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 fostering a culture of innovation, collaboration, and inclusivity, where everyone has the opportunity to grow and thrive. If you're a motivated and experienced leader with a passion for social media and customer support, we want to hear from you!

Key Responsibilities

• Develop and operationalize the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, and setting and achieving team goals across all brand verticals.
• Lead a team of leaders and individual contributors daily, guiding DTC'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 while 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

• 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, e.g., Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, Sprinklr.
• Consistent track record of developing and operationalizing innovative online social programs.
• High savvy related to Twitter, Facebook, Instagram, AppFollow, and other social media platforms.
• 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

• 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're committed to helping our employees grow and develop their skills. As a Sr. Manager, Social Media Customer Support, you'll have access to:

• Professional development opportunities, including training and mentorship programs.
• Cross-functional collaboration and networking opportunities.
• Regular feedback and coaching to help you achieve your goals.
• A dynamic and supportive work environment that encourages innovation and creativity.

Work Environment and Company Culture

blithequark is a company that values diversity, equity, and inclusion. We're committed to creating a work environment that's welcoming, inclusive, and supportive of all employees. Our culture is built on:

• A passion for innovation and creativity.
• A commitment to excellence and quality.
• A focus on teamwork and collaboration.
• A culture of transparency and open communication.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package that includes:

• Competitive salary range: $123,000 to $165,000 per year, depending on experience and location.
• Bonus and/or long-term incentive units may be provided as part of the compensation package.
• Full range of medical, financial, and other benefits.
• Opportunities for professional growth and development.

Disability Accommodation

blithequark is an equal opportunity employer and welcomes 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.

Equal Employment Opportunity

blithequark is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

Conclusion

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

Don't miss this opportunity to join our team and be a part of shaping the future of customer experience at blithequark. Apply now and take the first step towards a rewarding and challenging career!