Introduction to blithequark and the Industry
blithequark is at the forefront of the entertainment industry, pushing boundaries and redefining the viewer experience. As a leader in the field, we recognize the importance of social media in shaping our brand and engaging with our audience. Our Viewer Experience (VX) team is dedicated to delivering exceptional customer support across all social media platforms, ensuring that every interaction with our brand is nothing short of extraordinary. We are now seeking an outstanding Senior Manager, Social Media Customer Support to join our team and drive the development of our social support strategy.
About the Role and Team
As the Senior Manager, Social Media Customer Support at blithequark, you will be responsible for architecting the integrated strategy and guiding tactical implementation across social media support channels for our Direct-to-Consumer (DTC) brands, including Disney+, STAR+, Hulu, and more. You will lead a team of leaders and individual contributors, serving as the primary point of contact for all needs related to the VX Social team, including cross-team collaborators and 3rd party partners. Your expertise will be invaluable in developing and maturing the team, both individually and collectively, to deliver exceptional customer support and create extraordinary experiences for our viewers.
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, 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 blithequark 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; experience 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.
- A 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, we are looking for candidates with:
- 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 blithequark, 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 leader and manager.
- Training and certification programs to enhance your skills in social media management and customer support.
- Opportunities to work on high-impact projects and collaborate with cross-functional teams.
- A culture that encourages innovation, creativity, and experimentation.
Work Environment and Company Culture
At blithequark, we pride ourselves on our dynamic and inclusive work environment. Our company culture is built on a foundation of:
- Collaboration and teamwork.
- Innovation and creativity.
- Diversity, equity, and inclusion.
- Employee well-being and recognition.
Compensation, Perks, and Benefits
We offer 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 will be eligible for a range of benefits, including:
- Medical, financial, and other benefits.
- Bonus and/or long-term incentive units.
- Opportunities for professional growth and development.
- A dynamic and inclusive work environment.
Conclusion
If you are a motivated and experienced professional looking to join a dynamic and innovative team, we encourage you to apply for the Senior Manager, Social Media Customer Support role at blithequark. With your passion for social media and customer support, you will be an invaluable asset to our team, helping us to deliver exceptional experiences for our viewers and drive business growth. Apply now to join our team and take the first step in an exciting and rewarding career with blithequark.
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