Experienced Full Stack Social Media Customer Support Manager – Web & Cloud Application Development

At arenaflex, we're on a mission to revolutionize the way we interact with our customers and employees through social media. As a seasoned leader, you'll have the opportunity to shape the future of our social media customer support strategy and lead a talented team of professionals in delivering exceptional experiences for our viewers.

About the Role & Team

arenaflex's Viewer Experience (VX) team is seeking an exceptional Sr. Manager, Social Media Customer Support to join our dynamic team. As the Sr. Manager, Social Media Customer Support, you'll be responsible for developing and operationalizing the integrated strategy and guiding tactical implementation across social media support channels (Twitter, Facebook, AppFollow) for Direct to Consumer (DTC) brands, including Disney+, STAR+, Hulu, Disney Moves Anywhere, Disney Movie Insiders, and Disney Entertainment Brands (ABC, ABC News, DisneyNOW, Freeform, FXNOW, Nat Geo TV, Nat Geo Magazine, and Disney Games!). You'll lead the team as the primary point of contact for all needs related to the VX Social team, including cross-team collaborators and 3rd party partners. Your expertise will be invaluable in serving as the escalation point for your team to unblock issues and lead appropriate business functions under the team's purview.

What You Will Do

As a Sr. Manager, Social Media Customer Support, you'll have the opportunity to:

• Develop and operationalize the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, setting, and achieving team goals across all brand verticals.
• Drive implementation of appropriate reporting and analysis while considering the needs of partners.
• Lead a team of leaders and individual contributors daily while guiding DTC's social media support strategy and implementation across a global footprint.
• Proactively identify weaknesses and gaps in current social support paradigms and drive resolutions to improve operational workflows and the viewer experience.
• Collaborate with senior leaders cross-functionally to build towards a detailed customer experience while supporting the greater goals as they pertain to Social Media strategy for all arenaflex brands.
• Work with collaborators to ensure alignment and approval of strategy and content for global social teams ensuring each brand is being messaged with appropriate tone and voice.
• Lead and guide go-to-market launches and product launches in concert with all partners and cross-team collaborators ensuring social presence is appropriately represented and supported.
• Support incident management needs during high-impact scenarios serving as the point of contact for executive briefings while guiding social response in concert with Executive, PR, and Legal guidance.

Essential Qualifications & Skills

* BS/BA degree or relevant professional experience

• 2+ years' experience managing a team, ability to encourage and develop team members, leading leaders is a plus
• 5+ years' experience in social media or online community moderation, shown ability to drive business outcomes through online activity
• Experience with social media management platforms, e.g., Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, Sprinklr
• Consistent track record to develop and operationalize innovative online social programs
• High savvy related to Twitter, Facebook, Instagram, AppFollow a plus
• Proven understanding of which metrics and tools help improve the consumer experience through social channels
• Exhibit a high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance

Preferred Qualifications

* Excellent written and verbal communication skills

• Experience with technology, entertainment, and segmenting consumer audiences
• Ability to collaborate well with cross-functional teams
• Value accountability and take ownership of projects from start to finish
• Approach challenges head-on with a positive and engaged approach

Work Environment & Company Culture

At arenaflex, we foster a business culture where ideas and decisions from all people help us grow, innovate, create the best stories, and be relevant in a rapidly changing world. Our team is passionate about delivering exceptional experiences for our viewers, and we're committed to creating a workplace that's inclusive, diverse, and supportive. As a Sr. Manager, Social Media Customer Support, you'll have the opportunity to work with a talented team of professionals who share your passion for social media and customer support.

Compensation, Perks, & Benefits

The hiring range for this position in CA is $123,000.00 to $165,000.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

Disability Accommodation for Employment Applications

arenaflex and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers, including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email [email protected] with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

Equal Employment Opportunity

arenaflex is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

How to Apply

If you're a seasoned leader with a passion for social media and customer support, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply for this job