Experienced Senior Manager, Social Media Customer Support – Leading Viewer Experience and Team Development Across Multiple Brand Verticals

Introduction to arenaflex and the Industry arenaflex is at the forefront of delivering exceptional viewer experiences through its innovative approach to social media customer support. As a leader in the entertainment and technology sector, arenaflex recognizes the power of social communities in shaping customer experiences and driving business outcomes. The company's commitment to fostering a culture of inclusivity, creativity, and innovation has made it an attractive destination for talented professionals seeking to make a meaningful impact in their careers. About the Role and Team arenaflex's Viewer Experience (VX) team is seeking an outstanding Senior Manager, Social Media Customer Support to join its ranks. As a key member of the VX team, you will be responsible for architecting the integrated strategy and guiding tactical implementation across social media support channels for Direct-to-Consumer (DTC) brands, including Disney+, STAR+, Hulu, and other prominent entertainment brands. Your expertise will be instrumental in leading the team as the primary point of contact for all needs related to the VX Social team, including cross-team collaborators and third-party partners. 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, 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 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, and Sprinklr. A consistent track record of developing and operationalizing innovative online social programs. High savvy related to Twitter, Facebook, Instagram, and AppFollow. 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, the following skills and qualities are preferred: 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 arenaflex, we are committed to fostering a culture of continuous learning and growth. As a Senior Manager, Social Media Customer Support, you will have access to a range of training and development opportunities, including: Professional development programs to enhance your leadership and technical skills. Opportunities to work on high-impact projects and collaborate with cross-functional teams. Regular feedback and coaching to support your career growth and advancement. Access to industry-leading tools and technologies to stay up-to-date with the latest trends and innovations. Work Environment and Company Culture arenaflex is proud of its inclusive and dynamic work environment, which is designed to inspire creativity, collaboration, and innovation. As a member of our team, you can expect: A culture that values diversity, equity, and inclusion. A collaborative and supportive work environment that encourages open communication and feedback. Opportunities to participate in company-wide initiatives and events that promote employee engagement and well-being. A range of employee benefits and perks, including flexible working arrangements, health and wellness programs, and recognition and reward schemes. Compensation, Perks, and Benefits arenaflex offers 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 benefits, including: Comprehensive health and wellness programs. Flexible working arrangements, including remote work options. Recognition and reward schemes to acknowledge and reward your contributions. Opportunities for professional development and career advancement. Conclusion If you are a motivated and experienced professional looking to make a meaningful impact in the social media customer support space, we encourage you to apply for this exciting opportunity at arenaflex. With its commitment to innovation, inclusivity, and employee growth, arenaflex is the perfect place to take your career to the next level. Don't miss out on this chance to join a dynamic and supportive team and contribute to the delivery of exceptional viewer experiences. Apply now to become a part of the arenaflex team and start your journey towards a rewarding and challenging career in social media customer support. Apply for this job