At arenaflex, we're on a mission to revolutionize the way we engage with our audience, and we're looking for a talented Senior Manager, Social Media Customer Support to join our Viewer Experience (VX) team. As a key member of our team, you'll play a pivotal role in architecting and implementing our integrated social media support strategy across various platforms, ensuring seamless experiences for our customers and employees alike.
**About arenaflex and the Viewer Experience Team**
arenaflex is a global leader in entertainment, media, and technology, with a rich history of innovation and creativity. Our Viewer Experience (VX) team is dedicated to crafting exceptional experiences for our audience, and we're committed to pushing the boundaries of what's possible in the world of social media. As a Senior Manager, Social Media Customer Support, you'll be part of a dynamic team that's passionate about delivering outstanding customer support and creating engaging experiences that resonate with our audience.
**Key Responsibilities**
As a Senior Manager, Social Media Customer Support, you'll 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, 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 arenaflex 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 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
**Career Growth Opportunities & Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Senior Manager, Social Media Customer Support, you'll have access to:
* Opportunities for professional growth and development, including training and mentorship programs
* Collaborative and dynamic work environment that fosters innovation and creativity
* Access to cutting-edge technology and tools to help you stay ahead of the curve
* Recognition and rewards for outstanding performance and contributions to the team
**Work Environment & Company Culture**
arenaflex is a global company with a diverse and inclusive culture. Our team is passionate about creating exceptional experiences for our audience, and we're committed to fostering a work environment that's collaborative, innovative, and fun. As a Senior Manager, Social Media Customer Support, you'll be part of a dynamic team that's dedicated to making a difference in the world of social media.
**Compensation, Perks, & Benefits**
arenaflex offers a competitive compensation package, including:
* Base salary: $123,000.00 to $165,000.00 per year
* Bonus and/or long-term incentive units may be provided as part of the compensation package
* Full range of medical, financial, and/or other benefits, dependent on the level and position offered
**Disability Accommodation for Employment Applications**
arenaflex is an equal opportunity employer and welcomes 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, please email
[email protected] with your request.
**How to Apply**
If you're passionate about crafting exceptional viewer experiences and want to join a dynamic team that's pushing the boundaries of what's possible in social media, 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.
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