Sr Manager, Social Media Customer Support
Job description
About the Role & TeamDisney’s Viewer Experience (VX) team is seeking an experienced Sr. Manager, Social Media Customer Support who will be an outstanding addition to our team. As the Sr. Manager, Social Media Customer Support, you will architect the integrated strategy and guide tactical implementation across social media support channels (Twitter, Facebook, AppFollow) for DTC (Direct to Consumer) including: Disney+, STAR+, Hulu, Disney Moves Anywhere, Disney Movie Insiders, Disney Entertainment Brands (ABC, ABC News, DisneyNOW, Freeform, FXNOW, Nat Geo TV, Nat Geo Magazine and Disney Games! Leading 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. The right person for this role will have passion for the viewer journey (customer support) in the social media arena and be proficient in developing and maturing a team individually and collectively. If you are someone with deep appreciation of the power of social communities and a passion for creating extraordinary experiences for customers and employees, then this is an excellent role for you!
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What You Will Do
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 Disney 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 poc for executive briefings while guiding social response in concert with Executive, PR, and Legal guidance.
Basic 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
Disability accommodation for employment applications
The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome 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, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.
The Walt Disney Company 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. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.
The hiring range for this position in CA is $123,000.00 to $165,000.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.
