Experienced Full Stack Social Media Customer Support Manager – Web & Cloud Application Development
At blithequark, we're on a mission to revolutionize the way we interact with our customers and provide them with an extraordinary experience. As a key member of our Viewer Experience (VX) team, the Sr. Manager, Social Media Customer Support will play a crucial role in shaping the integrated strategy and guiding tactical implementation across social media support channels for our Direct to Consumer (DTC) brands, including Disney+, STAR+, Hulu, Disney Moves Anywhere, Disney Movie Insiders, and Disney Entertainment Brands.
About the Role & Team
We're seeking an experienced leader who is passionate about the viewer journey (customer support) in the social media arena and has a deep appreciation for the power of social communities. As the Sr. Manager, Social Media Customer Support, you will be responsible for developing and operationalizing 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. You will lead a team of leaders and individual contributors daily while guiding DTC's social media support strategy and implementation across a global footprint.
What You Will Do
- Develop and operationalize the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, setting, and achieving team goals across all brand verticals. - Drive implementation of appropriate reporting and analysis while considering the needs of partners. - Lead a team of leaders and individual contributors daily while 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 Disney 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 while guiding social response in concert with Executive, PR, and Legal guidance.
Essential Qualifications & Skills
- BS/BA degree or relevant professional experience - 2+ years' experience managing a team, ability to encourage and develop team members, leading leaders is a plus - 5+ years' experience in social media or online community moderation, shown 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 to develop and operationalize innovative online social programs - High savvy related to Twitter, Facebook, Instagram, AppFollow a plus - 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
Work Environment & Company Culture
At blithequark, 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. We're committed to providing a work environment that is inclusive, diverse, and supportive of our employees' growth and well-being.
Career Growth Opportunities & Learning Benefits
As a member of our team, you'll have access to a range of career growth opportunities and learning benefits, including: - Professional development programs and training sessions - Mentorship and coaching from experienced leaders - Opportunities to work on high-impact projects and initiatives - Collaborative and dynamic work environment - Recognition and rewards for outstanding performance
Compensation, Perks, & Benefits
We offer a competitive compensation package, including: - Base salary: $123,000.00 to $165,000.00 per year - Bonus and/or long-term incentive units - Full range of medical, financial, and/or other benefits
Disability Accommodation for Employment Applications
The Walt Disney Company 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, email [email protected] with your request.
Equal Employment Opportunity
The Walt Disney Company 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.
How to Apply
If you're passionate about the viewer journey (customer support) in the social media arena and have a deep appreciation for the power of social communities, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch soon to discuss your qualifications further. Apply for this job