**Experienced Sr. Manager, Social Media Customer Support – Web & Cloud Application Development**

**Join arenaflex, a leading entertainment and media company, in shaping the future of social media customer support. As a Sr. Manager, Social Media Customer Support, you will be at the forefront of developing and implementing innovative strategies to enhance the viewer experience across various social media platforms.** **About arenaflex** arenaflex is a global leader in the entertainment and media industry, known for its iconic brands and commitment to innovation. With a rich history of storytelling and a passion for creating extraordinary experiences, arenaflex continues to push the boundaries of what is possible in the world of entertainment. Our Viewer Experience (VX) team is dedicated to delivering exceptional customer support and experiences across all our brands, including Disney+, STAR+, Hulu, Disney Moves Anywhere, Disney Movie Insiders, and more. **The Role** As a Sr. Manager, Social Media Customer Support, you will be responsible for architecting the integrated strategy and guiding tactical implementation across social media support channels (Twitter, Facebook, AppFollow) for Direct to Consumer (DTC) brands. You will lead a team of leaders and individual contributors, guiding DTC's social media support strategy and implementation across a global footprint. Your expertise will be crucial in 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. **Key Responsibilities** * Develop and operationalize 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. * Lead a team of leaders and individual contributors daily while 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 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 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 **Work Environment & Company Culture** 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. Our team is passionate about delivering exceptional customer experiences and is committed to innovation, creativity, and excellence. As a member of our team, you will have the opportunity to work with talented individuals from diverse backgrounds and industries, collaborate on exciting projects, and contribute to the growth and success of arenaflex. **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. **Disability Accommodation & Equal Employment Opportunity** The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome 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, 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. **How to Apply** If you are a motivated and experienced professional with a passion for social media customer support, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you and exploring how you can contribute to the success of arenaflex. Apply for this job