Experienced Senior Manager, Social Media Customer Support – Leading Cross-Functional Teams and Developing Innovative Online Social Programs for Enhanced Viewer Experience

Introduction to blithequark and the Industry blithequark is at the forefront of the entertainment industry, pushing boundaries and redefining the viewer experience through its innovative approach to social media customer support. As a leader in the field, blithequark recognizes the importance of creating extraordinary experiences for both customers and employees. With a deep appreciation for the power of social communities, blithequark is committed to developing and maturing its social media support strategy to drive business outcomes and improve the overall viewer journey. About the Role and Team blithequark's Viewer Experience (VX) team is seeking an exceptional Senior Manager, Social Media Customer Support to join its ranks. As a key member of the team, you will be responsible for architecting the integrated strategy and guiding tactical implementation across social media support channels for Direct to Consumer (DTC) brands, including Disney+, STAR+, Hulu, and more. You will serve as the primary point of contact for all needs related to the VX Social team, including cross-team collaborators and 3rd party partners, and will be the escalation point for your team to unblock issues and lead business functions under the team's purview. Key Responsibilities Develop and operationalize the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, and achieving team goals across all brand verticals. Lead a team of leaders and individual contributors daily, guiding DTC's social media support strategy and implementation across a global footprint. Proactively identify weaknesses and gaps in current social support paradigms and drive resolutions to improve operational workflows and the viewer experience. Collaborate with senior leaders cross-functionally to build towards a detailed customer experience, supporting the greater goals as they pertain to Social Media strategy for all blithequark brands. Work with collaborators to ensure alignment and approval of strategy and content for global social teams, ensuring each brand is being messaged with the appropriate tone and voice. Lead and guide go-to-market launches and product launches in concert with all partners and cross-team collaborators, ensuring social presence is appropriately represented and supported. Support incident management needs during high-impact scenarios, serving as the point of contact for executive briefings and guiding social response in concert with Executive, PR, and Legal guidance. Essential Qualifications and Skills To be successful in this role, you will need: A BS/BA degree or relevant professional experience. 2+ years of experience managing a team, with the ability to encourage and develop team members; leading leaders is a plus. 5+ years of 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, such as Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, and Sprinklr. A consistent track record of developing and operationalizing innovative online social programs. High savvy related to Twitter, Facebook, Instagram, and AppFollow. A proven understanding of which metrics and tools help improve the consumer experience through social channels. Exhibit a high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance. Preferred Qualifications In addition to the essential qualifications, the following are preferred: 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. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Senior Manager, Social Media Customer Support, you will have access to a range of career growth opportunities, including: Leadership development programs to help you grow as a leader and manager. Training and development opportunities to enhance your skills and knowledge in social media and customer support. Cross-functional collaboration and exposure to different areas of the business. Opportunities to work on high-impact projects and initiatives that drive business outcomes. Work Environment and Company Culture blithequark is a dynamic and innovative company that values creativity, collaboration, and diversity. Our work environment is fast-paced and exciting, with a focus on delivering exceptional results and creating extraordinary experiences for our customers and employees. We offer a range of perks and benefits, including: A competitive salary and bonus structure. A comprehensive benefits package, including medical, financial, and other benefits. A dynamic and supportive work environment that encourages collaboration and creativity. Opportunities for career growth and development. Compensation, Perks, and Benefits The hiring range for this position is $123,000.00 to $165,000.00 per year, depending on experience and location. In addition to a competitive salary, we offer a range of perks and benefits, including a bonus and/or long-term incentive units, as well as a comprehensive benefits package. Conclusion If you are a motivated and experienced professional with a passion for social media and customer support, we encourage you to apply for this exciting opportunity. As a Senior Manager, Social Media Customer Support at blithequark, you will have the chance to make a real impact on the viewer experience and drive business outcomes through innovative online social programs. Don't miss out on this opportunity to join a dynamic and innovative company that values creativity, collaboration, and diversity. Apply now to take the first step in your journey with blithequark! Apply for this job