Experienced Full Stack Social Media Customer Support Manager – Web & Cloud Application Development

At arenaflex, we're on a mission to revolutionize the way we interact with our customers through social media. As a seasoned leader, you'll have the opportunity to shape the future of our social media customer support strategy and drive exceptional experiences for our global audience. If you're passionate about creating engaging online communities and have a knack for developing high-performing teams, we want to hear from you!

About arenaflex

arenaflex is a leading entertainment and media company that's home to some of the world's most beloved 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!). Our Viewer Experience (VX) team is dedicated to delivering exceptional experiences for our customers across all touchpoints, and we're seeking an experienced Sr. Manager, Social Media Customer Support to join our team.

What You'll Do

As the Sr. Manager, Social Media Customer Support, you'll 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
• Driving implementation of appropriate reporting and analysis while considering the needs of partners
• 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 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

Career Growth Opportunities & Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Sr. Manager, Social Media Customer Support, you'll have access to:

• Opportunities for professional growth and development through training programs, mentorship, and career advancement
• Collaborative and dynamic work environment with a team of passionate and experienced professionals
• Access to cutting-edge technology and tools to help you succeed in your role
• Recognition and rewards for outstanding performance and contributions to the team

Work Environment & Company Culture

arenaflex is a global company with a diverse and inclusive culture. Our team is passionate about creating exceptional experiences for our customers, and we're committed to fostering a work environment that's collaborative, innovative, and fun. As a Sr. Manager, Social Media Customer Support, you'll have the opportunity to work with a talented team of professionals who share your passion for social media and customer support.

Compensation, Perks, & Benefits

arenaflex offers a competitive compensation package, including:

• Base salary: $123,000.00 to $165,000.00 per year (dependent on location, experience, and qualifications)
• Bonus and/or long-term incentive units may be provided as part of the compensation package
• Full range of medical, financial, and/or other benefits, dependent on the level and position offered

How to Apply

If you're a motivated and experienced leader who's passionate about creating exceptional social media experiences, we want to hear from you! Please submit your application, including your resume and a cover letter, through our online application system. We can't wait to hear from you! Apply Now! Apply for this job