**Experienced Sr. Manager, Social Media Customer Support – Crafting Exceptional Viewer Experiences Across Arenaflex Brands**

Are you a seasoned leader with a passion for crafting exceptional viewer experiences across social media platforms? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join Arenaflex's Viewer Experience (VX) team as our Sr. Manager, Social Media Customer Support. In this pivotal role, you will lead the development and implementation of integrated social media support strategies across Arenaflex's Direct-to-Consumer (DTC) brands, including Disney+, STAR+, Hulu, Disney Moves Anywhere, Disney Movie Insiders, and Disney Entertainment Brands. **About Arenaflex's Viewer Experience Team** Arenaflex's Viewer Experience team is dedicated to delivering world-class experiences for our customers across various touchpoints, including social media. As a key member of our team, you will be responsible for architecting and executing social media support strategies that drive business outcomes, foster brand loyalty, and exceed customer expectations. Our team is passionate about innovation, collaboration, and pushing the boundaries of what's possible in the social media landscape. **Key Responsibilities** As our Sr. Manager, Social Media Customer Support, you will: * Develop and operationalize 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. * 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 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, 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 * 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 * 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 fostering a culture of growth and development. As our Sr. Manager, Social Media Customer Support, you will have access to: * Opportunities for professional growth and development, including training and mentorship programs * Collaborative and dynamic work environment with a team of passionate and experienced professionals * Flexible work arrangements, including remote work options * Comprehensive benefits package, including medical, financial, and other benefits * Recognition and rewards for outstanding performance and contributions to the team **Work Environment & Company Culture** Arenaflex is committed to creating a workplace that is inclusive, diverse, and supportive of all employees. Our company culture is built on the principles of innovation, collaboration, and customer obsession. We believe in fostering a work environment that is: * Collaborative and dynamic, with opportunities for growth and development * Inclusive and diverse, with a commitment to diversity, equity, and inclusion * Customer-focused, with a passion for delivering exceptional experiences * Innovative and forward-thinking, with a commitment to staying ahead of the curve **Compensation & 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. If you are a motivated and experienced leader with a passion for crafting exceptional viewer experiences across social media platforms, we invite you to apply for the Sr. Manager, Social Media Customer Support role at Arenaflex. Join our team and be part of shaping the future of social media customer support. Apply Job! Apply for this job