Senior Manager, Social Media Customer Support - Crafting Exceptional Viewer Experiences Across blithequark's Global Social Media Landscape

Join blithequark's Visionary Team: Revolutionizing Customer Support in the Social Media Era

At blithequark, we're redefining the future of entertainment and customer experience. As a leader in the industry, we're committed to delivering extraordinary viewer experiences across our diverse range of brands and services, including Disney+, STAR+, Hulu, and more. We're now seeking a seasoned Senior Manager, Social Media Customer Support to spearhead our social media support strategy and lead our team to new heights.

About the Role & Team

As the Senior Manager, Social Media Customer Support, you will be the driving force behind our integrated social media support strategy, guiding our team and collaborating with cross-functional partners to deliver seamless viewer experiences. You'll be responsible for architecting and implementing our social media support channels, ensuring that our customers receive top-notch support across Twitter, Facebook, AppFollow, and other platforms.

Key Responsibilities

• Develop and operationalize the social support strategy and roadmap, setting a team vision, critical metrics, and scalable processes to drive business outcomes.
• Lead a team of leaders and individual contributors daily, guiding our DTC social media support strategy and implementation across a global footprint.
• Proactively identify weaknesses and gaps in current social support paradigms, driving 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 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 the 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

To succeed in this role, you'll need:

• A BS/BA degree or relevant professional experience.
• 2+ years of experience managing a team, with the ability to encourage and develop team members (leading leaders is a plus).
• 5+ years of experience in social media or online community moderation, with a proven track record of driving business outcomes through online activity.
• Experience with social media management platforms, such as Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, or Sprinklr.
• A consistent track record of developing and operationalizing innovative online social programs.
• High savviness related to Twitter, Facebook, Instagram, AppFollow (a plus).
• A proven understanding of which metrics and tools help improve the consumer experience through social channels.
• A high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance.

Preferred Qualifications

To stand out as a candidate, you'll ideally possess:

• Excellent written and verbal communication skills.
• Experience with technology, entertainment, and segmenting consumer audiences.
• The ability to collaborate well with cross-functional teams.
• A strong sense of accountability, taking ownership of projects from start to finish.
• A positive and engaged approach to challenges.

Career Growth Opportunities & Learning Benefits

At blithequark, we're committed to your growth and development. As a Senior Manager, Social Media Customer Support, you'll have the opportunity to:

• Develop and mature a high-performing team.
• Drive business outcomes through innovative social media strategies.
• Collaborate with senior leaders across the organization.
• Stay at the forefront of industry trends and best practices.

Work Environment & Company Culture

At blithequark, we pride ourselves on our inclusive and dynamic work environment. As an equal opportunity employer, we welcome all job seekers, including individuals with disabilities and veterans with disabilities. Our company culture is built on a foundation of innovation, creativity, and teamwork, where ideas and decisions from all people help us grow and thrive.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a salary range of $123,000 to $165,000 per year in CA, depending on your geographic region, job-related knowledge, skills, and experience. You'll also be eligible for a bonus and/or long-term incentive units, as well as a comprehensive benefits package, including medical, financial, and other benefits.

Join Our Team: Apply Now!

If you're passionate about delivering exceptional viewer experiences and have a deep appreciation for the power of social communities, we want to hear from you! Apply now to join blithequark's visionary team and help shape the future of customer support in the social media era.

blithequark is an equal opportunity employer, and we 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.