**Experienced Full Stack Social Media Customer Support Manager – Web & Cloud Application Development**

Are you a seasoned professional with a passion for creating extraordinary experiences for customers and employees in the social media arena? Do you have a deep appreciation for the power of social communities and a proven track record of developing and maturing teams individually and collectively? If so, we invite you to join blithequark's Viewer Experience (VX) team as a Sr. Manager, Social Media Customer Support. **About blithequark's Viewer Experience (VX) Team** At blithequark, we're dedicated to delivering exceptional viewer experiences across our Direct to Consumer (DTC) brands, including Disney+, STAR+, Hulu, Disney Moves Anywhere, Disney Movie Insiders, and Disney Entertainment Brands (ABC, ABC News, DisneyNOW, Freeform, FXNOW, Nat Geo TV, Nat Geo Magazine, and Disney Games!). Our VX team is at the forefront of this mission, and we're seeking a talented Sr. Manager, Social Media Customer Support to lead our social media support strategy and implementation across a global footprint. **What You Will Do** As a Sr. Manager, Social Media Customer Support, you will be responsible for developing and operationalizing the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, and setting and achieving team goals across all brand verticals. You will drive the implementation of appropriate reporting and analysis while considering the needs of partners. Some of your key responsibilities will include: * Leading a team of leaders and individual contributors daily while guiding DTC's social media support strategy and implementation across a global footprint * Proactively identifying weaknesses and gaps in current social support paradigms and driving resolutions to improve operational workflows and the viewer experience * Collaborating with senior leaders cross-functionally to build towards a detailed customer experience while supporting the greater goals as they pertain to Social Media strategy for all blithequark brands * Working with collaborators to ensure alignment and approval of strategy and content for global social teams, ensuring each brand is being messaged with appropriate tone and voice * Leading and guiding go-to-market launches and product launches in concert with all partners and cross-team collaborators, ensuring social presence is appropriately represented and supported * Supporting incident management needs during high-impact scenarios, serving as the primary point of contact for executive briefings while guiding social response in concert with Executive, PR, and Legal guidance **Essential Qualifications & Skills** To be successful in this role, you will need: * A BS/BA degree or relevant professional experience * 2+ years' experience managing a team, with the ability to encourage and develop team members, leading leaders is a plus * 5+ years' 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, e.g., Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, Sprinklr * A consistent track record of developing and operationalizing innovative online social programs * High savvy related to Twitter, Facebook, Instagram, AppFollow a plus * A proven understanding of which metrics and tools help improve the consumer experience through social channels * A high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance **Preferred Qualifications** While not required, the following qualifications would be beneficial: * 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 **Disability Accommodation for Employment Applications** blithequark is an equal opportunity employer and welcomes all job seekers, including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, please email [email protected] with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability. **Compensation & Benefits** The hiring range for this position in CA is $123,000.00 to $165,000.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered. **Why Join blithequark?** At blithequark, we foster a business culture where ideas and decisions from all people help us grow, innovate, create the best stories, and be relevant in a rapidly changing world. We're committed to delivering exceptional viewer experiences and creating a workplace where our employees feel valued, supported, and empowered to succeed. If you're a motivated and experienced professional with a passion for social media customer support, we invite you to join our team and help us shape the future of entertainment and media. Apply now to become a part of blithequark's Viewer Experience (VX) team! Apply for this job