**Experienced Sr. Manager, Social Media Customer Support – Disney+ and Arenaflex Entertainment Brands**

Are you a seasoned leader with a passion for delivering exceptional customer experiences through social media? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join Arenaflex's Viewer Experience (VX) team as our Sr. Manager, Social Media Customer Support. In this pivotal role, you will be responsible for architecting and implementing a comprehensive social media support strategy across Arenaflex's Direct-to-Consumer (DTC) brands, including Disney+, STAR+, Hulu, Disney Moves Anywhere, Disney Movie Insiders, and Disney Entertainment Brands. **About Arenaflex** Arenaflex is a global leader in the entertainment industry, renowned for its innovative storytelling, captivating characters, and immersive experiences. With a rich history spanning over nine decades, Arenaflex has built a legacy of creativity, imagination, and excellence. Our commitment to delivering exceptional customer experiences is at the heart of everything we do, and we're seeking a talented Sr. Manager, Social Media Customer Support to join our team and help shape the future of social media support. **What You Will Do** As our Sr. Manager, Social Media Customer Support, you will be responsible for developing and operationalizing a comprehensive social support strategy and roadmap, including: * Setting a team vision and developing critical metrics to measure success * Designing scalable processes and setting team goals across all brand verticals * Driving implementation of appropriate reporting and analysis to inform business decisions * Collaborating with senior leaders cross-functionally to build a detailed customer experience strategy * Working with collaborators to ensure alignment and approval of strategy and content for global social teams * Leading and guiding go-to-market launches and product launches in concert with all partners and cross-team collaborators * Supporting incident management needs during high-impact scenarios and serving as the primary point of contact for executive briefings **Key Responsibilities** * Develop and operationalize the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, and setting 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 a detailed customer experience strategy while supporting the greater goals as they pertain to Social Media strategy for all Arenaflex 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 primary point of contact for executive briefings while guiding social response in concert with Executive, PR, and Legal guidance **Essential Qualifications & Skills** * 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 * Consistent track record of developing and operationalizing innovative online social programs * High savvy related to Twitter, Facebook, Instagram, AppFollow, a plus * 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** * 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** Arenaflex 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. **Equal Employment Opportunity** Arenaflex is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. Arenaflex fosters 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. **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 Arenaflex Today!** If you're a motivated and experienced leader with a passion for delivering exceptional customer experiences through social media, we invite you to apply for the Sr. Manager, Social Media Customer Support role at Arenaflex. Please submit your application through our website, and we look forward to reviewing your qualifications and discussing this exciting opportunity with you further. Apply Job! Apply for this job