Experienced Senior Manager, Social Media Customer Support – Leading Cross-Functional Teams and Developing Innovative Online Social Programs for Enhanced Viewer Experience

Introduction to blithequark and the Industry

blithequark is at the forefront of the entertainment industry, pushing boundaries and redefining the viewer experience through its innovative approach to social media customer support. As a leader in the field, blithequark recognizes the importance of creating extraordinary experiences for both customers and employees. With a deep appreciation for the power of social communities, blithequark is committed to developing and maturing its social media support strategy to drive business outcomes and improve the overall viewer journey.

About the Role and Team

blithequark's Viewer Experience (VX) team is seeking an exceptional Senior Manager, Social Media Customer Support to join its ranks. As a key member of the team, you will be responsible for architecting the integrated strategy and guiding tactical implementation across social media support channels, including Twitter, Facebook, and AppFollow, for blithequark's Direct-to-Consumer (DTC) brands. These brands include Disney+, STAR+, Hulu, Disney Movies Anywhere, Disney Movie Insiders, Disney Entertainment Brands (ABC, ABC News, DisneyNOW, Freeform, FXNOW, Nat Geo TV, Nat Geo Magazine, and Disney Games!).

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 blithequark'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, 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 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; leading leaders is a plus.
• 5+ years of 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, 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.
• A 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, the following are preferred:

• 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 career growth opportunities, including:

• Professional development programs to enhance your skills and knowledge.
• Opportunities to work on high-impact projects and collaborate with cross-functional teams.
• A culture that encourages innovation, creativity, and experimentation.
• A comprehensive benefits package, including medical, financial, and other benefits.

Work Environment and Company Culture

blithequark's work environment is dynamic, fast-paced, and collaborative. We value diversity, equity, and inclusion, and are committed to creating a workplace where everyone feels welcome and valued. Our company culture is built on the principles of:

• Respect and empathy for our customers and employees.
• A passion for innovation and creativity.
• A commitment to excellence and continuous improvement.
• A culture of accountability, transparency, and open communication.

Compensation, Perks, and Benefits

The hiring range for this position is $123,000.00 to $165,000.00 per year, depending on the candidate's geographic region, job-related knowledge, skills, and experience. In addition to the base salary, blithequark offers a range of perks and benefits, including:

• A comprehensive benefits package, including medical, financial, and other benefits.
• A bonus and/or long-term incentive units may be provided as part of the compensation package.
• Opportunities for professional development and growth.
• A dynamic and collaborative work environment.

Conclusion

If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for the Senior Manager, Social Media Customer Support position at blithequark. With its commitment to innovation, customer experience, and employee growth, blithequark is the perfect place to take your career to the next level. Apply now and join our team of talented and passionate professionals who are shaping the future of the entertainment industry.