Experienced Full Stack Sr. Manager, Social Media Customer Support – Developing Integrated Strategies for DTC Brands and Leading Cross-Functional Teams

About blithequark and the Role

blithequark's Viewer Experience (VX) team is on a mission to revolutionize the way customers interact with our Direct-to-Consumer (DTC) brands, including Disney+, STAR+, Hulu, and more. We're seeking a highly skilled and experienced Sr. Manager, Social Media Customer Support to join our team and lead the development of integrated social media support strategies across multiple channels. As a key member of our VX team, you will have the opportunity to make a lasting impact on the viewer journey and customer experience.

At blithequark, we're passionate about creating extraordinary experiences for our customers and employees. We believe in the power of social communities and the importance of delivering exceptional support through social media channels. If you're a motivated and experienced leader with a passion for social media customer support, we want to hear from you!

What You Will Do

As the Sr. Manager, Social Media Customer Support, you will be responsible for architecting and implementing integrated social media support strategies across multiple DTC brands and channels. Your primary objectives will include:

• Developing and operationalizing the social support strategy and roadmap, including setting team vision, developing critical metrics, designing scalable processes, and setting and achieving team goals across all brand verticals.
• Leading a team of leaders and individual contributors daily, 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, and guiding social response in concert with Executive, PR, and Legal guidance.

Key Responsibilities

As a Sr. Manager, Social Media Customer Support at blithequark, you will be responsible for:

• Developing and implementing comprehensive social media support strategies that drive business outcomes and improve the viewer experience.
• Leading and managing a high-performing team of social media support professionals, providing guidance, coaching, and development opportunities.
• Collaborating with cross-functional teams, including sales, marketing, and product, to ensure alignment and effective execution of social media support strategies.
• Analyzing and reporting on key performance metrics, identifying areas for improvement, and implementing changes to optimize social media support operations.
• Staying up-to-date with the latest social media trends, best practices, and technologies, and applying this knowledge to drive innovation and improvement in social media support.

Essential Qualifications & 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, and 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, or 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.
• The ability to exhibit a high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance.

Preferred Qualifications

We would also love to see:

• 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 value on accountability and taking ownership of projects from start to finish.
• A positive and engaged approach to challenges.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to the growth and development of our employees. As a Sr. Manager, Social Media Customer Support, you will have access to:

• Comprehensive training and development programs to help you stay up-to-date with the latest social media trends and best practices.
• Opportunities for career advancement and growth within the company.
• A collaborative and dynamic work environment that encourages innovation and creativity.
• A competitive compensation package, including bonus and long-term incentive units.

Work Environment and Company Culture

At blithequark, we're proud of our company culture and work environment. We:

• Foster 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.
• Value diversity, equity, and inclusion, and strive to create an inclusive and welcoming work environment for all employees.
• Offer a range of benefits and perks, including medical, financial, and other benefits.

Compensation and 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 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.

Disability Accommodation

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.

Conclusion

If you're a motivated and experienced leader with a passion for social media customer support, we encourage you to apply for this exciting opportunity at blithequark. As a Sr. Manager, Social Media Customer Support, you will have the chance to make a lasting impact on the viewer journey and customer experience, while growing your career and developing your skills in a dynamic and collaborative work environment.

Don't miss this opportunity to join our team and help shape the future of social media customer support at blithequark. Apply now and take the first step towards a rewarding and challenging career!