**Experienced Sr. Manager, Social Media Customer Support – Disney+ and Arenaflex Entertainment Brands**

Are you a seasoned leader with a passion for creating extraordinary experiences for customers and employees in the social media arena? Do you have a deep appreciation for the power of social communities and a proven track record of driving business outcomes through online activity? If so, we invite you to join our Arenaflex team as an Experienced Sr. Manager, Social Media Customer Support. **About Arenaflex** Arenaflex is a global leader in the entertainment industry, with a rich history of creating magical experiences for audiences around the world. Our Viewer Experience (VX) team is dedicated to delivering exceptional customer support across all of our entertainment brands, including Disney+, STAR+, Hulu, Disney Moves Anywhere, Disney Movie Insiders, and Disney Entertainment Brands (ABC, ABC News, DisneyNOW, Freeform, FXNOW, Nat Geo TV, Nat Geo Magazine, and Disney Games!). As a key member of our team, you will play a critical role in shaping the future of social media customer support and driving business growth through innovative online programs. **About the Role** As the Sr. Manager, Social Media Customer Support, you will be responsible for architecting the integrated strategy and guiding tactical implementation across social media support channels (Twitter, Facebook, AppFollow) for our Direct to Consumer (DTC) brands. You will lead a team of leaders and individual contributors, guiding DTC's social media support strategy and implementation across a global footprint. Your expertise will be essential in developing and operationalizing 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. **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 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 **Disability Accommodation for Employment Applications** Arenaflex and its Affiliated Companies are Equal Employment Opportunity employers and welcome 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, email Candidate.Accommodations@arenaflex.com 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. **Compensation and Benefits** The hiring range for this position in CA is $123,000.00 to $165,000.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered. **Why Join Arenaflex?** At Arenaflex, we foster 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 are committed to creating a workplace where everyone feels valued, respected, and empowered to contribute their best work. If you are passionate about creating extraordinary experiences for customers and employees, and you have a deep appreciation for the power of social communities, we invite you to join our team as an Experienced Sr. Manager, Social Media Customer Support. **Apply Now!** If you are ready to take your career to the next level and join a dynamic team of innovators and creatives, apply now for the Experienced Sr. Manager, Social Media Customer Support position at Arenaflex. Apply for this job