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, providing unparalleled viewer experiences through its diverse range of brands and platforms. As a leader in the field, blithequark recognizes the importance of social media in shaping the customer experience and is committed to delivering exceptional support through its social media channels. The social media landscape is constantly evolving, and blithequark is seeking an experienced Senior Manager, Social Media Customer Support to lead its efforts in developing and implementing innovative social support strategies.

About the Role and Team

The Viewer Experience (VX) team at blithequark is dedicated to creating extraordinary experiences for customers and employees alike. 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 for blithequark's Direct-to-Consumer (DTC) brands, including Disney+, STAR+, Hulu, and more. 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.

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.
• Drive implementation of appropriate reporting and analysis, considering the needs of partners and stakeholders.
• 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 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 positive and inclusive work environment that fosters creativity, innovation, and collaboration. Our company culture is built on the values of:

• Respect and empathy for our customers and employees.
• A commitment to diversity, equity, and inclusion.
• A passion for innovation and creativity.
• A focus on teamwork and collaboration.

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 salary, we offer a range of perks and benefits, including:

• Comprehensive health insurance.
• Retirement savings plan.
• Paid time off and holidays.
• Access to exclusive employee events and experiences.

Conclusion

If you are a motivated and experienced professional looking to lead a team and develop innovative social support strategies, we encourage you to apply for the Senior Manager, Social Media Customer Support role at blithequark. With its commitment to diversity, equity, and inclusion, blithequark is an employer of choice for individuals who value creativity, innovation, and collaboration. Apply now to join our team and help shape the future of social media customer support.