Experienced Senior Manager, Social Media Customer Support – Leading Social Media Strategy and Team Development for Exceptional Customer Experience

Introduction to arenaflex

arenaflex is a leading innovator in the entertainment industry, committed to delivering exceptional experiences to its customers worldwide. Our Viewer Experience (VX) team is at the forefront of this mission, ensuring that every interaction with our brands is nothing short of magical. As part of this team, you will play a pivotal role in shaping the social media customer support strategy, guiding its implementation, and leading a team of dedicated professionals who share your passion for creating extraordinary customer experiences.

About the Role

We are seeking an outstanding Senior Manager, Social Media Customer Support to join our VX team. As a seasoned leader in social media customer support, you will architect and implement the integrated strategy across social media support channels for our Direct-to-Consumer (DTC) brands, including Disney+, STAR+, Hulu, and more. Your expertise will be crucial in developing and maturing our social media support team, ensuring that we provide world-class support to our customers across all brand verticals.

Key Responsibilities

• Develop and operationalize the social support strategy and roadmap, setting a team vision, critical metrics, scalable processes, and achieving team goals across all brand verticals.
• Lead a team of leaders and individual contributors, 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, 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 messaged with the 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 and guiding social response in concert with Executive, PR, and Legal guidance.

Essential Qualifications and Skills

To succeed in this role, you will need:

• A BS/BA degree or relevant professional experience.
• 2+ years of experience managing a team, with the ability to encourage and develop team members; leading leaders is a plus.
• 5+ years of experience in social media or online community moderation, with a proven ability to drive business outcomes through online activity.
• Experience with social media management platforms, such as Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, or Sprinklr.
• A consistent track record of developing and operationalizing innovative online social programs.
• High savvy related to Twitter, Facebook, Instagram, and AppFollow.
• 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

In addition to the essential qualifications, we prefer candidates with:

• 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.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Senior Manager, Social Media Customer Support, you will have access to:

• Comprehensive training programs to enhance your skills and knowledge.
• Opportunities for career advancement and professional growth.
• A collaborative and dynamic work environment that fosters innovation and creativity.
• Recognition and rewards for outstanding performance and contributions.

Work Environment and Company Culture

arenaflex is a company that values diversity, equity, and inclusion. We believe that a diverse workforce is essential to our success, and we are committed to creating an inclusive environment where everyone can thrive. Our company culture is built on the principles of:

• Respect and empathy for our customers and employees.
• A passion for innovation and creativity.
• A commitment to excellence and quality in everything we do.
• A collaborative and supportive work environment.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a salary range of $123,000 to $165,000 per year, depending on experience and location. Additionally, you will be eligible for a range of benefits, including:

• Comprehensive medical, dental, and vision insurance.
• 401(k) matching and retirement savings plans.
• Generous paid time off and holiday policies.
• Access to exclusive employee discounts and perks.

Conclusion

If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for the Senior Manager, Social Media Customer Support position at arenaflex. As a member of our team, you will have the opportunity to make a real impact on our customers' lives, while developing your skills and advancing your career. Don't miss this chance to join a dynamic and innovative company that is shaping the future of entertainment. Apply now and become a part of the arenaflex team!