Rewritten Job Title:
Experienced Senior Manager, Social Media Customer Support – Integrated Strategy & Team Leadership for Global Direct-to-Consumer Brands at blithequark
Rewritten Job Description:
Join the blithequark Team: A World of Imagination and Innovation
At blithequark, we're not just a company – we're a community of creatives, innovators, and storytellers who come together to bring magic to the world. As a leading entertainment and media company, we're always pushing the boundaries of what's possible, and we're looking for talented individuals like you to join our team. If you're passionate about creating extraordinary experiences for customers and employees alike, we want to hear from you!About the Role & Team
Our Viewer Experience (VX) team is seeking an experienced Senior Manager, Social Media Customer Support who will be an outstanding addition to our team. As the Senior Manager, Social Media Customer Support, you will architect the integrated strategy and guide tactical implementation across social media support channels (Twitter, Facebook, AppFollow) for our Direct-to-Consumer (DTC) brands, including Disney+, STAR+, Hulu, Disney Moves Anywhere, Disney Movie Insiders, and Disney Entertainment Brands (ABC, ABC News, DisneyNOW, Freeform, FXNOW, Nat Geo TV, Nat Geo Magazine, and Disney Games!). You will lead the team as the primary point of contact for all needs related to the VX Social team, including cross-team collaborators and 3rd party partners. You will serve as the escalation point for your team to unblock issues and lead appropriate business functions under the team's purview.What You Will Do
As the Senior Manager, Social Media Customer Support, you will:- 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 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 while guiding social response in concert with Executive, PR, and Legal guidance.
Basic Qualifications & Skills
To be successful in this role, you will need:- A 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.
- A consistent track record of developing and operationalizing innovative online social programs.
- High savvy related to Twitter, Facebook, Instagram, AppFollow (a plus).
- A proven understanding of which metrics and tools help improve the consumer experience through social channels.
- The ability to exhibit a high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance.
Preferred Qualifications
While not required, the following qualifications would be a plus:- Excellent written and verbal communication skills.
- Experience with technology, entertainment, and segmenting consumer audiences.
- The ability to collaborate well with cross-functional teams.
- A value on accountability and taking ownership of projects from start to finish.
- An approach to challenges head-on with a positive and engaged attitude.