Experienced Senior Manager, Social Media Customer Support – Leading Cross-Functional Teams and Developing Innovative Online Social Programs for Enhanced Viewer Experience

Introduction to blithequark and the Industry

blithequark is at the forefront of the entertainment industry, revolutionizing the way we consume media and interact with our favorite brands. As a leader in the Direct-to-Consumer (DTC) space, blithequark is committed to delivering exceptional viewer experiences across its portfolio of brands, including Disney+, STAR+, Hulu, and more. The Viewer Experience (VX) team plays a critical role in achieving this mission, and we are now seeking an experienced Senior Manager, Social Media Customer Support to join our team.

About the Role and Team

The Senior Manager, Social Media Customer Support will be an outstanding addition to the VX team, responsible for architecting the integrated strategy and guiding tactical implementation across social media support channels for DTC. This includes Twitter, Facebook, AppFollow, and other platforms. As the primary point of contact for all needs related to the VX Social team, you will lead the team, collaborate with cross-functional teams, and drive business outcomes through online activity. If you have a passion for the viewer journey and creating extraordinary experiences for customers and employees, then this is an excellent role for you.

Key Responsibilities

• Develop and operationalize the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, and achieving team goals across all brand verticals.
• Lead a team of leaders and individual contributors, 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, supporting the greater goals as they pertain to Social Media strategy for all blithequark brands.
• Work with collaborators to ensure alignment and approval of strategy and content for global social teams, ensuring each brand is being 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 be successful 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. 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, AppFollow, and other social media platforms.
• A 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

In addition to the essential qualifications, we are looking for candidates with:

• 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 blithequark, we are committed to the growth and development of our employees. As a Senior Manager, Social Media Customer Support, you will have access to a range of training and development opportunities, including:

• Leadership development programs.
• Industry conferences and workshops.
• Online courses and certifications.
• Mentorship and coaching from experienced leaders.

Work Environment and Company Culture

blithequark is a dynamic and innovative company that values creativity, collaboration, and diversity. Our work environment is fast-paced and exciting, with a focus on delivering exceptional results and creating extraordinary experiences for our customers. We offer a range of perks and benefits, including:

• Flexible working hours and remote work options.
• Comprehensive health and wellness programs.
• Generous paid time off and holiday policies.
• Access to exclusive events and experiences.

Compensation, Perks, and Benefits

The hiring range for this position is $123,000.00 to $165,000.00 per year, depending on experience and location. In addition to a competitive salary, we offer a range of perks and benefits, including:

• Bonus and long-term incentive units.
• Comprehensive medical, financial, and other benefits.
• 401(k) matching and retirement savings plans.
• Employee discounts and exclusive offers.

Conclusion

If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for the Senior Manager, Social Media Customer Support role at blithequark. This is an exciting opportunity to join a dynamic and innovative company and contribute to the delivery of exceptional viewer experiences. With a focus on career growth, learning, and development, we offer a range of opportunities for you to grow and succeed in your career. Apply now to join our team and be a part of the blithequark story.