Experienced Sr. Manager, Social Media Customer Support – Disney+ and Arenaflex Entertainment Brands

At Arenaflex, we're on a mission to revolutionize the way we connect with our audience and deliver exceptional viewer experiences across our vast entertainment ecosystem. As a seasoned Sr. Manager, Social Media Customer Support, you'll play a pivotal role in shaping the future of Arenaflex's social media support strategy, driving innovation, and fostering a culture of excellence within our Viewer Experience (VX) team.

About the Role & Team

Arenaflex's VX team is a dynamic and collaborative group of professionals dedicated to crafting unforgettable experiences for our audience. As the Sr. Manager, Social Media Customer Support, you'll be part of a high-performing team that's passionate about delivering exceptional customer support, driving business outcomes, and pushing the boundaries of social media innovation. You'll work closely with cross-functional teams, including senior leaders, to build a detailed customer experience that aligns with Arenaflex's greater goals and social media strategy.

What You Will Do

As the Sr. Manager, Social Media Customer Support, you'll be responsible for:

• Developing and operationalizing the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, and setting and achieving team goals across all brand verticals.
• Leading a team of leaders and individual contributors daily while guiding Arenaflex's social media support strategy and implementation across a global footprint.
• Proactively identifying weaknesses and gaps in current social support paradigms and driving resolutions to improve operational workflows and the viewer experience.
• Collaborating 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.
• Working with collaborators to ensure alignment and approval of strategy and content for global social teams, ensuring each brand is being messaged with the appropriate tone and voice.
• Leading and guiding go-to-market launches and product launches in concert with all partners and cross-team collaborators, ensuring social presence is appropriately represented and supported.
• Supporting 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.

Basic Qualifications & Skills

To succeed in this role, you'll need:

• A BS/BA degree or relevant professional experience
• 2+ years' experience managing a team, with the ability to encourage and develop team members, leading leaders is a plus
• 5+ years' 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, e.g., Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, Sprinklr
• A consistent track record of developing and operationalizing innovative online social programs
• High savvy related to Twitter, Facebook, Instagram, AppFollow (a plus)
• A proven understanding of which metrics and tools help improve the consumer experience through social channels
• A high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance

Preferred Qualifications

While not required, the following qualifications would be a plus:

• 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

Disability Accommodation for Employment Applications

Arenaflex is an Equal Employment Opportunity employer and welcomes 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, please 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.

Compensation & 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.

Why Join Arenaflex?

At Arenaflex, we're committed to fostering 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. We believe in the power of diversity, equity, and inclusion, and we're dedicated to creating a workplace that's welcoming and inclusive for everyone. If you're a seasoned professional with a passion for social media, customer support, and innovation, we want to hear from you! Apply now to join our dynamic team and help shape the future of Arenaflex's social media support strategy. Apply Job! Apply for this job