Experienced Senior Manager, Social Media Customer Support – Leading Viewer Experience and Team Development Across Multiple Brand Verticals

Introduction to arenaflex and the Industry

arenaflex is at the forefront of delivering exceptional viewer experiences through its innovative approach to social media customer support. As a leader in the entertainment and technology sector, arenaflex recognizes the importance of harnessing the power of social communities to create extraordinary experiences for both customers and employees. The social media landscape is ever-evolving, and arenaflex is committed to staying ahead of the curve by investing in talented professionals who share its passion for excellence.

About the Role and Team

arenaflex's Viewer Experience (VX) team is seeking an outstanding Senior Manager, Social Media Customer Support to join its ranks. As a key member of the team, you will be responsible for architecting the integrated strategy and guiding tactical implementation across social media support channels for Direct-to-Consumer (DTC) brands, including Disney+, STAR+, Hulu, and more. Your expertise will be instrumental in leading the team as the primary point of contact for all needs related to the VX Social team, including cross-team collaborators and third-party partners.

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 daily, 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 arenaflex 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; 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.
• 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, the following are preferred:

• 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 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 leader and manager.
• 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.
• A culture that encourages innovation, creativity, and experimentation.

Work Environment and Company Culture

arenaflex is dedicated to creating a work environment that is inclusive, supportive, and empowering. Our company culture is built on the values of:

• Respect and empathy for our customers and employees.
• A commitment to excellence and continuous improvement.
• A culture of innovation and creativity.
• A focus on teamwork and collaboration.

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 base salary, you will also be eligible for a range of benefits, including:

• A bonus and/or long-term incentive units.
• A comprehensive health and wellness program.
• A 401(k) matching program.
• A range of paid time off and holiday benefits.

Conclusion

If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for the Senior Manager, Social Media Customer Support role at arenaflex. With its commitment to innovation, customer experience, and employee growth, arenaflex is the perfect place to take your career to the next level. Apply now and join our team of talented professionals who are passionate about delivering exceptional viewer experiences.