Senior Director, Social Media Customer Support - Shape the Future of blithequark's Online Entertainment Experience

Join blithequark's Visionary Team as a Sr. Director, Online Entertainment Client Assistance

Are you a seasoned leader with a passion for crafting exceptional customer experiences through social media? Do you have a knack for driving business results through innovative online strategies? blithequark's Watcher Experience (VX) group is seeking an accomplished Senior Director, Online Entertainment Client Assistance to lead the charge in shaping the future of customer support across various social media platforms.

About blithequark and the Role

blithequark is a global entertainment leader with a diverse portfolio of businesses and brands in the fields of entertainment, media, and amusement parks. As a Senior Director, Social Media Customer Support, you will be responsible for developing and operationalizing the social support strategy and roadmap for blithequark's Direct-to-Customer (DTC) brands, including Disney+, STAR+, Hulu, and more.

Key Responsibilities

• Create and operationalize the social support strategy and roadmap, including setting team vision, developing key metrics, designing adaptive processes, and achieving team goals across all brand verticals.
• Lead a team of leaders and individual contributors daily while driving DTC's social media support strategy and execution across a global footprint.
• Proactively identify weaknesses and gaps in current social support standards and drive resolutions to improve operational workflows and the customer experience.
• Collaborate with senior leaders cross-functionally to work towards a seamless customer experience while supporting the broader objectives as they relate to Social Media strategy for all blithequark brands.
• Work with partners to ensure alignment and approval of strategy and content for global social teams, guaranteeing each brand is being represented with the proper tone and voice.
• Lead and guide go-to-market launches and product launches, collaborating with all partners and cross-functional team members to ensure social presence is properly represented and supported.
• Support incident management needs during high-impact situations, serving as the point of contact for executive briefings while directing social response in collaboration with Chief, PR, and Legal guidance.

Essential Capabilities and Skills

• BS/BA degree or applicable professional experience
• 2+ years' experience managing a team, ability to energize and develop colleagues, and lead leaders
• 2+ years' experience in social media or online community management, demonstrated ability to drive business results through online activity
• Experience with social media management platforms, e.g., Salesforce (Service Cloud), Sprout, Hootsuite, ListenFirst, Qualtrics, Sprinklr
• Strong track record of creating and operationalizing innovative social programs
• High proficiency with Twitter, Facebook, Instagram, AppFollow, and/or more
• Demonstrated understanding of which metrics and tools help improve the customer experience through social channels
• Ability to thrive in a fast-paced environment with context switching and interruptions while remaining productive and able to provide effective guidance

Preferred Capabilities

• Excellent written and verbal communication skills
• Experience with technology, entertainment, and segmenting customer audiences
• Ability to collaborate well with cross-functional teams
• Embody accountability and take ownership for end-to-end processes
• Approach challenges head-on with a positive and engaged attitude

Career Growth Opportunities and Learning Benefits

As a Senior Director, Social Media Customer Support at blithequark, you will have the opportunity to lead a high-performing team and drive business results through innovative social media strategies. You will be part of a dynamic and collaborative work environment that fosters creativity, innovation, and professional growth.

Work Environment and Company Culture

blithequark is committed to creating a positive and inclusive work culture that values diversity, equity, and inclusion. As a remote worker, you will be part of a global team that is passionate about delivering exceptional customer experiences and driving business results through innovative strategies.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package, including a hourly rate of $20. The company also provides a range of benefits, including comprehensive health and wellness benefits, 401(k) retirement plans, paid time off, and education assistance programs. Additionally, blithequark offers employee discounts, recognition programs, and opportunities for career advancement and professional growth.

Why Join blithequark?

blithequark is a global entertainment leader with a rich history of innovation and creativity. By joining the company, you will be part of a dynamic and collaborative work environment that fosters professional growth and development. With a range of benefits, perks, and opportunities for career advancement, blithequark is an attractive destination for talented professionals looking to make a meaningful impact.

If you are a seasoned leader with a passion for crafting exceptional customer experiences through social media, we encourage you to apply for this exciting opportunity to join blithequark's visionary team as a Senior Director, Social Media Customer Support.