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, revolutionizing the way we engage with audiences and deliver exceptional customer experiences. As a leader in the field, blithequark recognizes the importance of social media in shaping the viewer journey and is committed to fostering a culture of innovation and excellence. The social media landscape is constantly evolving, and blithequark is seeking a seasoned professional to join its team as a Senior Manager, Social Media Customer Support. This role offers a unique opportunity to make a significant impact on the company's social media strategy and operations, driving business outcomes and delivering extraordinary experiences for customers and employees alike.

About the Role and Team

The Viewer Experience (VX) team at blithequark is dedicated to creating seamless and engaging experiences for its audiences across various platforms, including Disney+, STAR+, Hulu, and more. As the Senior Manager, Social Media Customer Support, you will play a pivotal role in architecting the integrated strategy and guiding tactical implementation across social media support channels. You will lead a team of leaders and individual contributors, serving as the primary point of contact for all needs related to the VX Social team, including cross-team collaborators and 3rd party partners. Your expertise and passion for social media customer support will be instrumental in driving the team's success and delivering exceptional results.

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 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 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 track record of driving 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.
• 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 skills and experience 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.
• Mentorship opportunities with senior leaders.
• Cross-functional training and rotations.

Work Environment and Company Culture

blithequark fosters a business culture where ideas and decisions from all people help us grow, innovate, and create the best stories. Our company culture is built on the values of:

• Innovation and creativity.
• Collaboration and teamwork.
• Accountability and ownership.
• Diversity and inclusion.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package, including a salary range of $123,000 to $165,000 per year, depending on experience and location. In addition to the base salary, you will be eligible for a range of benefits, including:

• Medical, financial, and other benefits.
• Bonus and/or long-term incentive units.
• 401(k) matching program.
• Paid time off and holidays.

Conclusion

If you are a motivated and experienced professional looking to make a significant impact in the social media customer support space, we encourage you to apply for this exciting opportunity at blithequark. As a Senior Manager, Social Media Customer Support, you will be part of a dynamic team that is shaping the future of entertainment and delivering exceptional experiences for audiences around the world. Don't miss this chance to join a company that values innovation, creativity, and collaboration, and is committed to the growth and development of its employees. Apply now to become a part of the blithequark team and take your career to the next level!