Experienced Sr. Manager, Social Media Customer Support – Crafting Exceptional Viewer Experiences

At arenaflex, we're on a mission to revolutionize the way we connect with our audience, and we're looking for a talented Sr. Manager, Social Media Customer Support to join our team. As a key member of our Viewer Experience (VX) team, you'll play a pivotal role in shaping the social media support strategy and delivering exceptional experiences for our customers across various Disney brands.

About arenaflex and the Industry

arenaflex is a global leader in entertainment, media, and technology, with a rich history of innovation and creativity. Our company is built on a foundation of imagination, innovation, and a passion for storytelling. We're committed to creating exceptional experiences for our customers, and our social media customer support team is at the forefront of this effort. As a leader in the entertainment industry, arenaflex has a unique opportunity to connect with our audience in new and innovative ways. Our social media channels are a key part of this effort, providing a platform for us to engage with our customers, share our stories, and build a community around our brands. As a Sr. Manager, Social Media Customer Support, you'll be responsible for developing and implementing a comprehensive social media support strategy that meets the needs of our customers and aligns with our company's goals.

Key Responsibilities

As a Sr. Manager, Social Media Customer Support, you'll 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 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'll need:

• A 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
• A 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
• A high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance

Preferred Qualifications

While not required, the following qualifications would be a plus:

• 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.

Why Join arenaflex?

At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and supportive of our employees' growth and development. We offer a range of benefits, including:

• Competitive compensation and benefits package
• Opportunities for career growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Access to cutting-edge technology and tools
• Flexible work arrangements and work-life balance

How to Apply

If you're passionate about creating exceptional viewer experiences and have the skills and qualifications to succeed in this role, we encourage you to apply. Please submit your resume and a cover letter outlining your experience and qualifications for this position. We can't wait to hear from you! Apply Job! Apply for this job