Job Description
At arenaflex, we're revolutionizing the way people engage with our premium streaming services, including Hulu and Disney+. As a leader in the direct-to-consumer (DTC) space, we're committed to delivering exceptional experiences to our viewers through innovative technology, captivating content, and unparalleled customer support. We're seeking a highly skilled and passionate Social Care Manager to join our Viewer Experience team, where you'll play a critical role in shaping the future of arenaflex's DTC experience. **About arenaflex** arenaflex is a global leader in the entertainment industry, with a rich legacy of creating unforgettable experiences for audiences around the world. Our DTC team is dedicated to providing a seamless and engaging experience for our viewers, and we're looking for talented individuals who share our passion for innovation, creativity, and customer satisfaction. **Job Summary** We're seeking an experienced Social Care Manager to lead our social media support channels, including Twitter, Facebook, and AppFollow, for our DTC platforms, Hulu and Disney+. As a key member of our Viewer Experience team, you'll be responsible for overseeing the performance of our social media moderators, specialists, and outsourced agents, ensuring high-level performance and quality management. You'll analyze performance data, collaborate with cross-functional teams, and identify opportunities for operational improvements to drive business growth and customer satisfaction. **Key Responsibilities** * Lead and motivate a team of Social Media Moderators, Specialists, and external partners to deliver exceptional customer experiences across social media channels * Conduct one-on-ones with direct reports to track progress, provide feedback, and support professional growth * Manage social quality assurance programs to measure and improve the performance of internal and external teams * Enforce key performance metrics, including service levels, agent/operational productivity, and response times across Hulu and Disney+ * Build and manage relationships with third-party technology partners to ensure platform updates and improvements are in sync with social support needs * Provide guidance to moderators and agents during difficult customer interactions and high-pressure scenarios (e.g., outages, live events) * Ensure that Hulu and Disney+'s tone and voice are consistently reflected in all social media interactions, especially during crisis moments * Support proactive posting strategies during outages, live events, and other company events to ensure clear communication with viewers * Use data to drive decisions and continuously enhance the customer experience through social channels **What You'll Need** * Bachelor's degree or equivalent professional experience * 3 years' experience managing a team, with a proven ability to inspire and develop team members * 5+ years' experience in social media customer support or a related field * Experience in social quality management processes and tools to assess and improve service quality * Experience using social tooling (e.g., Sprout, Sprinklr, Social Studio) and analytics systems to measure and improve the customer experience * Experience in reporting, data analysis, and the use of reporting tools (e.g., Tableau, Adobe Analytics) * Flexibility to support business needs during live TV events, outages, and crisis scenarios, which may include evenings and weekends * Ability to analyze performance data and implement process improvements **Nice-to-Haves** * Proven experience managing remote teams and/or international teams * Experience defining and measuring individual and team-based performance for customer service organizations * Proficiency in Microsoft Outlook, JIRA, Salesforce, Google Sheets/Docs, and Airtable * Ability to thrive in a fast-paced, ever-evolving environment * Strong customer empathy and a passion for delivering exceptional experiences via social media * A proactive problem solver with a strategic mindset * Content creation experience * Bilingual or multilingual **What We Offer** * Competitive salary range: $103,500.00 to $138,800.00 per year (base pay may vary depending on location, job-related knowledge, skills, and experience) * 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 * Opportunity to work with a global leader in the entertainment industry * Collaborative and dynamic work environment * Professional growth and development opportunities **How to Apply** If you're passionate about delivering exceptional customer experiences and want to join a team that's shaping the future of entertainment, apply now! Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply for this job