Senior Manager – Social Media Customer Support & Community Experience Leadership at arenaflex

About arenaflex and the Opportunity

arenaflex is a global leader in entertainment and digital experiences, delivering beloved stories and cutting‑edge technology 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 memorable. As we continue to expand our direct‑to‑consumer (DTC) portfolio, we are looking for a visionary Senior Manager to own and evolve the social media customer support function across all arenaflex brands.

In this role you will shape the strategy, build world‑class processes, and mentor a high‑performing team that turns social conversations into brand loyalty. If you thrive at the intersection of community, technology, and storytelling, and you have a proven track record of leading teams that deliver exceptional customer experiences, we want you to join arenaflex.

Key Responsibilities

Strategic Leadership & Roadmap Development

• Design and execute a comprehensive social support strategy that aligns with arenaflex’s overall DTC vision.
• Define a clear team mission, set measurable objectives, and develop critical KPIs that drive continuous improvement.
• Build scalable processes and reporting frameworks that enable real‑time insight for senior leadership and cross‑functional partners.

Team Management & Development

• Lead a diverse group of managers and individual contributors across multiple time zones, fostering a culture of empowerment and accountability.
• Coach, mentor, and develop talent, creating clear career pathways and succession plans for future leaders.
• Champion a collaborative environment where ideas are shared openly and innovation is rewarded.

Operational Excellence & Continuous Improvement

• Identify gaps in current social support workflows, prioritize remediation, and implement solutions that enhance efficiency and viewer satisfaction.
• Partner with product, engineering, and analytics teams to integrate automation, AI‑driven triage, and knowledge‑base enhancements.
• Oversee incident management for high‑impact events, serving as the primary point of contact for executive briefings and coordinating response with PR, legal, and executive leadership.

Cross‑Functional Collaboration & Brand Alignment

• Work closely with senior leaders across marketing, content, product, and technology to ensure social support is woven into every launch and campaign.
• Maintain brand voice consistency across all arenaflex properties, ensuring tone, messaging, and community guidelines reflect the company’s values.
• Facilitate alignment meetings with global social teams, third‑party partners, and agency collaborators to secure buy‑in and shared ownership of the support strategy.

Essential Qualifications

• Education: Bachelor’s degree (or equivalent professional experience) in Business, Communications, Marketing, or a related field.
• Leadership Experience: Minimum 2 years of direct people‑management experience, with a demonstrated ability to develop managers and high‑performing individual contributors.
• Social Media Expertise: At least 5 years of hands‑on experience in social media community management, moderation, or support for large‑scale consumer brands.
• Platform Proficiency: Deep familiarity with leading social media management tools such as Sprinklr, Hootsuite, Sprout Social, Salesforce Service Cloud, Qualtrics, and emerging analytics platforms.
• Data‑Driven Mindset: Proven ability to define, track, and act on metrics that improve the consumer experience, such as response time, sentiment, resolution rate, and Net Promoter Score (NPS).
• Resilience & Agility: Comfortable navigating high‑velocity environments, handling multiple priorities, and maintaining composure during crisis situations.

Preferred Qualifications & Skills

• Exceptional written and verbal communication skills, with the ability to craft clear, brand‑aligned messaging for diverse audiences.
• Experience in the technology or entertainment sectors, especially with direct‑to‑consumer streaming services.
• Demonstrated success collaborating with cross‑functional teams, including product, engineering, legal, and public relations.
• Strong sense of ownership—seeing projects through from concept to delivery and measuring impact post‑launch.
• Positive, solution‑focused attitude with a track record of turning challenges into growth opportunities.

Core Competencies for Success

• Strategic Vision: Ability to see the big picture while executing detailed tactical plans.
• Customer‑Centricity: Deep empathy for the viewer journey and a relentless drive to exceed expectations.
• Analytical Acumen: Comfort interpreting data, generating insights, and translating them into actionable improvements.
• Influence & Negotiation: Skillful at gaining consensus across senior leaders and external partners.
• Technology Savvy: Familiarity with AI‑enabled chatbots, automation workflows, and emerging social platforms.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its people. In this role you will:

• Gain exposure to global brand strategy and executive decision‑making.
• Lead high‑visibility projects that directly impact millions of viewers worldwide.
• Access mentorship from senior leaders in product, marketing, and technology.
• Participate in internal training programs, industry conferences, and certifications related to social media, customer experience, and digital transformation.
• Position yourself for future leadership roles such as Director of Global Community Operations or VP of Customer Experience.

Work Environment & Culture at arenaflex

Our culture is built on creativity, inclusivity, and a shared passion for storytelling. At arenaflex you will find:

• A collaborative, hybrid work model that balances remote flexibility with vibrant in‑office hubs.
• Employee resource groups that celebrate diversity and foster belonging.
• Regular “innovation days” where teams experiment with new ideas, tools, and formats.
• Comprehensive wellness programs, including mental‑health resources, fitness subsidies, and flexible time‑off policies.
• Recognition programs that celebrate both individual achievements and team milestones.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary aligned with market benchmarks for senior leadership roles.
• Performance‑based annual bonus and long‑term incentive opportunities.
• Full medical, dental, and vision coverage for you and your dependents.
• Retirement savings plans with company matching contributions.
• Generous paid parental leave, adoption assistance, and family‑friendly policies.
• Access to exclusive entertainment content, early‑release screenings, and brand experiences.
• Continuous learning stipend for courses, certifications, and conferences.

Commitment to Inclusion & Accessibility

arenaflex is an equal opportunity employer. We celebrate the unique perspectives of every employee and actively seek candidates from underrepresented groups, veterans, and individuals with disabilities. If you require a reasonable accommodation to apply for this role, please email [email protected]. We will work with you to ensure a smooth application process.

How to Apply

If you are ready to lead a dynamic social support organization at a world‑class entertainment company, we encourage you to submit your application today. Join arenaflex and help shape the future of viewer experiences across the globe.

Apply Job!