**Experienced Senior Manager, Social Media Customer Support – Global DTC Brands**

At arenaflex, we're on a mission to revolutionize the way we connect with our customers and deliver extraordinary experiences across all touchpoints. As a key member of our Viewer Experience (VX) team, the Senior Manager, Social Media Customer Support will play a pivotal role in shaping the future of customer support in the social media arena. If you're passionate about creating engaging experiences, driving business outcomes, and leading high-performing teams, we want to hear from you! **About arenaflex** arenaflex is a global leader in the entertainment industry, with a rich history of innovation and creativity. Our brands, including Disney+, STAR+, Hulu, Disney Moves Anywhere, Disney Movie Insiders, and Disney Entertainment Brands (ABC, ABC News, DisneyNOW, Freeform, FXNOW, Nat Geo TV, Nat Geo Magazine, and Disney Games), have captivated audiences worldwide with our unique stories, memorable characters, and immersive experiences. As a member of our team, you'll be part of a dynamic and inclusive culture that values creativity, collaboration, and continuous learning. **The Role** As the Senior Manager, Social Media Customer Support, you will be responsible for developing and operationalizing the integrated social support strategy and roadmap for our Direct-to-Consumer (DTC) brands. This includes: * Developing a team vision, setting critical metrics, designing scalable processes, and achieving team goals across all brand verticals * Leading a team of leaders and individual contributors daily, 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 the 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 **Key Responsibilities** * Develop and operationalize the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, and achieving team goals across all brand verticals * Lead a team of leaders and individual contributors daily, 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 the 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 **Career Growth Opportunities & Learning Benefits** At arenaflex, we believe in investing in our people and providing opportunities for growth and development. As a Senior Manager, Social Media Customer Support, you'll have access to: * Regular training and development programs to enhance your skills and knowledge * Opportunities to work on high-profile projects and initiatives * Collaborative and dynamic work environment with a diverse team of professionals * Flexible work arrangements to support work-life balance * Competitive compensation and benefits package, including a bonus and/or long-term incentive units **Work Environment & Company Culture** arenaflex is committed to creating a workplace that is inclusive, diverse, and supportive. Our culture values creativity, innovation, and collaboration, and we strive to provide a work environment that is engaging, challenging, and rewarding. As a member of our team, you'll have the opportunity to work with talented professionals from diverse backgrounds and industries, and contribute to the development of innovative products and experiences that captivate audiences worldwide. **Compensation, Perks, & 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 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. **How to Apply** If you're passionate about creating extraordinary experiences and leading high-performing teams, we want to hear from you! Apply now to join our Viewer Experience (VX) team as a Senior Manager, Social Media Customer Support. Apply for this job