Introduction to arenaflex and the Role
arenaflex is at the forefront of delivering exceptional viewer experiences through its innovative Direct-to-Consumer (DTC) services, including arenaflex+, STAR+, Hulu, and a suite of entertainment brands. Our Viewer Experience (VX) team is dedicated to ensuring that every interaction with our brands is nothing short of magical. We are now seeking an outstanding Senior Manager, Social Media Customer Support to join our team. As a key member of the VX team, you will be responsible for architecting and implementing the integrated social media support strategy across multiple platforms, including Twitter, Facebook, and AppFollow, for all our DTC brands.
About the Team and Role Responsibilities
As the Senior Manager, Social Media Customer Support, you will lead the team as the primary point of contact for all social media support needs, collaborating closely with cross-team members and third-party partners. Your expertise will be crucial in developing and maturing the team, both individually and collectively, to deliver exceptional customer support through social media channels. You will serve as the escalation point for unblocking issues and lead business functions under the team's purview, ensuring seamless operations and continuous improvement in the viewer experience.
Key Responsibilities:
- Develop and operationalize the social support strategy and roadmap, setting a team vision, critical metrics, scalable processes, and achieving team goals across all brand verticals.
- Lead a team of leaders and individual contributors, guiding the 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, 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 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 point of contact for executive briefings and guiding social response in concert with Executive, PR, and Legal guidance.
Essential Qualifications and Skills
To excel in this role, you will need:
- A BS/BA degree or relevant professional experience.
- 2+ years of experience managing a team, with the ability to encourage and develop team members; experience leading leaders is a plus.
- 5+ years of 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, such as Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, and Sprinklr.
- A consistent track record of developing and operationalizing innovative online social programs.
- High savvy related to Twitter, Facebook, Instagram, and AppFollow.
- 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.
Career Growth Opportunities and Learning Benefits
At arenaflex, we believe in fostering a culture of growth and development. As a Senior Manager, Social Media Customer Support, you will have the opportunity to:
- Develop and lead high-performing teams.
- Drive strategic initiatives that impact the viewer experience across multiple brands.
- Collaborate with cross-functional teams to achieve business objectives.
- Stay at the forefront of social media trends and technologies.
- Participate in training and development programs to enhance your skills and knowledge.
Work Environment and Company Culture
arenaflex is committed to creating an inclusive and diverse work environment that reflects the communities we serve. Our company culture values:
- Collaboration and teamwork.
- Innovation and creativity.
- Accountability and ownership.
- Diversity, equity, and inclusion.
- Continuous learning and development.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including a salary range of $123,000 to $165,000 per year, depending on experience and location. Additionally, you may be eligible for a bonus and/or long-term incentive units, as well as a comprehensive benefits package, including medical, financial, and other benefits.
Conclusion
If you are a motivated and experienced professional with a passion for delivering exceptional customer experiences through social media, we encourage you to apply for the Senior Manager, Social Media Customer Support role at arenaflex. Join our team and be part of a dynamic and innovative environment that values creativity, collaboration, and growth. Apply now and take the first step towards an exciting and rewarding career with arenaflex!
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