Sr Manager, Social Media Customer Support Strategy and Global Operations – Streaming, Entertainment, and Digital Brand Experience

About arenaflex: Shaping the Future of Viewer Experience

arenaflex stands at the forefront of the global entertainment and direct-to-consumer revolution, delivering world-class streaming and digital experiences to millions of viewers across the globe. Our Viewer Experience (VX) division is the heartbeat of customer connection, ensuring that every interaction across social platforms reflects our commitment to magic, innovation, and storytelling excellence. From flagship streaming services to beloved entertainment brands, arenaflex unites iconic content with cutting-edge technology, creating moments that matter for audiences everywhere.

We are seeking a visionary Sr. Manager, Social Media Customer Support to architect, lead, and elevate our global social support ecosystem. This is a career-defining opportunity for a strategic leader who thrives at the intersection of customer experience, social media innovation, and operational excellence. If you possess a deep passion for building high-performing teams, a genuine appreciation for the power of online communities, and the drive to create extraordinary experiences for both customers and employees, we want to hear from you.

The Role: A Senior Leadership Opportunity in Social Media Customer Support

As the Sr. Manager, Social Media Customer Support at arenaflex, you will own the integrated strategy and tactical execution across all social media support channels, including Twitter, Facebook, Instagram, and industry-leading platforms such as AppFollow. Your portfolio will span a diverse range of direct-to-consumer brands, including flagship streaming services, entertainment networks, and digital experiences. You will serve as the primary point of contact for the VX Social team, collaborating with cross-functional partners and third-party vendors to deliver seamless, compassionate, and brand-aligned support at scale.

This role demands a rare blend of strategic thinking, operational rigor, and inspirational leadership. You will guide a team of leaders and individual contributors, develop and operationalize the social support roadmap, and serve as the escalation point for resolving complex issues. Your work will directly impact how millions of viewers experience arenaflex brands across the globe.

Key Responsibilities: Driving Excellence Across Social Support Channels

Strategic Leadership and Vision

• Develop and operationalize the comprehensive social support strategy and roadmap, including setting a compelling team vision, defining critical success metrics, and designing scalable processes that align with business objectives across all brand verticals.
• Drive implementation of sophisticated reporting and analytics frameworks, ensuring data-driven insights inform continuous improvement and partner needs are consistently met.
• Set, communicate, and achieve ambitious team goals that elevate the viewer experience and reinforce arenaflex's position as an industry leader in social customer support.

Team Leadership and Development

• Lead, mentor, and inspire a team of leaders and individual contributors, fostering a culture of accountability, innovation, and professional growth.
• Develop team members individually and collectively, with a focus on building leadership capabilities, enhancing technical proficiency, and cultivating career advancement pathways.
• Serve as the primary escalation point, unblocking issues and guiding business functions under the team's purview with confidence and clarity.

Operational Excellence and Continuous Improvement

• Proactively identify weaknesses and gaps in current social support paradigms, driving resolutions that improve operational workflows, enhance efficiency, and elevate the viewer experience.
• Collaborate with senior leaders cross-functionally to build toward a detailed, customer-centric experience that supports broader organizational goals related to social media strategy across all arenaflex brands.
• Work closely with partners to ensure alignment and approval of strategy, content, and tone of voice for global social teams, ensuring each brand is represented authentically and consistently.

Go-to-Market and Incident Management

• Lead and guide go-to-market launches and product launches in concert with cross-team collaborators, ensuring social presence is appropriately represented, supported, and celebrated.
• Support incident management needs during high-impact scenarios, serving as the point of contact for executive briefings while guiding social response in alignment with Executive, PR, and Legal guidance.

Cross-Functional Collaboration

• Partner with global teams to ensure social support strategies are culturally relevant, linguistically appropriate, and operationally effective across diverse markets.
• Build and maintain strong relationships with third-party vendors, technology partners, and internal collaborators to optimize tooling, processes, and outcomes.

Essential Qualifications and Core Competencies

Basic Qualifications

• Bachelor's degree (BS/BA) or equivalent relevant professional experience.
• Minimum of 2+ years of experience managing a team, with demonstrated ability to encourage, develop, and inspire team members; experience leading leaders is strongly preferred.
• 5+ years of experience in social media, online community moderation, or related fields, with a proven track record of driving business outcomes through online activity.
• Hands-on experience with social media management platforms such as Salesforce (Service Cloud), Sprout Social, Hootsuite, ListenFirst, Qualtrics, or Sprinklr.
• Consistent track record of developing and operationalizing innovative online social programs that deliver measurable results.
• High digital savvy related to Twitter, Facebook, Instagram, and AppFollow; experience with additional platforms is a plus.
• Proven understanding of which metrics, tools, and analytics frameworks help improve the consumer experience through social channels.
• Exhibit a high tolerance for context switching and interruptions while remaining productive, focused, and able to provide effective guidance under pressure.

Preferred Qualifications and Attributes

• Excellent written and verbal communication skills, with the ability to craft compelling narratives, de-escalate sensitive situations, and represent the brand with professionalism and empathy.
• Experience in technology, entertainment, and segmenting consumer audiences, with a deep understanding of how different demographics engage with social platforms.
• Ability to collaborate effectively with cross-functional teams, including Marketing, PR, Legal, Product, and Executive leadership.
• Value accountability and take ownership of projects from start to finish, demonstrating a commitment to delivering exceptional outcomes.
• Approach challenges head-on with a positive, engaged, and solution-oriented mindset.

Skills and Competencies for Success

To thrive in this role, you will bring a sophisticated blend of analytical, interpersonal, and strategic capabilities. You will be an exceptional communicator, capable of translating complex data into actionable insights and compelling narratives for executive audiences. Your emotional intelligence will enable you to navigate high-pressure situations with grace, while your operational acumen will drive continuous improvement across the social support ecosystem. You will possess a growth mindset, a passion for emerging technologies and platforms, and an unwavering commitment to delivering magical viewer experiences.

Career Growth and Learning Opportunities at arenaflex

At arenaflex, we believe that investing in our people is the foundation of our success. As the Sr. Manager, Social Media Customer Support, you will have access to unparalleled opportunities for professional development, including leadership training, industry conferences, cross-functional project assignments, and mentorship from senior executives. You will be empowered to experiment with emerging technologies, pilot innovative social support models, and shape the future of viewer experience on a global scale. Whether your aspirations lie in expanding your leadership footprint, deepening your expertise in customer experience strategy, or transitioning into related disciplines, arenaflex provides the resources, support, and culture to help you achieve your goals.

Work Environment and Company Culture

arenaflex is committed to fostering an inclusive, collaborative, and dynamic work environment where every team member feels valued, empowered, and inspired. Our culture is built on the principles of creativity, integrity, and excellence, and we celebrate the unique perspectives and contributions of individuals from all backgrounds. We offer flexible work arrangements, including remote and hybrid options, to support work-life balance and enable our team members to do their best work from wherever they thrive. Our commitment to diversity, equity, and inclusion is not just a statement—it is a foundational pillar of who we are and how we operate.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive and competitive compensation package designed to attract and retain top talent. For this position, the hiring range in California is $123,000.00 to $165,000.00 per year, with the base pay taking into account internal equity, geographic location, job-related knowledge, skills, and experience. A performance-based bonus and/or long-term incentive units may be provided as part of the compensation package. Our full benefits offering includes medical, dental, and vision insurance; retirement savings plans; paid time off; parental leave; employee assistance programs; and access to exclusive arenaflex perks, including theme park admissions, streaming subscriptions, and discounts on merchandise and experiences. We are committed to supporting your total well-being—professionally, personally, and financially.

Equal Opportunity and Accessibility

arenaflex is an equal opportunity employer and welcomes applications from individuals of all backgrounds, including those with disabilities and veterans. We are committed to providing reasonable accommodations to enable individuals with disabilities to participate in the application and interview process. If you require an accommodation, please contact our Candidate Accommodations team. We foster a business culture where ideas and decisions from all people help us grow, innovate, create the best experiences, and remain relevant in a rapidly changing world.

Join Us: Shape the Future of Viewer Experience

If you are a strategic leader with a passion for social media, a commitment to operational excellence, and a desire to make a meaningful impact on millions of viewers worldwide, we invite you to join arenaflex. This is more than a job—it is an opportunity to architect the future of social media customer support for some of the most beloved brands in the world. Bring your vision, your expertise, and your passion to arenaflex, and help us create extraordinary experiences that delight customers, inspire employees, and redefine what is possible in the entertainment industry. Apply today and become part of the magic.