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

At arenaflex, we're on a mission to revolutionize the way we interact with our customers through innovative social media strategies. As a seasoned Sr Manager, Social Media Customer Support, you'll be at the forefront of this movement, leading a talented team to deliver exceptional customer experiences across our global footprint. If you're passionate about creating extraordinary experiences for customers and employees alike, we invite you to join our vibrant community and embark on this exciting journey with us.

About the Role & Team

arenaflex's Viewer Experience (VX) team is seeking an experienced Sr. Manager, Social Media Customer Support who will be an outstanding addition to our team. As the Sr. Manager, Social Media Customer Support, you will architect the integrated strategy and guide tactical implementation across social media support channels (Twitter, Facebook, AppFollow) for DTC (Direct to Consumer) including: arenaflex+, STAR+, Hulu, arenaflex Moves Anywhere, arenaflex Movie Insiders, arenaflex Entertainment Brands (ABC, ABC News, arenaflexNOW, Freeform, FXNOW, Nat Geo TV, Nat Geo Magazine and arenaflex Games! Leading the team as the primary point of contact for all needs related to the VX Social team including cross-team collaborators and 3rd party partners. You will serve as the escalation point for your team to unblock issues and lead appropriate business functions under the team's purview. The right person for this role will have passion for the viewer journey (customer support) in the social media arena and be proficient in developing and maturing a team individually and collectively.

What You Will Do

* Develop and operationalize the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, setting, and achieving team goals across all brand verticals.

• Drive implementation of appropriate reporting and analysis while considering the needs of partners.
• 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 poc for executive briefings while guiding social response in concert with Executive, PR, and Legal guidance.

Basic Qualifications & Skills

* BS/BA degree or relevant professional experience

• 2+ years' experience managing a team, ability to encourage and develop team members, leading leaders is a plus
• 5+ years' experience in social media or online community moderation, shown 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 to develop and operationalize 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, 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.

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.

Your Future Starts Here

Don't miss out on this exciting role. We are looking forward to hearing from you. Apply now! apply to this job

About arenaflex

arenaflex is a global leader in the entertainment industry, known for its innovative approach to storytelling and customer experience. Our mission is to create extraordinary experiences for customers and employees alike, and we're committed to fostering a culture of creativity, inclusivity, and growth. Join our vibrant community and be part of a team that's shaping the future of entertainment.

Work Environment & Culture

arenaflex is a remote-friendly company, offering a flexible and dynamic work environment that allows our team members to thrive. Our culture is built on the principles of collaboration, innovation, and customer-centricity, and we're committed to creating a workplace that's inclusive, diverse, and supportive. Join our team and be part of a community that's passionate about creating extraordinary experiences.

Career Growth Opportunities & Learning Benefits

arenaflex is committed to the growth and development of our team members, offering a range of opportunities for career advancement and professional growth. Our learning and development programs are designed to help you build new skills, expand your knowledge, and achieve your career goals. Join our team and be part of a community that's dedicated to helping you succeed.

Conclusion

If you're passionate about creating extraordinary experiences for customers and employees alike, we invite you to join our vibrant community and embark on this exciting journey with us. As a seasoned Sr Manager, Social Media Customer Support, you'll be at the forefront of our social media strategy, leading a talented team to deliver exceptional customer experiences across our global footprint. Join arenaflex today and be part of a team that's shaping the future of entertainment. Apply for this job