**Experienced Sr. Manager, Social Media Customer Support – Disney+ and Arenaflex Entertainment Brands**

Are you a seasoned leader with a passion for crafting exceptional customer experiences through social media? Do you thrive in fast-paced environments where creativity and strategic thinking come together to drive business outcomes? Look no further! Arenaflex is seeking an exceptional Sr. Manager, Social Media Customer Support to join our dynamic Viewer Experience (VX) team. As a key member of our team, you will play a pivotal role in shaping the social media support strategy and roadmap for Arenaflex's Direct-to-Consumer (DTC) brands, including Disney+, STAR+, Hulu, Disney Moves Anywhere, Disney Movie Insiders, and Disney Entertainment Brands. **About Arenaflex and the Viewer Experience Team** Arenaflex is a global leader in the entertainment industry, renowned for its innovative storytelling, beloved characters, and immersive experiences. Our Viewer Experience (VX) team is dedicated to delivering exceptional customer experiences across all touchpoints, from social media to live events. As a Sr. Manager, Social Media Customer Support, you will be part of a dynamic team that is passionate about creating engaging experiences for our customers and employees alike. **Key Responsibilities** As the Sr. Manager, Social Media Customer Support, you will be responsible for: * Developing and operationalizing 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. * Leading a team of leaders and individual contributors daily while 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. **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 and its Affiliated Companies are Equal Employment Opportunity employers and welcome 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, 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 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. We are an equal opportunity employer and applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. **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. **Why Join Arenaflex?** At Arenaflex, we offer a dynamic and inclusive work environment that fosters creativity, innovation, and growth. As a member of our team, you will have the opportunity to work on exciting projects, collaborate with talented professionals, and develop your skills and expertise. We are committed to providing a safe and supportive workplace for all employees, and we offer a range of benefits and programs to support your physical and mental well-being. **Apply Now!** If you are a motivated and experienced leader with a passion for social media and customer experience, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we look forward to reviewing your qualifications and experience. Apply for this job