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, pushing boundaries and redefining the viewer experience through its innovative approach to social media customer support. As a leader in the field, blithequark recognizes the importance of creating extraordinary experiences for both customers and employees. With a deep appreciation for the power of social communities, blithequark is committed to developing and maturing its teams to drive business outcomes through online activity. If you are passionate about the viewer journey and have a proven track record of developing innovative online social programs, then this role is an excellent opportunity for you to join a dynamic team and make a lasting impact.

About the Role and Team

blithequark's Viewer Experience (VX) team is seeking an experienced Senior Manager, Social Media Customer Support to architect the integrated strategy and guide tactical implementation across social media support channels. As the Senior Manager, you will lead 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. With a focus on developing and maturing a team individually and collectively, you will have the opportunity to make a significant impact on the viewer experience and drive business outcomes through online activity.

Key Responsibilities

• 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.
• Lead a team of leaders and individual contributors daily while guiding blithequark'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 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 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 while guiding social response in concert with Executive, PR, and Legal guidance.

Essential Qualifications and Skills

To be successful in this role, you will need to have a BS/BA degree or relevant professional experience, as well as 2+ years of experience managing a team and encouraging and developing team members. A minimum of 5+ years of experience in social media or online community moderation is required, with a proven ability to drive business outcomes through online activity. You should also have 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 is essential, as well as a high level of savvy related to Twitter, Facebook, Instagram, and AppFollow.

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 blithequark, we are committed to the growth and development of our employees. As a Senior Manager, Social Media Customer Support, you will have the opportunity to develop your skills and expertise in a dynamic and supportive environment. With access to training and development programs, you will be able to enhance your knowledge and stay up-to-date with the latest trends and technologies in the industry. Additionally, you will have the opportunity to work with a talented team of professionals who are passionate about creating extraordinary experiences for customers and employees.

Work Environment and Company Culture

blithequark fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories, and be relevant in a rapidly changing world. We believe in creating a work environment that is inclusive, supportive, and empowering, where employees can thrive and reach their full potential. With a focus on collaboration, creativity, and innovation, we are committed to making blithequark a great place to work.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package, including a salary range of $123,000.00 to $165,000.00 per year, depending on experience and location. Additionally, we offer a range of perks and benefits, including medical, financial, and other benefits, as well as opportunities for career growth and development. We believe in recognizing and rewarding our employees for their hard work and contributions to the company, and we are committed to creating a positive and supportive work environment.

Conclusion

If you are a motivated and experienced professional with a passion for social media customer support, then this role is an excellent opportunity for you to join a dynamic team and make a lasting impact. With a focus on developing and maturing teams, driving business outcomes through online activity, and creating extraordinary experiences for customers and employees, blithequark is the perfect place to grow your career and achieve your goals. We encourage you to apply for this exciting opportunity and join our team of talented professionals who are shaping the future of the entertainment industry.