**Experienced Full Stack Social Media Customer Support Manager – Disney+ and Arenaflex Entertainment Brands**

At Arenaflex, we're on a mission to revolutionize the way we connect with our audience and deliver exceptional experiences across our entertainment brands. As a seasoned leader, you'll play a pivotal role in shaping our social media customer support strategy, driving innovation, and fostering a culture of excellence. If you're passionate about creating extraordinary experiences for customers and employees alike, we want to hear from you!

• *About the Role & Team**

Arenaflex's Viewer Experience (VX) team is seeking an exceptional Sr. Manager, Social Media Customer Support to join our dynamic team. As the Sr. Manager, Social Media Customer Support, you'll 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, 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!). You'll lead a team of leaders and individual contributors, guiding DTC's social media support strategy and implementation across a global footprint.

• *What You Will Do**

• 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.
• Drive implementation of appropriate reporting and analysis while considering the needs of partners.
• Lead a team of leaders and individual contributors daily while 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 is an Equal Employment 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.

• *Arenaflex's Commitment to Diversity and Inclusion**

Arenaflex 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 are committed to equal employment opportunity and welcome applications from diverse candidates.

• *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 offer a dynamic work environment that's passionate about creating extraordinary experiences for our customers and employees. As a member of our team, you'll have the opportunity to:

• Work with a talented team of professionals who are passionate about innovation and excellence
• Develop and operationalize innovative online social programs that drive business outcomes
• Collaborate with senior leaders cross-functionally to build towards a detailed customer experience
• Lead and guide go-to-market launches and product launches in concert with all partners and cross-team collaborators
• 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

• *How to Apply**

If you're a seasoned leader with a passion for creating extraordinary experiences for customers and employees, we want to hear from you! Please submit your application through our website, and join our team of innovators and game-changers at Arenaflex.