Experienced Social Care Manager – Direct-to-Consumer (DTC) Social Media Support

At arenaflex, we're revolutionizing the way people experience entertainment and storytelling through our innovative Direct-to-Consumer (DTC) platforms, including Hulu and Disney+. As a passionate and experienced Social Care Manager, you'll play a pivotal role in shaping the viewer experience across our social media channels, ensuring that our brand voice is consistently represented and our customers receive exceptional support.

About arenaflex

arenaflex is a global leader in the entertainment industry, with a rich legacy of creating unforgettable stories and experiences for audiences around the world. Our Direct-to-Consumer (DTC) platforms, including Hulu and Disney+, offer a vast collection of premium content, including original series, movies, and live television. As a member of our Viewer Experience team, you'll be part of a dynamic and innovative group of professionals who are passionate about delivering exceptional experiences for our customers.

Job Summary

We're seeking an experienced Social Care Manager to lead our social media support team, ensuring high-level performance from contracted agents and our in-house team. As a key member of our Viewer Experience team, you'll be responsible for analyzing performance data, overseeing our brand presence, and ensuring the consistent representation of our brand voice across all public-facing interactions. If you're a passionate and experienced social media professional with a strong passion for delivering exceptional experiences, we encourage you to apply.

Key Responsibilities

* Lead and motivate a team of Social Media Moderators, Specialists, and external partners to deliver exceptional customer experiences across our social media channels.

• Conduct one-on-ones with direct reports to track progress, provide feedback, and support professional growth.
• Manage social quality assurance programs to measure and improve the performance of internal and external teams.
• Enforce key performance metrics, including service levels, agent/operational productivity, and response times across Hulu and Disney+.
• Manage team schedules, shift bids, and coverage to meet business needs.
• Build and manage relationships with third-party technology partners to ensure platform updates and improvements are in sync with social support needs.
• Provide guidance to moderators and agents during difficult customer interactions and high-pressure scenarios (e.g., outages, live events).
• Ensure that Hulu and Disney+’s tone and voice are consistently reflected in all social media interactions, especially during crisis moments.
• Support proactive posting strategies during outages, live events, and other company events to ensure clear communication with viewers.
• Use data to drive decisions and continuously enhance the customer experience through social channels.
• Other duties as assigned to meet the evolving needs of the team and business.

What You'll Need

* Bachelor's degree or equivalent professional experience.

• 3 years’ experience managing a team, with a proven ability to inspire and develop team members.
• 5+ years’ experience in social media customer support or a related field.
• Experience in social quality management processes and tools to assess and improve service quality.
• Experience using social tooling (e.g., Sprout, Sprinklr, Social Studio) and analytics systems to measure and improve the customer experience.
• Experience in reporting, data analysis, and the use of reporting tools (e.g., Tableau, Adobe Analytics).
• Flexibility to support business needs during live TV events, outages, and crisis scenarios, which may include evenings and weekends.
• Ability to analyze performance data and implement process improvements.

Nice-To-Haves

* Proven experience managing remote teams and/or international teams.

• Experience defining and measuring individual and team-based performance for customer service organizations.
• Proficiency in Microsoft Outlook, JIRA, Salesforce, Google Sheets/Docs, and Airtable.
• Ability to thrive in a fast-paced, ever-evolving environment.
• Strong customer empathy and a passion for delivering exceptional experiences via social media.
• A proactive problem solver with a strategic mindset.
• Content creation experience.
• Bilingual or multilingual.

What We Offer

* Competitive salary range: $103,500.00 to $138,800.00 per year (dependent on location, experience, and qualifications).

• Bonus and/or long-term incentive units may be provided as part of the compensation package.
• Full range of medical, financial, and/or other benefits.
• Opportunity to work with a global leader in the entertainment industry.
• Collaborative and dynamic work environment.
• Professional development and growth opportunities.

How to Apply

If you're a passionate and experienced social media professional with a strong passion for delivering exceptional experiences, we encourage you to apply. Please submit your application through our website, including your resume, cover letter, and any relevant work samples.

Equal Employment Opportunity

arenaflex is an equal 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 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.

Contact Information

For more information about this role or to discuss your application, please contact our HR team at [HR Email Address]. We look forward to hearing from you!

Location

This role is based in Santa Monica, CA, San Antonio, TX, and/or New York, NY. Apply for this job