Senior Manager, Social Media Customer Support - Direct-to-Consumer Viewer Experience Strategy, Team Leadership & Global Brand Excellence

Join the arenaflex Viewer Experience Team

Are you passionate about creating extraordinary customer experiences through the power of social media? Do you thrive in dynamic, fast-paced environments where your leadership can shape how millions of viewers interact with world-class entertainment brands? If so, arenaflex is looking for an exceptional Senior Manager, Social Media Customer Support to lead our Direct-to-Consumer (DTC) viewer experience strategy across our portfolio of streaming platforms and entertainment properties.

At arenaflex, we believe that every interaction with our audience is an opportunity to create magic. Our Viewer Experience (VX) team serves as the frontline of customer engagement, ensuring that viewers receive prompt, personalized, and memorable support across all social media channels. As the Senior Manager, Social Media Customer Support, you will architect and operationalize the integrated social support strategy that powers exceptional customer experiences for our DTC properties, including our streaming services, entertainment brands, and digital platforms.

This is a high-impact leadership role where you will guide tactical implementation across social media support channels, lead a talented team of leaders and individual contributors, and collaborate with cross-functional partners to ensure consistent, brand-appropriate messaging at scale. If you're ready to leverage your expertise in social media customer support to drive meaningful outcomes for both customers and employees, we invite you to apply and become part of the arenaflex family.

What You Will Do

As the Senior Manager, Social Media Customer Support, you will serve as the primary architect and champion of our social support strategy. Your leadership will be instrumental in defining how viewers experience support across our digital ecosystems. Here's what you can expect in this role:

• Strategy Development & Operationalization: Develop and operationalize the comprehensive social support strategy and roadmap, including setting a clear team vision, developing critical metrics and KPIs, designing scalable processes, and establishing achievable team goals across all brand verticals within the DTC portfolio.
• Team Leadership & Development: Lead a team of leaders and individual contributors daily, providing mentorship, guidance, and support to help team members grow professionally while driving DTC's social media support strategy and implementation across a global footprint.
• Process Improvement: Proactively identify weaknesses and gaps in current social support paradigms and drive innovative resolutions to improve operational workflows, enhance efficiency, and elevate the overall viewer experience.
• Cross-Functional Collaboration: Collaborate with senior leaders across the organization to build towards a detailed, seamless customer experience while supporting the greater goals as they pertain to Social Media strategy for all arenaflex brands.
• Brand Voice & Messaging: 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, voice, and cultural sensitivity across all regions.
• Launch Support: 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 from day one.
• Incident Management: 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 to protect brand reputation.
• Reporting & Analysis: Drive implementation of appropriate reporting and analysis while considering the needs of internal and external partners, ensuring data-driven decision making throughout the team.

Basic Qualifications & Skills

To be successful in this role, you'll need a strong foundation in social media management, customer support operations, and team leadership. We looking for candidates who bring:

• Education: Bachelor's degree or Bachelor's of Arts degree, or equivalent relevant professional experience in communications, marketing, customer relations, or a related field.
• Leadership Experience: Minimum 2+ years of experience managing a team, with demonstrated ability to encourage, mentor, and develop team members. Experience leading leaders is a plus.
• Industry Expertise: 5+ years of experience in social media management, online community moderation, or customer support through digital channels, with shown ability to drive business outcomes through online activity.
• Technical Proficiency: Hands-on experience with social media management platforms such as Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, or Sprinklr.
• Strategic Mindset: Consistent track record of developing and operationalizing innovative online social programs that deliver measurable results.
• Platform Knowledge: High proficiency with major social platforms including Twitter (X), Facebook, Instagram, and AppFollow.
• Data Acumen: Proven understanding of which metrics and tools help improve the consumer experience through social channels, with ability to translate data into actionable insights.
• Adaptability: Exhibit a high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance to team members in fast-paced environments.

Preferred Qualifications

While we encourage all qualified candidates to apply, the following qualifications will help you stand out:

• Excellent written and verbal communication skills with the ability to craft compelling, on-brand messaging across diverse channels.
• Experience working within technology, entertainment, or streaming industries with understanding of audience segmentation strategies.
• Proven ability to collaborate effectively with cross-functional teams, including marketing, product, legal, and communications departments.
• Strong sense of accountability with demonstrated ability to take ownership of projects from start to finish, delivering results on time and on budget.
• Positive, engaged approach to challenges with resilience and problem-solving mindset.
• Experience managing crisis communications or high-stakes customer situations in a public forum.
• Background in building and scaling customer support operations from the ground up.

Skills & Competencies for Success

The ideal candidate will bring a unique blend of technical expertise, creative thinking, and leadership capabilities. Here are the key competencies that will drive success in this role:

• Strategic Vision: Ability to see the big picture while executing tactical details, ensuring alignment between team goals and organizational objectives.
• Customer-Centric Mindset: Deep appreciation for the viewer journey and commitment to creating memorable customer interactions that build brand loyalty.
• Social Media Expertise: Comprehensive understanding of social media dynamics, community management best practices, and emerging trends in digital customer support.
• Analytical Thinking: Proficiency in leveraging data and analytics to measure performance, identify trends, and drive continuous improvement.
• Executive Presence: Comfort interfacing with senior leadership and representing the team in high-stakes situations with composure and professionalism.
• Change Management: Ability to lead teams through periods of growth, change, and uncertainty while maintaining morale and productivity.
• Global Awareness: Understanding of cultural nuances and ability to coordinate social support across multiple regions and time zones.

Career Growth & Learning Opportunities

At arenaflex, we invest in the growth and development of our employees. As the Senior Manager, Social Media Customer Support, you will have access to:

• Leadership Development Programs: Comprehensive training and development opportunities designed to enhance your leadership skills and prepare you for future career advancement within the organization.
• Cross-Functional Exposure: Regular collaboration with teams across marketing, product, engineering, and executive leadership, providing broad visibility into how a world-class entertainment company operates.
• Industry-Leading Practices: Opportunity to work with cutting-edge social media management tools and technologies, staying at the forefront of digital customer experience innovation.
• Career Pathways: Clear progression opportunities within the Viewer Experience organization and broader customer support functions, with the potential to move into director-level or VP-level roles as you demonstrate success.
• Continuous Learning: Access to online learning platforms, industry conferences, and professional certification programs to expand your expertise in social media strategy, customer experience, and leadership.

Work Environment & Company Culture

arenaflex fosters a collaborative, innovative, and inclusive work environment where every employee is encouraged to contribute their unique perspectives and ideas. Our Viewer Experience team is known for its agility, creativity, and commitment to excellence. Here's what you can expect:

• Dynamic Team Culture: Join a team of passionate professionals who are dedicated to creating magical experiences for our viewers every single day.
• Inclusive Environment: We believe diverse perspectives make us stronger. arenaflex is committed to creating an inclusive workplace where all employees can thrive.
• Innovation Mindset: We encourage experimentation and innovation, giving you the freedom to test new approaches and implement improvements to how we deliver customer support.
• Work-Life Balance: We value the well-being of our employees and offer flexible work arrangements to support a healthy balance between professional and personal commitments.
• Impactful Work: Your work will directly influence how millions of viewers around the world experience our brands, making this role both challenging and deeply rewarding.

Compensation & Benefits

arenaflex offers a competitive compensation package designed to attract, retain, and reward top talent. The hiring range for this position is $123,000.00 to $165,000.00 per year, with the actual base pay taking into account internal equity and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience, among other factors.

In addition to competitive base pay, arenaflex provides a comprehensive benefits package that includes:

• Annual bonus and/or long-term incentive units
• Full range of medical, dental, and vision coverage
• 401(k) retirement plan with company match
• Paid time off, including vacation, personal days, and holidays
• Parental leave and family support programs
• Employee assistance programs and wellness resources
• Exclusive entertainment perks and discounts
• Professional development reimbursement

Join Our Team

If you're passionate about the intersection of social media, customer experience, and entertainment, we want to hear from you! This is a unique opportunity to lead a critical function within arenaflex's Viewer Experience organization and shape how we connect with our global audience.

At arenaflex, we foster a business culture where ideas and decisions from all people help us grow, innovate, create the best stories, and remain relevant in a rapidly changing world. We welcome all job seekers, including individuals with disabilities and veterans with disabilities. If you require a reasonable accommodation to participate in the application process, please reach out to our accommodations team.

arenaflex is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

Apply today and become part of a team that's redefining what's possible in digital customer experience!