Senior Manager, Social Media Customer Support – Remote Part‑Time Role Leading Digital Entertainment Experience at arenaflex

About arenaflex – Shaping the Future of Digital Entertainment

arenaflex is a global leader in the entertainment and media landscape, delivering unforgettable stories, immersive experiences, and cutting‑edge streaming content to millions of fans worldwide. With a heritage that spans decades, arenaflex has evolved from classic storytelling to a diversified portfolio that includes streaming platforms, premium television networks, interactive gaming, and iconic theme park destinations. Our mission is to inspire, entertain, and connect audiences through innovative technology and creative excellence.

As part of our ongoing commitment to delivering world‑class customer experiences, arenaflex’s Watcher Experience (VX) team is expanding its leadership bench. We are seeking a dynamic, strategic, and people‑focused Senior Manager to own the social media customer support function for our Direct‑to‑Consumer (DTC) brands, including arenaflex+, STAR+, Hulu, arenaflex Moves Anywhere, arenaflex Film Insiders, and the broader arenaflex Amusement Brands family (ABC, ABC News, arenaflexNOW, Freestyle, FXNOW, Nat Geo TV, Nat Geo Magazine, and arenaflex Games).

Role Overview – Why This Position Matters

In this remote, part‑time role (8 hours per week, $20 per hour), you will be the strategic champion for all social‑media‑based customer support initiatives. You will design, implement, and continuously refine the social support strategy, ensuring that every interaction across Twitter, Facebook, Instagram, AppFollow, and emerging platforms reflects arenaflex’s brand voice, resolves issues efficiently, and enhances overall viewer satisfaction.

The position reports directly to the Senior Director of the Watcher Experience (VX) group and collaborates closely with cross‑functional partners in Product, Engineering, Marketing, Legal, and Public Relations. You will lead a small but high‑performing team of specialists, act as the escalation point for complex cases, and drive measurable improvements in support metrics and brand perception.

Key Responsibilities

• Strategic Development: Create and operationalize a comprehensive social support framework, including vision, KPIs, service level agreements (SLAs), and quarterly roadmaps for all arenaflex DTC brands.
• Team Leadership: Recruit, mentor, and manage a team of social support agents, fostering a culture of empowerment, continuous learning, and high‑impact performance.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Marketing, and Legal to align support processes with product releases, feature rollouts, and crisis communications.
• Process Optimization: Identify gaps in existing support workflows, implement automation tools (e.g., Sprinklr, Hootsuite, Salesforce Service Cloud), and drive efficiency improvements that reduce response times and increase first‑contact resolution.
• Content Governance: Ensure all social responses adhere to brand guidelines, tone, and legal compliance, while maintaining a consistent voice across all platforms.
• Escalation Management: Serve as the primary point of contact for high‑severity incidents, coordinating with senior leadership, PR, and legal teams to manage reputation risk.
• Analytics & Reporting: Track and analyze support metrics (CSAT, NPS, resolution time, volume trends), presenting actionable insights to senior stakeholders.
• Community Advocacy: Proactively engage with fan communities, turning feedback into product improvements and fostering brand loyalty.

Essential Qualifications

• Bachelor’s degree in Business, Communications, Marketing, or a related field, OR equivalent professional experience.
• Minimum 2 years of experience leading a team, with a proven ability to motivate, develop, and retain talent.
• At least 2 years of hands‑on experience in digital entertainment or online community management, demonstrating measurable business impact through social initiatives.
• Proficiency with social media management platforms (e.g., Sprinklr, Hootsuite, Sprout Social) and CRM tools such as Salesforce Service Cloud.
• Demonstrated success in designing and launching innovative social support programs that improve customer satisfaction and operational efficiency.
• Strong familiarity with major social channels—Twitter, Facebook, Instagram, AppFollow—and emerging platforms.
• Ability to interpret data and leverage analytics tools (e.g., Qualtrics, ListenFirst) to drive continuous improvement.
• Excellent written and verbal communication skills, with a knack for crafting clear, empathetic, and brand‑aligned responses.

Preferred Qualifications & Additional Skills

• Experience managing support for streaming services or subscription‑based digital products.
• Background in crisis communications or handling high‑visibility brand incidents.
• Knowledge of entertainment industry trends, fan culture, and community dynamics.
• Project management certification (PMP, Scrum) or experience leading agile initiatives.
• Demonstrated ability to work effectively across matrixed, global teams.
• Passion for storytelling, media, and the power of immersive entertainment experiences.

Core Competencies for Success

• Leadership & Influence: Ability to inspire teams, drive alignment, and influence senior stakeholders without direct authority.
• Customer‑Centric Mindset: Deep empathy for the viewer journey and a relentless focus on delivering delightful experiences.
• Analytical Thinking: Strong data‑driven decision‑making, comfortable with dashboards, trend analysis, and performance reporting.
• Strategic Vision: Capacity to see the big picture, anticipate future support needs, and shape long‑term roadmaps.
• Adaptability: Thrive in a fast‑paced, ever‑changing environment, balancing multiple priorities with poise.
• Collaboration: Proven track record of partnering with product, legal, PR, and engineering teams to achieve shared goals.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Senior Manager, you will have access to:

• Leadership development programs and mentorship from senior executives.
• Cross‑functional project assignments that broaden your exposure to product, content, and technology teams.
• Industry conferences, webinars, and certifications focused on digital customer experience and social media strategy.
• Opportunities to transition into broader operational or product leadership roles within the global arenaflex organization.

Work Environment & Culture at arenaflex

Our culture is built on creativity, inclusion, and a shared love for entertainment. Even though this role is remote, you will be part of a vibrant, collaborative community that values:

• Flexibility: Remote work options, flexible scheduling, and a results‑oriented approach.
• Innovation: Encouragement to experiment with new tools, processes, and ideas that enhance the viewer experience.
• Diversity & Inclusion: A commitment to building a workforce that reflects the global audience we serve.
• Recognition: Regular acknowledgment of achievements through awards, spot bonuses, and internal shout‑outs.
• Well‑Being: Access to mental‑health resources, wellness programs, and a supportive work‑life balance.

Compensation, Perks & Benefits (General Overview)

arenaflex offers a competitive compensation package that includes:

• Hourly rate of $20 per hour for part‑time work (8 hours/week).
• Eligibility for performance‑based bonuses and profit‑sharing opportunities.
• Comprehensive health, dental, and vision coverage for eligible employees.
• Retirement savings plan with company matching contributions.
• Paid time off, holidays, and sick leave.
• Access to arenaflex streaming services (arenaflex+, STAR+, Hulu) at no cost.
• Employee discounts on arenaflex merchandise, theme‑park tickets, and partner brands.
• Continuous learning stipend for courses, certifications, and conferences.

How to Apply – Join arenaflex’s Visionary Team

If you are a strategic thinker with a passion for social media, customer support, and the entertainment industry, we want to hear from you. This is a unique opportunity to shape the social support experience for millions of viewers while working remotely and maintaining a healthy work‑life balance.

Ready to make an impact? Click the link below to submit your application and become part of arenaflex’s next chapter of storytelling excellence.

Apply Now – Senior Manager, Social Media Customer Support