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

Introduction to arenaflex

arenaflex is a leading entertainment and media company that is committed to providing exceptional viewer experiences across all its brands and platforms. Our Viewer Experience (VX) team is dedicated to ensuring that our customers have a seamless and enjoyable experience when interacting with our brands, including arenaflex+, STAR+, Hulu, and more. We are now seeking an experienced Senior Manager, Social Media Customer Support to join our team and lead the development and implementation of our social media support strategy across all our brands.

About the Role

As the Senior Manager, Social Media Customer Support at arenaflex, you will be responsible for architecting the integrated strategy and guiding tactical implementation across social media support channels, including Twitter, Facebook, and AppFollow. You will lead a team of leaders and individual contributors, providing guidance and support to ensure that our social media support strategy is aligned with our business goals and objectives. Your primary focus will be on developing and operationalizing the social support strategy and roadmap, setting a team vision, developing critical metrics, designing scalable processes, 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 achieving team goals across all brand verticals
• Lead a team of leaders and individual contributors, providing guidance and support to ensure that our social media support strategy is aligned with our business goals and objectives
• 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 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 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 to have a strong background in social media and online community moderation, with a proven track record of driving business outcomes through online activity. You will need to have:

• A BS/BA degree or relevant professional experience
• 2+ years of experience managing a team, with the ability to encourage and develop team members
• 5+ years of experience in social media or online community moderation, with a shown 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

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

• 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 are committed to providing our employees with opportunities for growth and development. As a Senior Manager, Social Media Customer Support, you will have the opportunity to work with a talented team of professionals, develop your skills and expertise, and contribute to the success of our company. You will also have access to a range of training and development programs, including leadership development, social media marketing, and customer experience management.

Work Environment and Company Culture

arenaflex 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 exceeding customer expectations. We are committed to creating a positive and inclusive work culture, where all employees feel valued, respected, and empowered to contribute their best work.

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. We also offer a range of perks and benefits, including medical, financial, and other benefits, as well as opportunities for career growth and development.

Conclusion

If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for the Senior Manager, Social Media Customer Support position at arenaflex. This is a unique opportunity to join a talented team of professionals, develop your skills and expertise, and contribute to the success of our company. Apply now to take the first step towards an exciting and rewarding career at arenaflex.