Experienced Senior Manager, Social Media Customer Support – Leading Cross-Functional Teams and Developing Innovative Online Social Programs for Enhanced Customer Experience

Introduction to blithequark At blithequark, we are passionate about creating extraordinary experiences for our customers and employees through the power of social communities. As a leader in the entertainment industry, we recognize the importance of social media in shaping the viewer journey and are committed to delivering exceptional customer support across all our brand verticals. Our Viewer Experience (VX) team is dedicated to architecting integrated strategies and guiding tactical implementations across social media support channels, and we are now seeking an experienced Senior Manager, Social Media Customer Support to join our team. About the Role and Team As the Senior Manager, Social Media Customer Support at blithequark, you will play a critical role in developing and operationalizing our social support strategy and roadmap. You will lead a team of leaders and individual contributors, guiding our social media support strategy and implementation across a global footprint. Your expertise will be instrumental in driving business outcomes through online activity, improving operational workflows, and enhancing the viewer experience. You will collaborate with senior leaders cross-functionally to build a detailed customer experience, supporting the greater goals of our Social Media strategy for all blithequark brands. 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, guiding our 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, supporting the greater goals of our Social Media strategy for all blithequark 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 and guiding social response in concert with Executive, PR, and Legal guidance. Essential Qualifications and Skills To be successful in this role, you will need: A BS/BA degree or relevant professional experience. 2+ years of experience managing a team, with the ability to encourage and develop team members; leading leaders is a plus. 5+ years of 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, such as Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, or Sprinklr. A consistent track record of developing and operationalizing innovative online social programs. High savvy related to Twitter, Facebook, Instagram, and AppFollow. A 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 In addition to the essential qualifications, we are looking for candidates with: 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 and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Senior Manager, Social Media Customer Support, you will have access to a range of learning and development opportunities, including training programs, mentorship, and career advancement opportunities. You will be part of a dynamic and innovative team, working on high-impact projects that will challenge you and help you grow professionally. Work Environment and Company Culture Our company culture is built on a foundation of creativity, innovation, and collaboration. We believe in fostering 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. We are an equal opportunity employer, committed to diversity and inclusion, and welcome applications from all qualified candidates. Compensation, Perks, and Benefits We offer a competitive compensation package, including a salary range of $123,000 to $165,000 per year, depending on experience and location. In addition to your base salary, you may be eligible for a bonus and/or long-term incentive units, as well as a range of medical, financial, and other benefits. Conclusion If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for the Senior Manager, Social Media Customer Support role at blithequark. This is an exciting opportunity to join a dynamic team and contribute to the development of innovative online social programs that enhance the customer experience. Apply now to take the first step in your new career journey! Apply for this job