Senior Manager, Social Media Customer Support – Global Viewer Experience Strategy & Operations

About arenaflex – Shaping the Future of Viewer Experiences

arenaflex is a world‑renowned leader in entertainment and streaming, delivering unforgettable stories to millions of viewers every day. Our Viewer Experience (VX) team is the heartbeat of the brand, ensuring that every interaction—whether on a social platform, a mobile app, or a streaming device—feels personal, seamless, and magical. As we continue to expand our global footprint, we are looking for a visionary leader who can fuse strategic insight with hands‑on execution to elevate our social media customer support function to new heights.

Why This Role Matters

In today’s hyper‑connected world, social media is the front line of the viewer journey. The Senior Manager, Social Media Customer Support will own the end‑to‑end strategy for all social support channels, shaping how arenaflex engages, assists, and delights its audience across platforms such as Twitter, Facebook, and other emerging channels. This role is a unique blend of leadership, analytics, and cross‑functional partnership, designed for a candidate who thrives on turning community feedback into actionable improvements that drive brand loyalty and business growth.

Key Responsibilities

• Strategic Vision & Roadmap: Design, develop, and operationalize a multi‑year social support strategy that aligns with arenaflex’s broader viewer experience goals. Establish clear metrics, KPIs, and a scalable process framework that can be replicated across all brand verticals.
• Team Leadership & Development: Lead a high‑performing team of managers and individual contributors, fostering a culture of continuous learning, empowerment, and accountability. Mentor emerging leaders, conduct regular performance reviews, and champion professional growth initiatives.
• Operational Excellence: Identify gaps in current support workflows, implement process improvements, and drive automation where possible. Ensure that every viewer interaction is resolved efficiently while maintaining a human touch.
• Cross‑Functional Collaboration: Partner with senior leaders in Product, Marketing, PR, Legal, and Engineering to align social support initiatives with product launches, brand campaigns, and crisis communications.
• Content & Tone Governance: Work closely with global social teams to guarantee that all responses adhere to arenaflex’s brand voice, tone, and compliance standards across diverse markets.
• Launch & Go‑to‑Market Support: Lead social support planning for new product releases, feature rollouts, and major events, ensuring that the social presence is proactive, responsive, and aligned with overall launch objectives.
• Incident Management & Executive Reporting: Serve as the primary point of contact during high‑impact incidents, coordinating with executive leadership, PR, and legal teams to deliver timely, transparent communications.
• Data‑Driven Insights: Build robust reporting dashboards, conduct deep‑dive analyses, and present actionable insights to senior stakeholders to continuously refine the viewer experience.

Essential Qualifications & Skills

• Bachelor’s degree or equivalent professional experience.
• Minimum 2 years of experience managing a team of managers or senior individual contributors, with a proven ability to develop talent and drive high performance.
• 5 + years of hands‑on experience in social media management, community moderation, or digital customer support, demonstrating a track record of translating online activity into measurable business outcomes.
• Proficiency with social media management platforms (e.g., arenaflex, arenaflex, arenaflex, arenaflex, arenaflex, arenaflex) and a deep understanding of how to leverage these tools for scaling support operations.
• Demonstrated ability to design and launch innovative social support programs that improve customer satisfaction, reduce response times, and increase first‑contact resolution rates.
• Strong analytical mindset with experience selecting and interpreting metrics that directly impact the viewer experience (e.g., sentiment analysis, CSAT, NPS, resolution time).
• Exceptional multitasking abilities—comfortable navigating rapid context switches, high‑volume environments, and evolving priorities without loss of focus.

Preferred Qualifications & Attributes

• Outstanding written and verbal communication skills, with the ability to craft clear, empathetic, and brand‑aligned responses.
• Background in technology, entertainment, or consumer‑facing industries, with an understanding of how to segment audiences for tailored support experiences.
• Proven collaborator who thrives in cross‑functional settings, building consensus and driving initiatives forward.
• Self‑starter who embraces accountability, taking ownership of projects from concept through execution and post‑launch analysis.
• Positive, solution‑oriented attitude when confronting challenges, coupled with a genuine passion for community building and customer advocacy.

Compensation, Benefits & Perks

arenaflex offers a competitive total rewards package that reflects the importance of this leadership role. While exact figures will be calibrated based on experience, location, and internal equity, candidates can expect:

• A base salary range that aligns with senior management benchmarks in the industry.
• Performance‑based annual bonuses and long‑term incentive opportunities.
• Comprehensive health, dental, and vision coverage for employees and eligible dependents.
• Retirement savings plans with company matching contributions.
• Generous paid time off, parental leave, and flexible work arrangements—including hybrid and remote options.
• Professional development budget, tuition reimbursement, and access to internal learning platforms.
• Employee assistance programs, wellness initiatives, and on‑site amenities designed to support work‑life balance.

Career Growth & Development at arenaflex

Joining arenaflex means stepping into a dynamic ecosystem where innovation is celebrated and career trajectories are intentionally cultivated. As Senior Manager, you will:

• Gain visibility with executive leadership, influencing company‑wide strategies for viewer engagement.
• Build a network of mentors and peers across product, content, and technology divisions.
• Lead high‑impact projects that directly affect millions of viewers worldwide, positioning you as a thought leader in social support.
• Access continuous learning opportunities—workshops, certifications, and conferences—to stay ahead of emerging social media trends.
• Potentially progress into Director‑level roles overseeing broader customer experience functions, depending on performance and ambition.

Work Environment & Culture

arenaflex prides itself on an inclusive, collaborative, and forward‑thinking culture. Our teams operate with a shared purpose: to create moments of joy and connection for every viewer. Key cultural pillars include:

• Creativity & Innovation: We encourage bold ideas, rapid experimentation, and a willingness to challenge the status quo.
• Diversity & Inclusion: A diverse workforce fuels richer storytelling; we actively champion equity, belonging, and representation at every level.
• Community Focus: Our social teams are passionate about building authentic relationships with fans, turning feedback into meaningful improvements.
• Transparency & Trust: Open communication channels, regular town‑halls, and clear performance metrics foster an environment of trust.
• Work‑Life Harmony: Flexible schedules, remote work options, and wellness resources empower employees to thrive both personally and professionally.

Commitment to Accessibility & Equal Opportunity

arenaflex is an equal‑opportunity employer. We celebrate the unique perspectives that individuals from all backgrounds bring to our team. If you require a reasonable accommodation to apply for this role, please email [email protected]. We will respond promptly to ensure an accessible application experience.

Ready to Lead the Social Support Revolution?

If you are a strategic thinker with a passion for delivering extraordinary customer experiences, and you thrive in a fast‑paced, globally‑connected environment, we want to hear from you. Join arenaflex and help shape the future of how millions of viewers engage with our stories every day.

Apply Job!