Senior Manager Global Social Media Customer Support Strategy & Community

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About arenaflex and the Viewer Experience Team

arenaflex is a worldrenowned leader in entertainment, technology, and storytelling, delivering immersive experiences to millions of viewers every day. Our Viewer Experience (VX) team is the heartbeat of the brand, ensuring that every interactionwhether on a streaming platform, a mobile app, or a social channelfeels personal, seamless, and memorable. As the industry continues to evolve, arenaflex is expanding its directtoconsumer (DTC) portfolio, which includes flagship services such as arenaflex+, arenaflex STAR+, arenaflex Stream, arenaflex Moves Anywhere, and a suite of interactive entertainment brands. We are seeking a visionary Senior Manager to shape and execute the social media customer support strategy that powers these experiences.

Why This Role Matters

In todays hyperconnected world, social media is the front line of customer service, brand advocacy, and community building. The Senior Manager, Social Media Customer Support will architect an integrated, datadriven support framework across platforms like Twitter, Facebook, Instagram, and specialized monitoring tools. You will lead a highperforming team of managers and individual contributors, championing a culture of rapid problem resolution, proactive engagement, and continuous improvement. Your work will directly influence the satisfaction and loyalty of arenaflexs global audience, shaping the narrative of how fans experience our content and services.

Key Responsibilities

Strategic Leadership & Roadmap Development

Design and operationalize a comprehensive social support strategy that aligns with arenaflexs DTC objectives and brand voice.

Set a clear vision for the social support team, establishing measurable KPIs, critical metrics, and scalable processes that drive performance across all brand verticals.

Develop a multiyear roadmap that balances shortterm tactical execution with longterm innovation, ensuring the team remains ahead of emerging social trends.

Team Management & Development

Lead a diverse group of managers and frontline agents, providing coaching, mentorship, and career development pathways.

Foster a collaborative environment where team members feel empowered to experiment, share ideas, and take ownership of outcomes.

Implement robust performance review cycles, leveraging datadriven feedback to continuously elevate team capabilities.

Operational Excellence & Process Optimization

Identify gaps and inefficiencies in current social support workflows; design and implement solutions that improve response times, resolution rates, and overall viewer satisfaction.

Partner with crossfunctional stakeholdersincluding Product, Marketing, Legal, and PRto ensure alignment on messaging, tone, and escalation protocols.

Oversee the deployment of reporting dashboards and analytics tools that provide realtime insight into support volume, sentiment trends, and emerging issues.

CrossFunctional Collaboration & GotoMarket Execution

Collaborate with senior leaders to embed social support considerations into product launches, feature rollouts, and major marketing campaigns.

Serve as the primary point of contact for incident management during highimpact events, coordinating executive briefings and guiding the social response in partnership with Legal and Communications teams.

Ensure global consistency in brand voice while allowing regional flexibility to address local audience nuances.

Community Advocacy & Innovation

Champion the power of social communities by developing programs that turn casual viewers into brand advocates.

Leverage emerging platforms and tools (e.g., AIdriven sentiment analysis, chatbots, and community moderation suites) to enhance the viewer journey.

Drive continuous learning initiatives that keep the team abreast of the latest social media trends, platform updates, and best practices.

Essential Qualifications & Skills

Education: Bachelors degree (BS/BA) or equivalent professional experience.

Leadership Experience: Minimum 2years of experience managing a team of managers or senior individual contributors, with a proven ability to develop talent and foster highperforming cultures.

Social Media Expertise: At least 5years of handson experience in social media or online community moderation, demonstrating a track record of driving business outcomes through strategic engagement.

Tool Proficiency: Deep familiarity with social media management platforms such as Salesforce Service Cloud, Sprout Social, Hootsuite, ListenFirst, Qualtrics, and Sprinklr.

MetricsDriven Mindset: Ability to define, track, and interpret key performance indicators that improve the consumer experience across social channels.

Platform Savvy: Strong understanding of Twitter, Facebook, Instagram, and emerging platforms; experience with AppFollow or similar monitoring tools is a plus.

Adaptability: High tolerance for rapid context ```