Experienced Sr. Manager, Social Media Customer Support – Disney & Entertainment Brands

Are you a seasoned leader with a passion for crafting extraordinary experiences for customers and employees alike? Do you thrive in fast-paced environments where creativity meets innovation? If so, we invite you to join the esteemed team at blithequark as an Experienced Sr. Manager, Social Media Customer Support. This pivotal role will see you leading the charge in developing and operationalizing the integrated social media support strategy for blithequark's Direct-to-Consumer (DTC) brands, including Disney+, STAR+, Hulu, Disney Moves Anywhere, Disney Movie Insiders, and Disney Entertainment Brands.

About the Role & Team

At blithequark, we're committed to delivering unparalleled viewer experiences through our innovative approach to social media customer support. As a key member of our Viewer Experience (VX) team, you'll be instrumental in shaping the future of social media support for our DTC brands. With a strong focus on customer-centricity, you'll work closely with cross-functional teams to develop and implement scalable processes, drive business outcomes, and create engaging experiences for our global audience.

What You Will Do

As the Sr. Manager, Social Media Customer Support, you'll 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 while 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 point of contact for executive briefings while guiding social response in concert with Executive, PR, and Legal guidance.

Basic Qualifications & Skills

To succeed in this role, you'll 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

At blithequark, we're committed to creating an inclusive and accessible work environment. 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

blithequark 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. We foster 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 the blithequark Team

If you're a motivated and innovative leader with a passion for social media customer support, we invite you to join our esteemed team at blithequark. Apply now to become an Experienced Sr. Manager, Social Media Customer Support and be part of shaping the future of social media support for our DTC brands. Apply for this job