Experienced Full Stack Social Media Customer Support Manager – Web & Cloud Application Development

At arenaflex, we're on a mission to revolutionize the way we interact with our customers and employees through social media. As a key member of our Viewer Experience (VX) team, you'll play a vital role in shaping the future of social media customer support. We're seeking an exceptional Sr. Manager, Social Media Customer Support to join our team and help us deliver extraordinary experiences for our customers and employees.

About arenaflex

arenaflex is a global leader in the entertainment industry, with a rich history of innovation and creativity. Our Viewer Experience (VX) team is dedicated to delivering exceptional customer experiences across all our brands, including Disney+, STAR+, Hulu, Disney Moves Anywhere, Disney Movie Insiders, Disney Entertainment Brands (ABC, ABC News, DisneyNOW, Freeform, FXNOW, Nat Geo TV, Nat Geo Magazine, and Disney Games!). We're passionate about creating a culture of innovation, inclusivity, and excellence, and we're looking for like-minded individuals to join our team.

Job Summary

As the Sr. Manager, Social Media Customer Support, you'll be responsible for developing and operationalizing the integrated strategy and guiding tactical implementation across social media support channels (Twitter, Facebook, AppFollow) for DTC (Direct to Consumer) brands. You'll lead a team of leaders and individual contributors, guiding DTC's social media support strategy and implementation across a global footprint. You'll also collaborate 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.

Key Responsibilities

* Develop and operationalize the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, setting, and achieving team goals across all brand verticals.

• Drive implementation of appropriate reporting and analysis while considering the needs of partners.
• Lead a team of leaders and individual contributors daily while 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 while 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 being messaged with 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 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

Work Environment & Company Culture

arenaflex is committed to creating a culture of innovation, inclusivity, and excellence. Our team is passionate about delivering exceptional customer experiences and creating a workplace that is engaging, supportive, and fun. We offer a range of benefits and perks, including:

• Competitive salary and bonus structure
• Comprehensive medical, financial, and other benefits
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

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.

Disability Accommodation

The Walt Disney Company 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.

Equal Employment Opportunity

arenaflex is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. arenaflex fosters 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.

How to Apply

If you're passionate about delivering exceptional customer experiences and creating extraordinary experiences for customers and employees, we want to hear from you! Apply now to join our team as a Sr. Manager, Social Media Customer Support. Apply for this job