Experienced Senior Manager, Social Media Customer Support – Integrated Strategy and Team Leadership for DTC Brands at blithequark
**Job Description:**
About the Role & Team
At blithequark, we're passionate about delivering exceptional viewer experiences across our Direct-to-Consumer (DTC) 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!). As a key member of our Viewer Experience (VX) team, we're seeking an experienced Senior Manager, Social Media Customer Support to join our dynamic team. This is an exciting opportunity to lead the development and implementation of our social media support strategy, drive business outcomes, and create extraordinary experiences for our customers and employees.About the Role
As the Senior Manager, Social Media Customer Support, you will be responsible for architecting the integrated strategy and guiding tactical implementation across social media support channels (Twitter, Facebook, AppFollow) for our DTC brands. You will lead a team of leaders and individual contributors, guiding DTC's social media support strategy and implementation across a global footprint. Your expertise will be essential in 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.Key Responsibilities
- 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 while 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 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 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.