**Experienced Sr. Manager, Social Media Customer Support – Disney Fan Experience**

At arenaflex, we're on a mission to revolutionize the way we connect with our audience and deliver exceptional experiences that leave a lasting impact. As a key member of our Viewer Experience (VX) team, the Sr. Manager, Social Media Customer Support will play a pivotal role in shaping the future of our social media support strategy and driving business outcomes through innovative online programs. **About arenaflex** arenaflex is a global leader in the entertainment industry, with a rich history of creating unforgettable experiences for our audiences. Our commitment to innovation, creativity, and customer satisfaction has earned us a reputation as a trusted brand, and we're excited to bring on a talented individual to join our team. **The Role** As the Sr. Manager, Social Media Customer Support, you will be responsible for developing and operationalizing the integrated strategy for social media support channels, including Twitter, Facebook, AppFollow, and more. You will lead a team of leaders and individual contributors, guiding the implementation of social media support strategy across all brand verticals, including Disney+, STAR+, Hulu, Disney Moves Anywhere, Disney Movie Insiders, and Disney Entertainment Brands. **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, 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, 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 **Career Growth Opportunities & Learning Benefits** At arenaflex, we believe in investing in our employees' growth and development. As a Sr. Manager, Social Media Customer Support, you will have access to: * Opportunities for professional growth and advancement within the company * Training and development programs to enhance your skills and knowledge * Collaborative and dynamic work environment with a team of passionate professionals * Recognition and rewards for outstanding performance and contributions **Work Environment & Company Culture** arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. We believe in fostering a culture that encourages creativity, innovation, and collaboration. As a member of our team, you can expect: * A dynamic and fast-paced work environment with a focus on innovation and creativity * Opportunities to work with a talented team of professionals from diverse backgrounds and industries * Access to state-of-the-art technology and resources to support your work * A commitment to work-life balance and employee well-being **Compensation, Perks, & Benefits** arenaflex offers a competitive compensation package, including: * Base salary: $123,000.00 to $165,000.00 per year (dependent on location, experience, and qualifications) * Bonus and/or long-term incentive units may be provided as part of the compensation package * Full range of medical, financial, and/or other benefits, dependent on the level and position offered **How to Apply** If you're a motivated and experienced professional with a passion for social media and customer support, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume, cover letter, and any relevant work samples or portfolios. **Equal Employment Opportunity** 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, 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. **Join our team and be part of the arenaflex journey!** Apply for this job