Experienced Senior Manager, Social Media Customer Support – Leading Social Media Strategy and Team Development for Direct-to-Consumer Brands

Introduction to arenaflex arenaflex is a leading innovator in the entertainment industry, dedicated to creating exceptional experiences for its viewers. Our Viewer Experience (VX) team is at the forefront of this mission, focusing on delivering top-notch support across all social media platforms. We are now seeking an outstanding Senior Manager, Social Media Customer Support to join our team and play a pivotal role in shaping our social media strategy and leading our team to success. About the Role As the Senior Manager, Social Media Customer Support at arenaflex, you will be responsible for architecting and implementing our integrated social media support strategy across multiple platforms, including Twitter, Facebook, and AppFollow. Your expertise will guide our team in providing exceptional customer support for our Direct-to-Consumer (DTC) brands, such as Disney+, STAR+, Hulu, and more. You will serve as the primary point of contact for all social media support needs, collaborating with cross-functional teams and third-party partners to ensure seamless execution. Key Responsibilities Develop and operationalize the social support strategy and roadmap, setting a team vision, critical metrics, and scalable processes to achieve team goals across all brand verticals. Lead a team of leaders and individual contributors, guiding the daily implementation of our social media support strategy and driving business outcomes through online activity. 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 to build a detailed customer experience, supporting the greater goals of our Social Media strategy for all arenaflex brands. Lead and guide go-to-market launches and product launches, 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. 5+ years of experience in social media or online community moderation, with a proven track record of driving business outcomes through online activity. Experience with social media management platforms, such as Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, and Sprinklr. A high level of savvy related to Twitter, Facebook, Instagram, and AppFollow. A proven understanding of which metrics and tools help improve the consumer experience through social channels. Excellent written and verbal communication skills, with the ability to collaborate well with cross-functional teams. Preferred Qualifications In addition to the essential qualifications, we are looking for candidates with: Experience with technology, entertainment, and segmenting consumer audiences. A strong ability to approach challenges head-on with a positive and engaged approach. A value on accountability, taking ownership of projects from start to finish. Career Growth Opportunities and Learning Benefits At arenaflex, 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 training and development opportunities, including: Leadership development programs to help you grow as a manager and leader. Training and certification programs to enhance your social media and customer support skills. Opportunities to work on high-impact projects and collaborate with cross-functional teams. Work Environment and Company Culture arenaflex is a dynamic and innovative company, with a culture that values creativity, collaboration, and customer focus. Our Viewer Experience team is a close-knit and supportive group, dedicated to delivering exceptional results and having fun while doing it. As a Senior Manager, Social Media Customer Support, you will be an integral part of this team, working in a fast-paced and dynamic environment that is always looking for new ways to innovate and improve. 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 salary, you will also be eligible for a range of benefits, including: A bonus and/or long-term incentive units as part of your compensation package. A full range of medical, financial, and other benefits, dependent on the level and position offered. Opportunities for professional growth and development, including training and certification programs. Conclusion If you are a motivated and experienced social media professional, with a passion for customer support and a proven track record of driving business outcomes through online activity, we want to hear from you. As a Senior Manager, Social Media Customer Support at arenaflex, you will have the opportunity to lead a talented team, develop and implement innovative social media strategies, and contribute to the success of our Direct-to-Consumer brands. Apply now to join our team and take your career to the next level. Apply for this job