Experienced Senior Manager, Social Media Customer Support – Leading Cross-Functional Teams and Developing Innovative Online Social Programs for Enhanced Viewer Experience

Introduction to blithequark

At blithequark, we are passionate about creating extraordinary experiences for our customers and employees through the power of social communities. As a leader in the entertainment industry, we recognize the importance of social media in shaping the viewer journey and are committed to delivering exceptional customer support across all our brand verticals. Our Viewer Experience (VX) team is dedicated to architecting integrated strategies and guiding tactical implementations across social media support channels, and we are now seeking an experienced Senior Manager, Social Media Customer Support to join our team.

About the Role

As the Senior Manager, Social Media Customer Support at blithequark, you will play a critical role in developing and operationalizing our social support strategy and roadmap. You will lead a team of leaders and individual contributors, guiding our social media support strategy and implementation across a global footprint. Your expertise will be instrumental in driving business outcomes through online activity, improving operational workflows, and enhancing the viewer experience. You will collaborate with senior leaders cross-functionally to build towards a detailed customer experience, supporting the greater goals of our Social Media strategy for all blithequark brands.

Key Responsibilities

• Develop and operationalize the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, and achieving team goals across all brand verticals.
• Lead a team of leaders and individual contributors, guiding our 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, supporting the greater goals of our 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 being 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 and guiding social response in concert with Executive, PR, and Legal guidance.

Essential Qualifications and Skills

To be successful in this role, you will 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; 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, and Sprinklr.
• A consistent track record of developing and operationalizing innovative online social programs.
• High savvy related to Twitter, Facebook, Instagram, and AppFollow.
• A 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

In addition to the essential qualifications, we are looking for candidates with:

• 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.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Senior Manager, Social Media Customer Support, you will have access to a range of training and development opportunities, including:

• Leadership development programs to enhance your management skills.
• Training on the latest social media management platforms and tools.
• Opportunities to work on high-impact projects and collaborate with cross-functional teams.
• A culture that encourages innovation, creativity, and experimentation.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and inclusive work environment. Our company culture is built on the values of:

• Collaboration and teamwork.
• Innovation and creativity.
• Accountability and ownership.
• Diversity, equity, and inclusion.

We believe that our employees are our greatest asset, and we are committed to providing a work environment that is supportive, inclusive, and empowering.

Compensation, Perks, and Benefits

As a Senior Manager, Social Media Customer Support at blithequark, you can expect a competitive compensation package, including:

• A salary range of $123,000 to $165,000 per year, depending on experience and location.
• A bonus and/or long-term incentive units.
• A comprehensive benefits package, including medical, financial, and other benefits.
• Access to a range of perks, including employee discounts, wellness programs, and social events.

Conclusion

If you are a motivated and experienced social media professional looking for a new challenge, we encourage you to apply for the Senior Manager, Social Media Customer Support role at blithequark. With your passion for creating extraordinary experiences for customers and employees, and your expertise in developing and operationalizing innovative online social programs, you will be an invaluable addition to our team. Join us in our mission to deliver exceptional customer support and shape the future of social media in the entertainment industry.