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 customers and employees alike. With a deep appreciation for the power of social communities, blithequark is committed to developing and maturing a team that shares its passion for delivering exceptional support across all social media platforms.

About the Role and Team

The Viewer Experience (VX) team at blithequark is seeking an outstanding Senior Manager, Social Media Customer Support to join their 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 Direct-to-Consumer (DTC) brands such as Disney+, STAR+, Hulu, and more. You will lead the team as the primary point of contact for all needs related to the VX Social team, including cross-team collaborators and third-party partners.

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 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, 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 training and development opportunities, including:

• Leadership development programs.
• Industry conferences and workshops.
• Internal mentorship and coaching.
• Opportunities for cross-functional collaboration and knowledge sharing.

Work Environment and Company Culture

blithequark is dedicated to creating a work environment that is inclusive, supportive, and empowering. Our company culture is built on the values of innovation, creativity, and teamwork. As a member of our team, you can expect:

• A dynamic and fast-paced work environment.
• A collaborative and supportive team culture.
• Opportunities for professional growth and development.
• A comprehensive range of benefits, including medical, financial, and other perks.

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, you may be eligible for a bonus and/or long-term incentive units as part of the compensation package. blithequark also offers a comprehensive range of benefits, including medical, financial, and other perks.

Conclusion

If you are a motivated and experienced professional with a passion for social media customer support, we encourage you to apply for this exciting opportunity. As a Senior Manager, Social Media Customer Support at blithequark, you will have the chance to make a real impact on the viewer experience and contribute to the success of our innovative and dynamic team. Don't miss out on this opportunity to join a leader in the entertainment industry and take your career to the next level. Apply now to become a part of the blithequark team and start creating extraordinary experiences for customers and employees alike.