Experienced Senior Manager, Social Media Customer Support – Leading Cross-Functional Teams and Driving Innovative Social Support Strategies for Global Brands

Introduction to blithequark

At blithequark, we are passionate about creating extraordinary experiences for our customers and employees alike. As a leader in the entertainment industry, we recognize the power of social communities in shaping the viewer journey. Our Viewer Experience (VX) team is dedicated to delivering exceptional customer support across all our brands, including Disney+, STAR+, Hulu, and more. We are now seeking an outstanding Senior Manager, Social Media Customer Support to join our team and drive the integrated strategy for social media support channels.

About the Role

As the Senior Manager, Social Media Customer Support at blithequark, you will be responsible for architecting and implementing the social support strategy across Twitter, Facebook, AppFollow, and other social media platforms. You will lead a team of leaders and individual contributors, guiding the development and maturation of our social media support capabilities. Your expertise will be crucial in driving business outcomes through online activity, improving operational workflows, and enhancing the viewer experience.

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, guiding the daily implementation of the social media support strategy and providing guidance on resolving issues and improving workflows.
• Collaborate with senior leaders cross-functionally to build a detailed customer experience, supporting the greater goals of blithequark's Social Media strategy for all our brands.
• Proactively identify weaknesses and gaps in current social support paradigms and drive resolutions to improve operational workflows and the viewer experience.
• Work with collaborators to ensure alignment and approval of strategy and content for global social teams, ensuring each brand is messaged with the appropriate tone and voice.
• Lead and guide go-to-market launches and product launches, 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:

• 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 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, 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 prefer candidates with:

• 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 blithequark, we are committed to the growth and development of our employees. As a Senior Manager, Social Media Customer Support, you will have access to a range of training and development opportunities, including:

• Leadership development programs to enhance your management and leadership skills.
• Training on the latest social media management platforms and tools.
• Opportunities to collaborate with cross-functional teams and develop a deeper understanding of the entertainment industry.
• A culture that encourages innovation, creativity, and experimentation.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and inclusive work environment. Our company culture is built on the values of:

• Collaboration and teamwork.
• Innovation and creativity.
• Accountability and ownership.
• Diversity, equity, and inclusion.

We believe that our employees are our greatest asset, and we strive to create a work environment that is supportive, inclusive, and empowering.

Compensation, Perks, and Benefits

As a Senior Manager, Social Media Customer Support at blithequark, you can expect a competitive compensation package, including:

• A salary range of $123,000 to $165,000 per year, depending on experience and location.
• A bonus and/or long-term incentive units, depending on performance and company goals.
• A comprehensive benefits package, including medical, financial, and other benefits.
• Access to a range of perks, including employee discounts, free products, and services.

Conclusion

If you are a motivated and experienced social media professional looking for a new challenge, we encourage you to apply for the Senior Manager, Social Media Customer Support role at blithequark. With our commitment to innovation, customer experience, and employee growth, we believe that this role offers a unique opportunity for you to make a real impact and take your career to the next level. Apply now to join our team and be a part of shaping the future of social media customer support at blithequark.