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

Introduction to arenaflex arenaflex is a leading innovator in the entertainment industry, dedicated to creating extraordinary experiences for its customers and employees alike. Our Viewer Experience (VX) team is at the forefront of this mission, striving to deliver exceptional support across all social media platforms. As we continue to expand our reach and enhance our services, we are seeking an outstanding Senior Manager, Social Media Customer Support to join our team. This role offers a unique opportunity to architect and implement a comprehensive social media support strategy, guiding a team of leaders and individual contributors to achieve exceptional results. About the Role As the Senior Manager, Social Media Customer Support at arenaflex, you will be responsible for developing and operationalizing the social support strategy and roadmap, setting a team vision, and driving implementation across all brand verticals. Your expertise will be crucial in identifying weaknesses and gaps in current social support paradigms, driving resolutions to improve operational workflows, and enhancing the viewer experience. You will collaborate with senior leaders cross-functionally to build a detailed customer experience, supporting the greater goals of arenaflex's Social Media strategy. 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, guiding arenaflex'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 of arenaflex's Social Media strategy. 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, or Sprinklr. A consistent track record of developing and operationalizing innovative online social programs. High savvy related to Twitter, Facebook, Instagram, and AppFollow. 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 skills and experience 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 arenaflex, 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 training and development opportunities, including: Leadership development programs to enhance your management skills. Training on the latest social media management platforms and tools. Opportunities to collaborate with cross-functional teams and develop a deeper understanding of the entertainment industry. A culture that encourages innovation, creativity, and experimentation. Work Environment and Company Culture arenaflex is a dynamic and inclusive workplace, dedicated to creating a culture that values diversity, equity, and inclusion. Our employees are passionate about delivering exceptional experiences for our customers and are committed to making a positive impact on the world. As a member of our team, you can expect: A collaborative and supportive work environment. A culture that values creativity, innovation, and experimentation. Opportunities to develop your skills and advance your career. A comprehensive range of benefits, including medical, financial, and other perks. Compensation, Perks, and Benefits arenaflex offers a competitive compensation package, including a salary range of $123,000 to $165,000 per year, depending on experience and location. In addition to your base salary, you may be eligible for a bonus and/or long-term incentive units. Our comprehensive benefits package includes: Medical, dental, and vision insurance. 401(k) matching and retirement savings plans. Paid time off and holidays. Access to exclusive employee discounts and perks. Conclusion If you are a motivated and experienced social media professional, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Senior Manager, Social Media Customer Support at arenaflex, you will be part of a dynamic team that is shaping the future of entertainment. Don't miss this chance to join our team and make a lasting impact on the industry. Apply now and take the first step towards an exciting and rewarding career with arenaflex. Apply for this job