Experienced Sr. Manager, Social Media Customer Support – Disney+ and Arenaflex Direct-to-Consumer 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 developing and maturing teams? If so, we invite you to join Arenaflex's Viewer Experience (VX) team as our Sr. Manager, Social Media Customer Support. In this role, you will have the opportunity to shape the integrated strategy and guide tactical implementation across social media support channels for Arenaflex's Direct-to-Consumer (DTC) brands, including Disney+, STAR+, Hulu, Disney Moves Anywhere, Disney Movie Insiders, and Disney Entertainment Brands.

About Arenaflex and the Viewer Experience Team

Arenaflex is a global leader in the entertainment industry, and our Viewer Experience (VX) team is dedicated to creating exceptional experiences for our customers across all touchpoints. As a member of our team, you will be part of a dynamic and innovative group of professionals who are passionate about delivering world-class customer support and experiences. Our team is responsible for developing and operationalizing the social support strategy and roadmap for Arenaflex's DTC brands, including setting team vision, developing critical metrics, designing scalable processes, and achieving team goals across all brand verticals.

Key Responsibilities

As our Sr. Manager, Social Media Customer Support, you will 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 DTC'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 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, ability to encourage and develop team members, leading leaders is a plus
• 5+ years' experience in social media or online community moderation, shown 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 to develop and operationalize 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
• 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

Disability Accommodation for Employment Applications

Arenaflex and its Affiliated Companies are Equal Employment Opportunity employers and welcome 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, 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 and 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.

Join Arenaflex's Viewer Experience Team

If you are a seasoned leader with a passion for creating extraordinary experiences for customers and employees, we invite you to join Arenaflex's Viewer Experience team as our Sr. Manager, Social Media Customer Support. Apply now and be part of a dynamic and innovative group of professionals who are shaping the future of entertainment and customer experiences. Apply Job! Apply for this job