Senior Manager – Global Social Media Customer Support Strategy & Community Experience Leadership (Direct‑to‑Consumer Platforms)

About arenaflex and the Viewer Experience Team

arenaflex is a world‑renowned leader in entertainment, technology, and storytelling, delivering immersive experiences to millions of viewers every day. Our Viewer Experience (VX) team is the heartbeat of the brand, ensuring that every interaction—whether on a streaming platform, a mobile app, or a social channel—feels personal, seamless, and memorable. As the industry continues to evolve, arenaflex is expanding its direct‑to‑consumer (DTC) portfolio, which includes flagship services such as arenaflex+, arenaflex STAR+, arenaflex Stream, arenaflex Moves Anywhere, and a suite of interactive entertainment brands. We are seeking a visionary Senior Manager to shape and execute the social media customer support strategy that powers these experiences.

Why This Role Matters

In today’s hyper‑connected world, social media is the front line of customer service, brand advocacy, and community building. The Senior Manager, Social Media Customer Support will architect an integrated, data‑driven support framework across platforms like Twitter, Facebook, Instagram, and specialized monitoring tools. You will lead a high‑performing team of managers and individual contributors, championing a culture of rapid problem resolution, proactive engagement, and continuous improvement. Your work will directly influence the satisfaction and loyalty of arenaflex’s global audience, shaping the narrative of how fans experience our content and services.

Key Responsibilities

Strategic Leadership & Roadmap Development

• Design and operationalize a comprehensive social support strategy that aligns with arenaflex’s DTC objectives and brand voice.
• Set a clear vision for the social support team, establishing measurable KPIs, critical metrics, and scalable processes that drive performance across all brand verticals.
• Develop a multi‑year roadmap that balances short‑term tactical execution with long‑term innovation, ensuring the team remains ahead of emerging social trends.

Team Management & Development

• Lead a diverse group of managers and frontline agents, providing coaching, mentorship, and career development pathways.
• Foster a collaborative environment where team members feel empowered to experiment, share ideas, and take ownership of outcomes.
• Implement robust performance review cycles, leveraging data‑driven feedback to continuously elevate team capabilities.

Operational Excellence & Process Optimization

• Identify gaps and inefficiencies in current social support workflows; design and implement solutions that improve response times, resolution rates, and overall viewer satisfaction.
• Partner with cross‑functional stakeholders—including Product, Marketing, Legal, and PR—to ensure alignment on messaging, tone, and escalation protocols.
• Oversee the deployment of reporting dashboards and analytics tools that provide real‑time insight into support volume, sentiment trends, and emerging issues.

Cross‑Functional Collaboration & Go‑to‑Market Execution

• Collaborate with senior leaders to embed social support considerations into product launches, feature rollouts, and major marketing campaigns.
• Serve as the primary point of contact for incident management during high‑impact events, coordinating executive briefings and guiding the social response in partnership with Legal and Communications teams.
• Ensure global consistency in brand voice while allowing regional flexibility to address local audience nuances.

Community Advocacy & Innovation

• Champion the power of social communities by developing programs that turn casual viewers into brand advocates.
• Leverage emerging platforms and tools (e.g., AI‑driven sentiment analysis, chatbots, and community moderation suites) to enhance the viewer journey.
• Drive continuous learning initiatives that keep the team abreast of the latest social media trends, platform updates, and best practices.

Essential Qualifications & Skills

• Education: Bachelor’s degree (BS/BA) or equivalent professional experience.
• Leadership Experience: Minimum 2 years of experience managing a team of managers or senior individual contributors, with a proven ability to develop talent and foster high‑performing cultures.
• Social Media Expertise: At least 5 years of hands‑on experience in social media or online community moderation, demonstrating a track record of driving business outcomes through strategic engagement.
• Tool Proficiency: Deep familiarity with social media management platforms such as Salesforce Service Cloud, Sprout Social, Hootsuite, ListenFirst, Qualtrics, and Sprinklr.
• Metrics‑Driven Mindset: Ability to define, track, and interpret key performance indicators that improve the consumer experience across social channels.
• Platform Savvy: Strong understanding of Twitter, Facebook, Instagram, and emerging platforms; experience with AppFollow or similar monitoring tools is a plus.
• Adaptability: High tolerance for rapid context switching, interruptions, and evolving priorities while maintaining productivity and clear guidance.

Preferred Qualifications

• Exceptional written and verbal communication skills, with the ability to craft concise, brand‑aligned messaging.
• Experience in technology‑focused entertainment environments and a nuanced understanding of audience segmentation.
• Demonstrated success collaborating across functions such as Product, Engineering, Marketing, Legal, and Customer Experience.
• Strong sense of accountability, taking ownership of projects from inception through delivery.
• Positive, solution‑oriented attitude when confronting complex challenges.

Core Competencies for Success

• Strategic Thinking: Ability to see the big picture while executing detailed tactical plans.
• Data Literacy: Comfort interpreting large data sets, building dashboards, and translating insights into actionable strategies.
• People Leadership: Coaching, mentoring, and inspiring diverse teams to achieve ambitious goals.
• Customer‑Centricity: Deep empathy for the viewer journey and a relentless drive to exceed expectations.
• Collaboration: Skilled at building consensus among senior stakeholders and navigating complex organizational dynamics.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. In this role, you will have access to:

• Executive mentorship programs that connect you with senior leaders shaping the future of entertainment.
• Industry‑leading training on advanced analytics, AI‑driven moderation, and emerging social platforms.
• Opportunities to lead high‑visibility projects, such as global product launches and crisis communication initiatives.
• Cross‑functional rotations that broaden your expertise across product, marketing, and legal domains.
• Participation in internal innovation labs where you can prototype new community‑building tools.

Work Environment & Culture at arenaflex

At arenaflex, we celebrate creativity, inclusivity, and bold ideas. Our workplace is built on:

• Diversity & Inclusion: A commitment to hiring and nurturing talent from all backgrounds, ensuring every voice is heard.
• Flexibility: Hybrid work models that balance remote productivity with collaborative in‑office experiences.
• Innovation Hubs: State‑of‑the‑art studios and labs where teams experiment with next‑generation storytelling technologies.
• Community Impact: Programs that encourage employees to give back, mentor, and engage with global fan communities.
• Well‑Being: Comprehensive health, wellness, and mental‑health resources, plus generous paid time off.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary aligned with market benchmarks for senior leadership roles.
• Performance‑based annual bonuses and long‑term incentive opportunities.
• Comprehensive medical, dental, vision, and prescription coverage.
• Retirement savings plans with company matching contributions.
• Generous paid parental leave, flexible vacation policies, and paid holidays.
• Employee stock purchase plans, wellness stipends, and tuition reimbursement.
• Access to exclusive arenaflex streaming content, theme‑park passes, and merchandise discounts.

Commitment to Accessibility & Equal Opportunity

arenaflex is an equal‑opportunity employer. We welcome applicants of all abilities, backgrounds, and experiences. If you require a reasonable accommodation to apply for this position, please email [email protected]. We will respond to requests related to the accessibility of the application process.

Ready to Shape the Future of Social Support?

If you are passionate about building extraordinary experiences for millions of viewers, thrive in fast‑paced, collaborative environments, and possess the strategic vision to lead a global social support organization, we want to hear from you. Join arenaflex’s Viewer Experience team and help us set the standard for how audiences engage with entertainment worldwide.

Apply Now – Transform the Viewer Journey with arenaflex!