Senior Manager, Social Media Customer Support – Global Viewer Experience Strategy & Team Leadership at arenaflex

About arenaflex

arenaflex is a world‑renowned entertainment and technology leader, delivering unforgettable stories and immersive experiences to millions of viewers every day. With a portfolio that spans streaming platforms, interactive media, and a vibrant community of fans, arenaflex continuously pushes the boundaries of how audiences engage with content. Our Viewer Experience (VX) team is the heartbeat of this mission, ensuring that every interaction—whether on a social feed, a streaming app, or a fan forum—feels personal, supportive, and memorable. As we expand our global footprint, we are looking for a visionary leader to shape the future of social media customer support and champion the voice of our viewers worldwide.

Why This Role Matters

The Senior Manager, Social Media Customer Support will be the architect of arenaflex’s integrated social support strategy. You will guide a high‑performing team of leaders and individual contributors, driving operational excellence across all social channels—including arenaflex+, arenaflex STAR+, arenaflex Hulu, arenaflex Moves Anywhere, and arenaflex Entertainment Brands such as arenaflex ABC, arenaflex News, arenaflex NOW, arenaflex Freeform, arenaflex FX, arenaflex Nat Geo TV, arenaflex Nat Geo Magazine, and arenaflex Games. Your work will directly influence how millions of viewers experience our services, turning everyday interactions into lasting loyalty.

Key Responsibilities

• Strategic Development & Roadmap: Design, operationalize, and continuously refine a comprehensive social support strategy that aligns with arenaflex’s brand vision and business objectives. Establish clear metrics, scalable processes, and ambitious yet achievable team goals across all brand verticals.
• Leadership & Team Management: Lead a diverse group of managers and frontline contributors, fostering a culture of empowerment, accountability, and continuous learning. Provide mentorship, performance coaching, and career development pathways for each team member.
• Operational Excellence: Identify gaps in current support paradigms, implement data‑driven improvements, and streamline workflows to enhance the viewer journey. Ensure rapid resolution of escalated issues and maintain high service‑level agreements (SLAs) across all platforms.
• Cross‑Functional Collaboration: Partner with senior leaders in Product, Marketing, PR, Legal, and Engineering to craft cohesive customer experiences. Align social support initiatives with broader go‑to‑market plans, product launches, and brand messaging.
• Content & Tone Governance: Oversee the creation and approval of social content, guaranteeing that each brand’s voice is consistent, authentic, and resonant with its target audience.
• Launch & Incident Management: Lead social support for high‑impact product releases and crisis scenarios. Serve as the primary point of contact for executive briefings, coordinating with PR and Legal to deliver timely, transparent communication.
• Analytics & Reporting: Develop robust reporting frameworks that surface actionable insights for stakeholders. Translate data into strategic recommendations that drive continuous improvement.

Essential Qualifications

• Bachelor’s degree or equivalent professional experience.
• Minimum of 2 years of experience managing a team, with a proven ability to develop leaders and inspire high‑performing individuals.
• 5 + years of hands‑on experience in social media or online community moderation, demonstrating a track record of influencing business outcomes through digital engagement.
• Proficiency with social media management platforms—experience with arenaflex‑branded tools (formerly Salesforce Service Cloud, Sprout, Hootsuite, Listenfirst, Qualtrics, Sprinklr) is highly desirable.
• Deep understanding of metrics that drive consumer satisfaction on social channels, such as response time, sentiment analysis, and resolution rate.
• Exceptional ability to juggle multiple priorities, maintain focus amid interruptions, and provide clear guidance under pressure.

Preferred Qualifications & Attributes

• Outstanding written and verbal communication skills, with the ability to craft compelling messages for diverse audiences.
• Experience in technology‑driven entertainment environments and a nuanced grasp of audience segmentation.
• Demonstrated success collaborating across functional teams, breaking down silos, and championing shared objectives.
• Strong sense of ownership—taking projects from concept through execution and delivering measurable results.
• Positive, solution‑focused mindset when confronting complex challenges.

Core Skills & Competencies

• Strategic Thinking: Ability to envision long‑term social support frameworks while executing day‑to‑day tactics.
• People Leadership: Coaching, talent development, and building high‑trust teams.
• Data Literacy: Interpreting analytics, building dashboards, and translating insights into action.
• Customer‑Centric Mindset: Empathy for the viewer journey and a relentless drive to exceed expectations.
• Technology Savvy: Comfort with emerging social platforms, automation tools, and AI‑driven sentiment analysis.
• Communication Excellence: Clear, concise, and persuasive storytelling for internal and external audiences.

Career Growth & Learning Opportunities

At arenaflex, leadership is a lifelong learning path. In this role you will:

• Gain exposure to senior executives and influence company‑wide strategic decisions.
• Participate in global product launches, high‑visibility campaigns, and crisis management simulations.
• Access a robust internal learning platform offering courses on advanced analytics, people management, and emerging social technologies.
• Mentor emerging talent and shape the next generation of social support leaders.
• Explore lateral moves across arenaflex’s diverse portfolio—whether into product, marketing, or operations—thanks to our internal mobility program.

Work Environment & Culture at arenaflex

arenaflex fosters an inclusive, collaborative, and innovative culture where every voice matters. Our teams operate in a hybrid model, blending the flexibility of remote work with vibrant in‑office hubs that encourage spontaneous creativity. We celebrate diversity, champion mental‑wellness, and provide resources that support work‑life harmony. Employees enjoy:

• Regular “Idea Labs” where anyone can pitch new concepts directly to leadership.
• Employee Resource Groups (ERGs) that promote community, mentorship, and advocacy.
• Annual “Viewer Experience” summits that showcase the impact of social support on real fans worldwide.
• State‑of‑the‑art collaboration tools, flexible scheduling, and generous paid time off.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While exact figures will be calibrated to experience, location, and market benchmarks, candidates can expect:

• A base salary range that aligns with senior leadership compensation standards.
• Performance‑based annual bonuses and long‑term incentive opportunities.
• Comprehensive health, dental, and vision coverage for employees and dependents.
• Retirement savings plans with company matching contributions.
• Generous parental leave, adoption assistance, and family‑friendly policies.
• Wellness programs, including mental‑health resources, fitness subsidies, and virtual wellness challenges.
• Employee discount programs for arenaflex streaming services and merchandise.

Commitment to Diversity, Equity & Inclusion

arenaflex is an equal‑opportunity employer. We celebrate the unique perspectives that each individual brings and are dedicated to building a workforce that reflects the diverse audiences we serve. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status.

If you require a reasonable accommodation to apply for this role, please email [email protected]. We will respond promptly to ensure an accessible application experience.

Ready to Shape the Future of Social Support?

If you are passionate about creating extraordinary experiences for viewers, thrive in fast‑paced, globally‑connected environments, and possess the strategic vision to lead a world‑class social support organization, we want to hear from you. Join arenaflex and help us turn every social interaction into a moment of delight, loyalty, and storytelling magic.

Apply Now and become a pivotal part of arenaflex’s journey to redefine entertainment for the digital age.