**Experienced Senior Manager, Social Media Customer Support – Disney & Entertainment Brands**

Are you a seasoned leader with a passion for creating extraordinary experiences for customers and employees through social media? Do you have a deep appreciation for the power of social communities and a proven track record of driving business outcomes through online activity? If so, we invite you to join the esteemed team at blithequark as our Senior Manager, Social Media Customer Support. In this pivotal role, you will have the opportunity to shape the integrated strategy and guide tactical implementation across social media support channels for our Direct to Consumer (DTC) brands, including Disney+, STAR+, Hulu, Disney Moves Anywhere, Disney Movie Insiders, and Disney Entertainment Brands. **About blithequark & Our Team** blithequark is a global leader in the entertainment industry, renowned for its commitment to innovation, creativity, and customer satisfaction. Our Viewer Experience (VX) team is dedicated to delivering exceptional experiences for our customers across all touchpoints, including social media. As a Senior Manager, Social Media Customer Support, you will be an integral part of this team, working closely with cross-functional collaborators and 3rd party partners to drive business outcomes through online activity. **Key Responsibilities** As the Senior 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. * Leading a team of leaders and individual contributors daily, 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 essential, the following qualifications would be highly desirable: * 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. **Join Our Team at blithequark** If you are a motivated and experienced leader with a passion for creating extraordinary experiences for customers and employees through social media, we invite you to apply for the Senior Manager, Social Media Customer Support role at blithequark. As a member of our team, you will have the opportunity to shape the future of our social media support strategy and drive business outcomes through online activity. Apply now and join the esteemed team at blithequark! Apply for this job