Senior Manager – Social Media Customer Support & Community Experience for Direct‑to‑Consumer Platforms at arenaflex

About arenaflex and the Viewer Experience Team

arenaflex is a global leader in entertainment and technology, delivering unforgettable stories and immersive experiences to millions of viewers every day. Our Viewer Experience (VX) team is dedicated to shaping the way audiences interact with our diverse portfolio of streaming services, apps, and digital properties. From the moment a viewer discovers a new show to the time they share their favorite moments on social platforms, arenaflex strives to make every touchpoint delightful, supportive, and memorable.

We are seeking a visionary Senior Manager – Social Media Customer Support & Community Experience to lead the strategy, execution, and continuous improvement of our social support operations across all direct‑to‑consumer (DTC) brands. This role sits at the intersection of customer care, community management, and brand storytelling, and it will be pivotal in ensuring that fans receive fast, friendly, and consistent assistance wherever they engage with arenaflex online.

Why This Role Matters

Social media has become the primary channel where viewers voice questions, share feedback, and seek help. As the senior leader of this function, you will shape the tone, speed, and quality of every interaction, turning routine inquiries into opportunities to deepen loyalty and advocacy. Your work will directly influence key business outcomes such as churn reduction, brand sentiment, and the overall health of our digital communities.

Key Responsibilities

• Strategic Leadership: Design and own the integrated social support strategy and roadmap, setting a clear vision that aligns with arenaflex’s broader customer experience goals.
• Metric‑Driven Management: Define, track, and report on critical performance indicators (KPIs) such as response time, resolution rate, sentiment score, and community health metrics.
• Process Architecture: Build scalable, repeatable processes for handling inquiries, escalations, and crisis communications across all social channels (Twitter, Facebook, arenaflex, etc.).
• Team Development: Lead a high‑performing team of managers and individual contributors, coaching them to become experts in social support, mentorship, and cross‑functional collaboration.
• Cross‑Functional Collaboration: Partner with product, marketing, legal, PR, and engineering teams to ensure that social support initiatives are aligned with product launches, feature updates, and brand campaigns.
• Incident Management: Serve as the primary point of contact during high‑impact events, coordinating real‑time response, executive briefings, and post‑mortem analysis.
• Continuous Improvement: Identify gaps in current workflows, propose innovative solutions, and implement automation or AI‑driven tools to enhance efficiency.
• Global Alignment: Ensure consistent tone, voice, and service standards across all regional social teams, adapting strategies to local market nuances while maintaining brand integrity.
• Stakeholder Communication: Regularly update senior leadership on progress, challenges, and opportunities, translating data into actionable insights.

Essential Qualifications & Skills

• Bachelor’s degree or equivalent professional experience.
• Minimum 2 years of experience managing a team of managers or senior contributors, with a proven ability to develop talent and foster a collaborative culture.
• 5 + years of hands‑on experience in social media or online community moderation, demonstrating a track record of driving measurable business outcomes.
• Proficiency with social media management platforms – experience with arenaflex, arenaflex, arenaflex, arenaflex, arenaflex, and arenaflex (or comparable tools) is essential.
• Deep understanding of the dynamics of Twitter, Facebook, Instagram, and other consumer‑facing platforms, including best practices for tone, escalation, and crisis handling.
• Strong analytical mindset with the ability to translate data into strategic recommendations that improve the viewer experience.
• Exceptional multitasking ability – comfortable navigating rapid context switches while maintaining high productivity and clear communication.

Preferred Qualifications

• Outstanding written and verbal communication skills, with the ability to craft concise, empathetic responses at scale.
• Experience in the technology or entertainment sectors, particularly with direct‑to‑consumer streaming services.
• Demonstrated success collaborating across functions such as product, marketing, legal, and public relations.
• Strong sense of ownership – you see projects through from concept to execution and beyond.
• Positive, solution‑oriented attitude when confronting complex challenges.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that reflects the importance of this leadership role. While exact figures will be tailored to experience, location, and internal equity, candidates can expect:

• A base salary that aligns with senior‑level market benchmarks for the region.
• Performance‑based annual bonuses and long‑term incentive opportunities.
• Comprehensive health, dental, and vision coverage for employees and dependents.
• Retirement savings plans with company matching contributions.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget, tuition reimbursement, and access to internal learning platforms.
• Employee assistance programs, wellness initiatives, and on‑site amenities at major arenaflex campuses.

Work Environment & Culture at arenaflex

Our culture is built on creativity, curiosity, and collaboration. At arenaflex, you will find:

• Inclusive Community: A workplace where diverse perspectives are celebrated and every voice matters.
• Innovation‑First Mindset: Teams are encouraged to experiment, iterate, and bring bold ideas to life.
• Cross‑Functional Synergy: Regular interaction with product, engineering, content, and marketing teams to drive holistic solutions.
• Employee Empowerment: Autonomy to shape your own career path, supported by mentorship and leadership development programs.
• Global Impact: Your work will reach audiences across continents, influencing how millions of fans experience entertainment.

Career Growth & Learning Opportunities

arenaflex invests heavily in the growth of its people. As Senior Manager, you will have access to:

• Leadership development curricula designed for emerging senior leaders.
• Mentorship from senior executives who have built world‑class customer experience functions.
• Opportunities to lead high‑visibility projects, such as global product launches and major brand campaigns.
• Cross‑regional rotations that broaden your perspective on international market dynamics.
• Continuous learning resources, including certifications in data analytics, AI‑driven support tools, and advanced community management.

Commitment to Diversity, Equity & Inclusion

arenaflex is an equal‑opportunity employer. We welcome applicants of all backgrounds, including veterans and individuals with disabilities. If you require a reasonable accommodation to explore this opportunity, please let us know – we are dedicated to ensuring an accessible hiring process for everyone.

How to Apply

If you are passionate about turning social conversations into meaningful support experiences and thrive in a fast‑paced, innovative environment, we want to hear from you. Join arenaflex and help shape the future of entertainment interaction.

Apply Now