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

Are you a seasoned leader with a passion for creating extraordinary experiences for customers and employees? Do you have a deep appreciation for the power of social communities and a proven track record of driving business outcomes through online activity? If so, we invite you to join our Arenaflex team as an Experienced Sr. Manager, Social Media Customer Support. In this role, you will lead the development and implementation of a comprehensive social support strategy across Arenaflex's Direct-to-Consumer (DTC) brands, including Disney+, STAR+, Hulu, Disney Moves Anywhere, Disney Movie Insiders, and Disney Entertainment Brands.

About Arenaflex

Arenaflex is a global leader in the entertainment industry, with a rich history of creating magical experiences for audiences around the world. Our commitment to innovation, creativity, and customer satisfaction has earned us a reputation as a trusted partner in the industry. As a member of our team, you will be part of a dynamic and collaborative environment that values diversity, inclusion, and employee growth.

Key Responsibilities

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

• Developing and operationalizing a comprehensive social support strategy across Arenaflex's DTC brands, including setting team vision, developing critical metrics, designing scalable processes, and achieving team goals.
• Leading a team of leaders and individual contributors in the development and implementation of social media support strategies 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 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 primary 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, 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
• Consistent track record of developing and operationalizing 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
• Ability to 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

Career Growth Opportunities & Learning Benefits

At Arenaflex, we believe in investing in our employees' growth and development. As a Sr. Manager, Social Media Customer Support, you will have access to:

• Opportunities for professional growth and development, including training and mentorship programs
• Collaborative and dynamic work environment that fosters creativity and innovation
• Access to cutting-edge technology and tools to support your work
• Recognition and rewards for outstanding performance and contributions to the team

Work Environment & Company Culture

Arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive of all employees. We believe in fostering a culture that values creativity, innovation, and collaboration. As a member of our team, you will be part of a dynamic and fast-paced environment that is dedicated to delivering exceptional customer experiences.

Compensation, Perks, & Benefits

We offer a competitive compensation package, including:

• Base salary: $123,000.00 to $165,000.00 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, dependent on the level and position offered

How to Apply

If you are a motivated and experienced leader with a passion for creating extraordinary experiences for customers and employees, we invite you to apply for the Experienced Sr. Manager, Social Media Customer Support role at Arenaflex. Please submit your application through our online portal, including your resume, cover letter, and any relevant supporting documents.

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 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. We are 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. Apply for this job