Senior Manager – Social Media Customer Support & Community Experience Leadership for Global Direct‑to‑Consumer Brands

About arenaflex and the Opportunity

arenaflex is a world‑renowned entertainment and technology leader, delivering unforgettable stories and immersive experiences to millions of viewers every day. Our Viewer Experience (VX) team is the heartbeat of the brand, ensuring that every interaction—whether on a streaming platform, a mobile app, or a social channel—feels personal, seamless, and magical. As we continue to expand our direct‑to‑consumer (DTC) portfolio, we are looking for a visionary Senior Manager to own and evolve our social media customer support function across a diverse set of brands, including arenaflex+, arenaflex STAR+, arenaflex Hulu, arenaflex Moves Anywhere, arenaflex Movie Insiders, and the broader arenaflex Entertainment family.

This role is perfect for a strategic leader who lives at the intersection of community, technology, and brand storytelling. If you thrive on turning social conversations into actionable insights, love building high‑performing teams, and are passionate about creating extraordinary experiences for both customers and employees, we invite you to join our dynamic, inclusive, and forward‑thinking culture.

Key Responsibilities

Strategic Leadership & Roadmap Development

• Design, develop, and operationalize a comprehensive social support strategy that aligns with arenaflex’s global DTC objectives.
• Set a clear vision for the social support team, establishing critical performance metrics, scalable processes, and ambitious yet achievable goals for each brand vertical.
• Drive the creation of robust reporting frameworks and analytical dashboards that provide real‑time insight to senior leadership and cross‑functional partners.

Team Management & Development

• Lead a multi‑disciplinary team of managers and individual contributors across multiple time zones, fostering a culture of empowerment, continuous learning, and accountability.
• Mentor emerging leaders, championing professional growth through coaching, structured development plans, and stretch assignments.
• Ensure the team operates with agility, balancing rapid response to emerging issues with long‑term strategic initiatives.

Operational Excellence & Process Optimization

• Identify gaps and inefficiencies in current social support workflows; implement process improvements that enhance response times, quality of service, and overall viewer satisfaction.
• Collaborate with product, engineering, and content teams to embed social support considerations early in the product lifecycle.
• Oversee the integration of social media management platforms (e.g., Sprinklr, Hootsuite, Sprout Social) with arenaflex’s CRM and ticketing systems to create a unified support ecosystem.

Cross‑Functional Collaboration & Stakeholder Management

• Partner with senior leaders across Marketing, Product, Legal, PR, and Engineering to align social support initiatives with broader business goals.
• Serve as the primary escalation point for high‑impact incidents, coordinating executive briefings and ensuring consistent, brand‑appropriate communication.
• Guide go‑to‑market and product launch strategies, guaranteeing that social channels are fully prepared to handle spikes in traffic and engagement.

Community Advocacy & Brand Voice Stewardship

• Champion the arenaflex brand voice across all social support interactions, ensuring tone, empathy, and authenticity are consistently delivered.
• Leverage community insights to inform product enhancements, content strategy, and marketing campaigns.
• Develop and maintain a knowledge base and self‑service resources that empower viewers to resolve common issues independently.

Essential Qualifications

• Education: Bachelor’s degree (BS/BA) or equivalent professional experience.
• Leadership Experience: Minimum 2 years of experience managing a team, with a proven ability to develop and inspire both managers and individual contributors.
• Social Media Expertise: At least 5 years of hands‑on experience in social media or online community moderation, demonstrating a track record of driving measurable business outcomes.
• Platform Proficiency: Deep familiarity with social media management tools such as Salesforce Service Cloud, Sprinklr, Hootsuite, Sprout Social, ListenFirst, Qualtrics, or comparable platforms.
• Strategic Execution: Demonstrated ability to design, launch, and scale innovative online social programs that improve customer experience.
• Metrics‑Driven Mindset: Strong analytical skills with the ability to select and interpret key performance indicators that enhance the viewer journey.
• Adaptability: High tolerance for rapid context switching, interruptions, and evolving priorities while maintaining productivity and clear guidance.

Preferred Qualifications & Attributes

• Exceptional written and verbal communication skills, with the ability to craft concise, empathetic, and brand‑aligned messaging.
• Experience in technology‑focused entertainment environments and a nuanced understanding of audience segmentation.
• Proven collaborative style, thriving in cross‑functional settings and building consensus among diverse stakeholders.
• Strong sense of ownership, taking projects from concept through execution and post‑launch analysis.
• Positive, solution‑oriented attitude when confronting challenges, coupled with a passion for continuous improvement.

Core Skills & Competencies

• Customer‑Centric Leadership: Ability to put the viewer experience at the forefront of every decision.
• Data Literacy: Comfort working with dashboards, reporting tools, and data visualization to drive insights.
• Technology Acumen: Familiarity with CRM, ticketing, and social listening platforms; ability to evaluate emerging tools.
• Strategic Communication: Skill in translating complex operational concepts into clear, actionable messages for both internal and external audiences.
• Change Management: Experience guiding teams through process transformations and scaling initiatives globally.

Career Growth & Learning Opportunities

At arenaflex, your career trajectory is limited only by your ambition. In this role you will:

• Gain exposure to senior leadership across a portfolio of high‑profile entertainment brands.
• Lead initiatives that directly impact millions of viewers worldwide, positioning you as a thought leader in social support strategy.
• Access a robust learning ecosystem, including internal training programs, mentorship from industry veterans, and sponsorship for external certifications (e.g., Certified Community Manager, Social Media Strategy).
• Potentially progress to Director‑level roles overseeing broader customer experience functions, product operations, or global brand communications.

Work Environment & Culture at arenaflex

arenaflex fosters an inclusive, collaborative, and innovative workplace where creativity thrives. Our culture is built on:

• Diversity & Inclusion: A commitment to hiring, developing, and promoting talent from all backgrounds, ensuring every voice is heard.
• Flexibility: Hybrid work models that balance remote productivity with in‑person collaboration in vibrant office spaces.
• Community Impact: Opportunities to contribute to social responsibility initiatives, from sustainability projects to community outreach.
• Recognition & Celebration: Regular acknowledgment of individual and team achievements through awards, spot bonuses, and public shout‑outs.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary ranging from $123,000 – $165,000 USD, calibrated for experience, geographic location, and internal equity.
• Performance‑based annual bonus and long‑term incentive opportunities.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Retirement savings plans with generous company matching.
• Paid time off, parental leave, and flexible holiday policies.
• Wellness programs, employee assistance resources, and access to on‑site fitness facilities.
• Professional development stipend, tuition reimbursement, and access to industry conferences.
• Employee discounts on arenaflex streaming services, merchandise, and theme‑park experiences.

Commitment to Accessibility & Equal Opportunity

arenaflex is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Applicants with disabilities are encouraged to request accommodations at any stage of the hiring process. To request assistance, please email [email protected]. This address is solely for accommodation requests related to the application process.

Why Join arenaflex?

Joining arenaflex means becoming part of a legacy of storytelling excellence while shaping the future of digital viewer experiences. You will work alongside some of the most creative minds in entertainment, technology, and customer service, all united by a shared purpose: to delight audiences worldwide. If you are ready to lead a high‑impact team, drive strategic innovation, and make a tangible difference in how millions of fans engage with their favorite content, we want to hear from you.

Take the Next Step

Ready to bring your expertise to arenaflex and help define the next chapter of social media customer support? Click the link below to submit your application and start your journey with a company that values imagination, collaboration, and bold ideas.

Apply Job!