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

At Arenaflex, we're on a mission to revolutionize the way we connect with our audience and deliver exceptional viewer experiences across our entertainment brands. As a seasoned Senior Manager, Social Media Customer Support, you'll play a pivotal role in shaping our social media support strategy and leading a high-performing team to ensure seamless interactions with our global audience. If you're passionate about creating extraordinary experiences for customers and employees alike, we want to hear from you!

About Arenaflex and Our Team

Arenaflex is a global leader in entertainment, media, and technology, with a rich history of innovation and creativity. Our Viewer Experience (VX) team is dedicated to crafting immersive experiences that captivate and inspire our audience. As a key member of our team, you'll have the opportunity to work with talented professionals from diverse backgrounds and industries, driving growth, innovation, and excellence in everything we do.

What You'll Do

As a Senior Manager, Social Media Customer Support, you'll be responsible for developing and operationalizing our social support strategy and roadmap, including:

• Setting a team vision and developing critical metrics to measure success
• Designing scalable processes and setting team goals across all brand verticals
• Driving implementation of reporting and analysis to inform business decisions
• Collaborating with senior leaders to build a detailed customer experience strategy
• Leading a team of leaders and individual contributors to drive social media support strategy and implementation
• Identifying weaknesses and gaps in current social support paradigms and driving resolutions to improve operational workflows and the viewer experience

Key Responsibilities

* Develop and operationalize the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, and setting 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 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 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.

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.

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.

How to Apply

If you're passionate about creating extraordinary experiences for customers and employees alike, we want to hear from you! Apply now to join our team and be a part of shaping the future of entertainment and media. Apply for this job