Join blithequark's Viewer Experience (VX) Team: Revolutionizing Customer Support in the Digital Age
At blithequark, we're at the forefront of innovation, pushing the boundaries of what's possible in the entertainment and technology industries. As a leader in the Direct-to-Consumer (DTC) space with a portfolio of iconic brands, we're committed to delivering extraordinary experiences for our customers and employees alike. Our Viewer Experience (VX) team is dedicated to ensuring that our viewers have seamless interactions with our brands across all touchpoints, including social media. We're now seeking an experienced Senior Manager, Social Media Customer Support to architect our integrated social media support strategy and lead our team to new heights.
About the Role & Team
As the Senior Manager, Social Media Customer Support at blithequark, you will be the driving force behind our social media customer support strategy, guiding our team across multiple brands and platforms, including Disney+, STAR+, Hulu, and more. You'll be responsible for developing and operationalizing our social support strategy, leading a team of leaders and individual contributors, and collaborating with cross-functional teams to elevate the viewer experience. If you're passionate about creating exceptional customer experiences and have a deep understanding of social media dynamics, this role is your opportunity to shine.
Key Responsibilities
- Develop and operationalize the social support strategy and roadmap, including setting team vision, critical metrics, and scalable processes.
- Lead a team of leaders and individual contributors daily, 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 messaged with the 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.
Essential Qualifications & Skills
To succeed in this role, you'll need:
- A BS/BA degree or relevant professional experience.
- 2+ years of experience managing a team, with the ability to encourage and develop team members; experience leading leaders is a plus.
- 5+ years of 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, such as Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, or Sprinklr.
- A consistent track record of developing and operationalizing innovative online social programs.
- High proficiency in Twitter, Facebook, Instagram, and AppFollow is a plus.
- A proven understanding of which metrics and tools help improve the consumer experience through social channels.
- A high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance.
Preferred Qualifications
To stand out, you'll ideally have:
- Excellent written and verbal communication skills.
- Experience in the technology and entertainment industries, with a knack for segmenting consumer audiences.
- The ability to collaborate effectively with cross-functional teams.
- A strong sense of accountability, taking ownership of projects from start to finish.
- A positive and engaged approach to challenges.
Career Growth Opportunities and Learning Benefits
At blithequark, we're committed to the growth and development of our employees. As a Senior Manager, Social Media Customer Support, you'll have the opportunity to:
- Develop your leadership skills, guiding a team of leaders and individual contributors.
- Expand your knowledge of social media dynamics and customer support strategies.
- Collaborate with cross-functional teams to drive business outcomes.
- Stay at the forefront of industry trends, leveraging the latest tools and technologies.
Work Environment and Company Culture
blithequark is an equal opportunity employer that values diversity and inclusion. Our culture is built on a foundation of innovation, creativity, and teamwork. We offer a dynamic work environment that encourages collaboration, learning, and growth. As an employee, you'll enjoy a range of benefits, including:
- A competitive compensation package, including a bonus and/or long-term incentive units.
- A comprehensive benefits program, covering medical, financial, and other needs.
- Opportunities for career growth and professional development.
- A culture that values work-life balance and employee well-being.
Compensation and Benefits
The hiring range for this position is $123,000.00 to $165,000.00 per year, depending on your location, experience, and other factors. In addition to your base salary, you'll be eligible for a bonus and/or long-term incentive units, as well as a comprehensive benefits package.
Join Our Team
If you're a passionate and experienced leader with a deep understanding of social media customer support, we want to hear from you. At blithequark, we're committed to creating exceptional experiences for our customers and employees. As a Senior Manager, Social Media Customer Support, you'll play a critical role in shaping our social media strategy and driving business outcomes. Apply now to join our team and be part of a dynamic organization that's pushing the boundaries of what's possible.
blithequark is an equal opportunity employer, welcoming all job seekers, including individuals with disabilities and veterans with disabilities. If you require a reasonable accommodation to search for a job opening or apply for a position, please email [email protected] with your request.
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