Experienced Sr. Manager, Social Media Customer Support – Disney & Entertainment Industry Expertise

Are you a seasoned leader with a passion for crafting exceptional customer experiences through social media? Do you thrive in fast-paced environments where creativity and strategic thinking come together? If so, we invite you to join the esteemed team at blithequark as our Sr. Manager, Social Media Customer Support. In this pivotal role, you will spearhead the development and implementation of integrated social media support strategies across various Disney & Entertainment brands, driving unparalleled viewer experiences and fostering a culture of innovation.

About blithequark

blithequark is a global leader in the entertainment industry, renowned for its commitment to delivering exceptional experiences to audiences worldwide. Our Viewer Experience (VX) team is dedicated to crafting immersive and engaging experiences that captivate and inspire our viewers. As a key member of this team, you will have the opportunity to shape the future of social media customer support and contribute to the growth and success of blithequark.

Key Responsibilities

As our 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.
• Leading a team of leaders and individual contributors daily while guiding DTC's social media support strategy and implementation across a global footprint.
• Proactively identifying weaknesses and gaps in current social support paradigms and driving resolutions to improve operational workflows and the viewer experience.
• Collaborating 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.
• Working 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.
• Leading and guiding go-to-market launches and product launches in concert with all partners and cross-team collaborators, ensuring social presence is appropriately represented and supported.
• Supporting incident management needs during high-impact scenarios, serving as the primary 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, with the ability to encourage and develop team members, leading leaders is a plus
• 5+ years' 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 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

Career Growth Opportunities & Learning Benefits

At blithequark, we believe in fostering a culture of growth and development. As our Sr. Manager, Social Media Customer Support, you will have access to:

• Opportunities for professional growth and development through training programs, mentorship, and cross-functional collaboration
• A dynamic and supportive work environment that encourages creativity, innovation, and experimentation
• A comprehensive benefits package, including medical, financial, and other benefits, to support your overall well-being
• A competitive salary range of $123,000.00 to $165,000.00 per year, with a bonus and/or long-term incentive units may be provided as part of the compensation package

Work Environment & Company Culture

blithequark is committed to creating a workplace that is inclusive, diverse, and supportive of all employees. Our company culture values:

• Collaboration and teamwork
• Innovation and creativity
• Continuous learning and development
• Employee well-being and work-life balance
• Diversity, equity, and inclusion

How to Apply

If you are a motivated and experienced leader with a passion for social media customer support, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume, cover letter, and any relevant work samples or references.

Equal Employment Opportunity

blithequark is an equal opportunity employer and welcomes all job seekers, including individuals with disabilities and veterans with disabilities. If you require a reasonable accommodation in order to search for a job opening or apply for a position, please email [email protected] with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

Disability Accommodation for Employment Applications

The blithequark 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. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability. We look forward to welcoming you to our team! Apply for this job