Experienced Senior Manager, Social Media Customer Support – Integrated Strategy & Team Leadership for Direct-to-Consumer Brands at blithequark
**Rewritten Job Description:**
About blithequark and the Role
At blithequark, we're passionate about creating extraordinary experiences for our customers and employees alike. Our Viewer Experience (VX) team is seeking an experienced Senior Manager, Social Media Customer Support who will be an outstanding addition to our team. As the Senior Manager, Social Media Customer Support, you will architect the integrated strategy and guide tactical implementation across social media support channels (Twitter, Facebook, AppFollow) for 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!). This role is an excellent opportunity for someone with a deep appreciation of the power of social communities and a passion for creating exceptional experiences for customers and employees.
What You Will Do
As the Senior Manager, Social Media Customer Support, you will be responsible for:
- 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.
- Driving implementation of appropriate reporting and analysis while considering the needs of partners.
- Leading a team of leaders and individual contributors daily while guiding DTC's social media support strategy and implementation across a global footprint.
- Proactively identifying weaknesses and gaps in current social support paradigms and driving resolutions to improve operational workflows and the viewer experience.
- Collaborating 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.
- Working 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.
- Leading and guiding go-to-market launches and product launches in concert with all partners and cross-team collaborators, ensuring social presence is appropriately represented and supported.
- Supporting 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.
Basic Qualifications & Skills
To be successful in this role, you will need:
- A BS/BA degree or relevant professional experience.
- 2+ years' experience managing a team, with the ability to encourage and develop team members, leading leaders is a plus.
- 5+ years' 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, e.g., Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, Sprinklr.
- A consistent track record of developing and operationalizing innovative online social programs.
- High savvy related to Twitter, Facebook, Instagram, AppFollow (a plus).
- A proven understanding of which metrics and tools help improve the consumer experience through social channels.
- The ability to exhibit a high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance.
Preferred Qualifications
While not required, the following qualifications would be beneficial:
- Excellent written and verbal communication skills.
- Experience with technology, entertainment, and segmenting consumer audiences.
- The ability to collaborate well with cross-functional teams.
- A value for accountability and a willingness to take ownership of projects from start to finish.
- An approach to challenges that is head-on, positive, and engaged.
Disability Accommodation for Employment Applications
blithequark 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, 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.
Equal Employment Opportunity
blithequark is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. 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.
Compensation & 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.
Apply Now!
If you're passionate about creating extraordinary experiences for customers and employees, and you have the skills and qualifications to succeed in this role, we encourage you to apply!
Apply Now