Experienced Senior Manager, Social Media Customer Support – Driving Exceptional Viewer Experiences at arenaflex

About arenaflex

arenaflex is a dynamic and innovative company that thrives on delivering exceptional experiences to its customers. As a leader in the industry, we are committed to pushing the boundaries of what is possible and creating a culture that values creativity, collaboration, and growth. Our team is passionate about making a difference and is dedicated to providing the best possible support to our customers through various channels, including social media.

Job Summary

arenaflex is seeking an experienced Senior Manager, Social Media Customer Support to join our team. As a key member of our social media support team, you will be responsible for developing and operationalizing the social support strategy and roadmap, leading a team of leaders and individual contributors, and driving implementation of appropriate reporting and analysis. If you have a passion for creating extraordinary experiences for customers and employees, and are proficient in developing and maturing a team individually and collectively, then this is an excellent role for you!

About the Role & Team

As the Senior Manager, Social Media Customer Support, you will be an outstanding addition to our team. You will be responsible for architecting the integrated strategy and guiding tactical implementation across social media support channels (Twitter, Facebook, AppFollow) for Direct to Consumer (DTC) 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! You will serve as the primary point of contact for all needs related to the social media team, including cross-team collaborators and 3rd party partners. You will also be responsible for 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.

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.
• 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

To be successful in this role, you will need to possess the following qualifications and 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

The following qualifications are preferred but not required:

• 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 Senior Manager, Social Media Customer Support, you will have opportunities to:

• Develop and operationalize innovative online social programs.
• Lead and guide go-to-market launches and product launches in concert with all partners and cross-team collaborators.
• Collaborate with senior leaders cross-functionally to build towards a detailed customer experience.
• Work with collaborators to ensure alignment and approval of strategy and content for global social teams.
• Support incident management needs during high-impact scenarios.

Work Environment & Company Culture

arenaflex is a dynamic and innovative company that thrives on delivering exceptional experiences to its customers. Our team is passionate about making a difference and is dedicated to providing the best possible support to our customers through various channels, including social media. We value creativity, collaboration, and growth, and we are committed to creating a culture that supports these values.

Compensation, Perks, & Benefits

The base pay for this position will take into account internal equity and 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.

How to Apply

If you are passionate about creating extraordinary experiences for customers and employees, and are proficient in developing and maturing a team individually and collectively, then we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you!