Senior Manager – Social Media Customer Support & Community Experience Leadership (Direct‑to‑Consumer Platforms)

About arenaflex and the Opportunity

arenaflex is a global leader in entertainment and streaming experiences, delivering beloved stories and innovative digital services to millions of viewers worldwide. Our Viewer Experience (VX) team is dedicated to turning every interaction into a memorable moment, and we are expanding our social media support function to keep pace with the rapid growth of direct‑to‑consumer (DTC) platforms such as arenaflex+, STAR+, Hulu, and a suite of immersive brand experiences. We are looking for a visionary Senior Manager to architect, execute, and continuously improve our social media customer support strategy across multiple channels, ensuring that fans receive timely, empathetic, and brand‑consistent assistance.

Why This Role Matters

In today’s hyper‑connected world, social media is the front line of customer service. The Senior Manager, Social Media Customer Support, will be the champion of the viewer journey, turning social conversations into opportunities to deepen loyalty, resolve issues swiftly, and showcase arenaflex’s commitment to excellence. This role sits at the intersection of community management, operations, analytics, and cross‑functional collaboration, offering a unique platform to influence both the customer experience and the internal culture of support excellence.

Key Responsibilities

Strategic Leadership & Roadmap Development

• Define and own the social support strategy for all arenaflex DTC brands, creating a multi‑year roadmap that aligns with business goals and brand voice.
• Establish clear, measurable objectives and key results (OKRs) that drive team performance and continuous improvement.
• Design scalable processes, escalation paths, and governance models that support a global footprint.
• Implement robust reporting frameworks, delivering actionable insights to senior leadership and partner teams.

Team Management & Development

• Lead a high‑performing team of managers and individual contributors, fostering a culture of empowerment, accountability, and growth.
• Mentor emerging leaders, providing coaching, career pathing, and regular feedback to build a pipeline of future talent.
• Recruit, onboard, and retain top social support professionals, ensuring diversity of thought and experience.
• Champion best‑practice sharing across regional hubs to maintain consistency while respecting local nuances.

Operational Excellence & Process Optimization

• Identify gaps in current social support workflows, conduct root‑cause analyses, and drive rapid remediation.
• Collaborate with product, engineering, and analytics teams to integrate automation, AI‑driven triage, and knowledge‑base enhancements.
• Oversee the creation and maintenance of a comprehensive social media playbook that outlines tone, response guidelines, and escalation criteria for each brand.
• Ensure compliance with legal, privacy, and regulatory standards in all social interactions.

Cross‑Functional Collaboration & Go‑to‑Market Execution

• Partner with senior leaders across Marketing, PR, Legal, Product, and Engineering to align social support with broader brand initiatives.
• Serve as the primary point of contact for high‑impact incidents, coordinating executive briefings and real‑time response across teams.
• Lead social support involvement in product launches, feature rollouts, and major promotional events, guaranteeing seamless customer communication.
• Work closely with external agencies and technology vendors to ensure platform stability and optimal tool utilization.

Essential Qualifications

• Education: Bachelor’s degree (BS/BA) or equivalent professional experience.
• Leadership Experience: Minimum 2 years managing a team of managers or senior individual contributors, with a proven ability to develop talent.
• Social Media Expertise: At least 5 years of hands‑on experience in social media or online community moderation, demonstrating measurable business impact.
• Tool Proficiency: Deep familiarity with social media management platforms such as Salesforce Service Cloud, Sprout Social, Hootsuite, ListenFirst, Qualtrics, Sprinklr, or comparable solutions.
• Strategic Execution: Track record of designing and operationalizing innovative social support programs that improve key metrics (e.g., response time, CSAT, sentiment).
• Platform Savvy: Strong understanding of Twitter, Facebook, Instagram, and emerging channels like AppFollow.
• Analytical Acumen: Ability to select, interpret, and act on metrics that drive a superior consumer experience.
• Adaptability: High tolerance for rapid context switching, interruptions, and evolving priorities while maintaining productivity and clear guidance.

Preferred Qualifications

• Exceptional written and verbal communication skills, with the ability to craft brand‑aligned messaging under pressure.
• Experience in technology, entertainment, or media sectors, especially with audience segmentation and personalization.
• Demonstrated success collaborating across functional teams to deliver integrated solutions.
• Strong sense of ownership, taking projects from concept through execution and post‑launch analysis.
• Positive, proactive attitude toward solving complex challenges and driving continuous improvement.

Core Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for the viewer journey and a passion for turning social interactions into delightful experiences.
• Strategic Thinking: Ability to see the big picture while executing detailed tactical plans.
• Data‑Driven Decision Making: Proficiency in interpreting dashboards, sentiment analysis, and performance metrics to inform strategy.
• Leadership Presence: Confidence to act as the escalation point, influence senior stakeholders, and guide teams through ambiguity.
• Collaboration & Influence: Skilled at building consensus across diverse groups, including legal, PR, product, and external partners.
• Technology Fluency: Comfort with emerging social tools, AI‑enabled triage, and integration of support platforms with broader CX ecosystems.
• Change Management: Experience leading process transformations and driving adoption of new workflows.

Career Growth & Learning Opportunities

At arenaflex, the Senior Manager role is a gateway to senior leadership positions within the global CX organization. Successful candidates will gain exposure to:

• Executive‑level decision making and strategic planning for a portfolio of high‑visibility brands.
• Cross‑regional collaboration, offering insights into international market dynamics and cultural nuances.
• Advanced analytics and AI initiatives that shape the future of social support automation.
• Leadership development programs, mentorship from industry veterans, and sponsorship for relevant certifications (e.g., Certified Customer Experience Professional, Social Media Strategy).
• Opportunities to transition into broader operational roles, such as Director of Customer Experience or VP of Community Engagement.

Work Environment & Culture at arenaflex

arenaflex fosters an inclusive, innovative, and collaborative environment where creativity meets operational excellence. Our teams work in a hybrid model, blending the flexibility of remote work with vibrant in‑office collaboration spaces designed for brainstorming and rapid problem‑solving. The culture emphasizes:

• Inclusivity: A commitment to diverse perspectives, ensuring every voice is heard and valued.
• Innovation: Encouragement to experiment with new tools, processes, and ideas that enhance the viewer experience.
• Well‑Being: Comprehensive wellness programs, flexible schedules, and resources that support mental and physical health.
• Community Impact: Opportunities to contribute to social responsibility initiatives and community outreach programs.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While exact figures vary by location and experience, the compensation structure typically includes:

• Base salary aligned with market benchmarks for senior leadership roles.
• 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 holiday policies.
• Professional development budget, tuition reimbursement, and access to internal learning platforms.
• Employee discounts on arenaflex streaming services, merchandise, and partner offerings.
• Wellness resources, including mental‑health counseling, fitness subsidies, and ergonomic home‑office support.

Commitment to Equal Opportunity & Accessibility

arenaflex is an equal‑opportunity employer. We celebrate diversity and are dedicated to creating an inclusive workplace where all individuals—regardless of race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status—can thrive. If you require a reasonable accommodation to apply for this role, please email [email protected]. We will respond to requests related to the accessibility of the application process.

Apply Today and Shape the Future of Social Support at arenaflex

If you are passionate about turning social conversations into extraordinary customer experiences, thrive in a fast‑paced, collaborative environment, and are ready to lead a talented team toward new heights, we want to hear from you. Join arenaflex and help us craft the next chapter of storytelling, where every viewer feels heard, valued, and delighted.

Apply Job!