire
3: Hire
4: Strong Hire

Debrief Meeting

Directions for Conducting the Debrief Meeting

The Debrief Meeting is an open discussion for the hiring team members to share the information learned during the candidate interviews. Use the questions below to guide the discussion.
Start the meeting by reviewing the requirements for the role and the key competencies and goals to succeed.
The meeting leader should strive to create an environment where it is okay to express opinions about the candidate that differ from the consensus or from leadership's opinions.
Scores and interview notes are important data points but should not be the sole factor in making the final decision.
Any hiring team member should feel free to change their recommendation as they learn new information and reflect on what they've learned.

Questions to Guide the Debrief Meeting

Question: Does anyone have any questions for the other interviewers about the candidate?

Guidance: The meeting facilitator should initially present themselves as neutral and try not to sway the conversation before others have a chance to speak up.

Question: Are there any additional comments about the Candidate?

Guidance: This is an opportunity for all the interviewers to share anything they learned that is important for the other interviewers to know.

Question: How did the candidate demonstrate their community management experience and expertise during the interviews?

Guidance: Focus on specific examples the candidate shared about building and growing communities, handling challenging situations, and measuring success.

Question: How well do you think the candidate would represent our brand voice and values in community interactions?

Guidance: Consider both their communication style during interviews and examples they shared of past community communications.

Question: Is there anything further we need to investigate before making a decision?

Guidance: Based on this discussion, you may decide to probe further on certain issues with the candidate or explore specific issues in the reference calls.

Question: Has anyone changed their hire/no-hire recommendation?

Guidance: This is an opportunity for the interviewers to change their recommendation from the new information they learned in this meeting.

Question: If the consensus is no hire, should the candidate be considered for other roles? If so, what roles?

Guidance: Discuss whether engaging with the candidate about a different role would be worthwhile.

Question: What are the next steps?

Guidance: If there is no consensus, follow the process for that situation (e.g., it is the hiring manager's decision). Further investigation may be needed before making the decision. If there is a consensus on hiring, reference checks could be the next step.

Reference Checks

Directions for Conducting Reference Checks

Reference checks are a critical final step in validating the candidate's experience and performance. For a Community Manager, references can provide valuable insights into the candidate's communication style, community building abilities, and how they collaborate with others. Approach reference checks as a structured interview rather than just a box-checking exercise.

When contacting references, introduce yourself and explain that the candidate has provided their name as a reference. Assure them that the conversation is confidential and will be used only for hiring purposes. Try to speak with direct supervisors who have observed the candidate managing communities, as well as cross-functional teammates who can speak to their collaborative abilities.

Best practices for reference checks:

Schedule at least 20-30 minutes for each call
Take detailed notes during the conversation
Listen for hesitations or qualifiers in the reference's responses
Ask for specific examples rather than accepting general statements
Pay attention to what is not said as much as what is said
End by asking about development areas and how the candidate responds to feedback
Always ask how likely they would be to hire the candidate again on a scale of 1-10

Questions for Reference Checks

In what capacity did you work with [Candidate], and for how long?

Guidance: Establish the reference's relationship with the candidate, including reporting structure, project collaborations, and recency of the relationship. This helps contextualize their feedback.

How would you describe [Candidate]'s ability to build and engage with online communities?

Guidance: Listen for specific examples of community initiatives, growth metrics, and engagement strategies. Probe for details about platforms and community types they managed successfully.

Can you share an example of a challenging community situation that [Candidate] handled effectively?

Guidance: This question helps assess the candidate's problem-solving skills and grace under pressure. Listen for how they balanced company needs with community needs, and whether they were able to turn challenges into opportunities.

How would you describe [Candidate]'s communication style, both in writing and verbally?

Guidance: For a Community Manager, communication is paramount. Listen for descriptions of clarity, empathy, adaptability to different audiences, and ability to maintain brand voice while being authentic.

How did [Candidate] collaborate with other teams or departments in your organization?

Guidance: Community Managers must work effectively across many teams. Listen for examples of successful cross-functional projects, how they advocated for community needs, and how they balanced different priorities.

What data or metrics did [Candidate] use to measure community success, and how did they use these insights?

Guidance: This helps assess the candidate's analytical abilities and strategic thinking. Look for examples of how they translated data into actionable strategies and communicated value to stakeholders.

On a scale of 1-10, how likely would you be to hire or work with [Candidate] again, and why?

Guidance: This direct question often reveals the reference's true feelings. Ask for specifics about their rating—what would make it higher or what prevented it from being higher?

Reference Check Scorecard

Community Management Expertise

0: Not Enough Information Gathered to Evaluate
1: Reference indicated significant gaps in community management skills
2: Reference suggested adequate but unremarkable community management abilities
3: Reference confirmed strong community management skills with specific examples
4: Reference enthusiastically endorsed exceptional community building abilities with multiple examples

Communication Effectiveness

0: Not Enough Information Gathered to Evaluate
1: Reference indicated communication weaknesses or inconsistencies
2: Reference suggested adequate communication skills but some areas for improvement
3: Reference confirmed strong, clear communication across different contexts
4: Reference highlighted communication as a standout strength with compelling examples

Collaboration & Teamwork

0: Not Enough Information Gathered to Evaluate
1: Reference indicated challenges working with others or across departments
2: Reference suggested satisfactory but limited cross-functional collaboration
3: Reference confirmed effective collaboration with various teams and stakeholders
4: Reference emphasized exceptional ability to build bridges across the organization

Problem-Solving & Adaptability

0: Not Enough Information Gathered to Evaluate
1: Reference indicated struggles with complex problems or changing situations
2: Reference suggested adequate but sometimes reactive problem-solving
3: Reference confirmed proactive problem-solving and adaptability to change
4: Reference highlighted exceptional crisis management and innovative solutions

Engaged Community Growth

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Strategic Content Implementation

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Data-Driven Insights

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Brand Advocacy Development

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Cross-Functional Integration

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Frequently Asked Questions

How should I adapt this interview guide for our specific industry?

Take time to customize the role play scenarios and questions to reflect your specific industry challenges and community platforms. For example, a B2B SaaS company might focus more on knowledge communities and support forums, while a consumer brand might emphasize social media engagement and user-generated content campaigns.

What if a candidate has limited experience with certain platforms we use?

Focus on transferable skills rather than specific platform experience. A strong Community Manager can quickly learn new platforms if they understand core community building principles. During interviews, ask about their experience learning new tools and adapting to different community environments.

How can we evaluate a candidate's writing skills during the interview process?

The role play exercise should give you some insight into their writing ability, but you might consider adding a brief writing sample as part of the work sample. For example, ask candidates to draft responses to several different types of community posts or create a short announcement about a new feature.

Should we prioritize candidates with experience in our specific industry?

While industry experience can be valuable, don't overlook candidates with strong community management skills from adjacent industries. The ability to build relationships, create engaging content, and analyze community health often transfers well across industries. You can learn more about hiring for potential in our resources.

How can we assess whether a candidate will represent our brand voice effectively?

Pay careful attention to their communication style throughout the interview process, particularly in the role play exercise. Additionally, ask for examples of how they've adapted their personal communication style to match different brand voices in previous roles. Their questions about your brand and values can also reveal how thoughtful they are about authentic representation.

What's the most important quality to look for in a Community Manager?

While all the competencies in this guide are important, look for candidates who demonstrate genuine enthusiasm for community building and strong empathy. Technical skills can be taught, but the ability to connect with people and foster relationships is foundational to community management success. The interview questions for community managers can help you identify these qualities.

How can we involve our existing community team in the hiring process?

Consider having team members participate in the Team Collaboration Interview or review the work sample exercises. Their practical experience with your specific community can help assess whether a candidate will integrate well with existing processes and complement the team's strengths.