Sr Manager, Social Media Customer Support

About the Role & Team Disney’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. Remote Data Entry, No Experience, $40/hr, Part-Time
Virtual Assistant, $45/hr, Remote, No Experience, Night Job
Entry-Level Remote Data Entry, $50/hr, Evening Job
Customer Support, No Degree, $40/hr, Remote, Weekend Job
Remote Phone Job, $42/hr, Part-Time, College Student Friendly
Virtual Assistant, $40/hr, Remote, No Degree, Night Job
Part-Time Data Entry, $45/hr, Remote, College Student Friendly
Remote Moderator, No Degree, $50/hr, Evening, Weekend Job
Remote Customer Support, $42/hr, Night Job, No Experience
Live Chat Support, $40/hr, Remote, Entry Level, Part-Time
Virtual Assistant, Remote, $42/hr, Weekend, No Experience
Remote Data Entry, $45/hr, No Degree, Night Shift
Part-Time Customer Support, $40/hr, Remote, College Student
Remote Live Chat, $50/hr, Part-Time, Evening/Night Job
Entry Level Phone Job, $42/hr, Remote, No Degree Required
Weekend Data Entry, $45/hr, Remote, No Experience
Remote Virtual Assistant, $40/hr, Evening, Part-Time Job
Remote Moderator, $42/hr, Part-Time, Weekend, No Degree
Data Entry, $45/hr, Remote, Night Shift, College Student Job
Phone Support, Remote, $50/hr, No Experience, Part-Time
Virtual Assistant, No Experience, $42/hr, Remote, Weekend
Remote Customer Support, $45/hr, Part-Time, College Student
Data Entry, Remote, $40/hr, Night Shift, No Degree
Evening Virtual Assistant, Remote, $45/hr, No Experience
Weekend Customer Support, $42/hr, Remote, College Student
Remote Data Entry, $50/hr, No Experience, Evening/Night Job
Virtual Assistant, $42/hr, Remote, Weekend, Entry Level
Remote Phone Support, $45/hr, Evening, No Experience Required
Data Entry, No Experience, $50/hr, Remote, College Student
Remote Moderator, $40/hr, Weekend, No Degree, Part-Time
Live Chat Support, Remote, $42/hr, Night Shift, College Student
Phone Job, $50/hr, Remote, No Degree, Part-Time, Weekend
Data Entry, $45/hr, Remote, Evening, No Experience Required
Virtual Assistant, No Experience, $42/hr, Remote, Part-Time
Remote Customer Support, $50/hr, Night Shift, No Degree
Remote Data Entry, $40/hr, College Student Friendly, Part-Time
Live Chat Support, $42/hr, Weekend, Remote, No Degree
Virtual Assistant, Remote, $45/hr, Evening, No Experience
Remote Phone Job, $50/hr, College Student, Night Shift
Remote Moderator, $42/hr, Weekend, No Experience Required
Data Entry, No Degree, $45/hr, Part-Time, Remote Job
Customer Support, $50/hr, Remote, Evening/Night Job, No Degree
Virtual Assistant, $42/hr, Remote, Weekend, No Degree
Remote Live Chat, $45/hr, College Student, No Experience
Remote Data Entry, $40/hr, Part-Time, No Degree Required
Phone Support, $50/hr, Weekend, Remote, No Experience
Virtual Assistant, $42/hr, Evening, Remote, No Degree
Remote Customer Support, $45/hr, No Experience, Part-Time
Data Entry, $50/hr, Night Job, No Degree, Remote
Remote Moderator, $40/hr, College Student Friendly, Part-Time
Virtual Assistant, Remote, $42/hr, Weekend, No Experience
Remote Phone Job, $45/hr, Part-Time, No Degree Required
Customer Support, $50/hr, Night Job, Remote, No Experience
Data Entry, Remote, $42/hr, Evening Job, No Degree
Live Chat Support, $45/hr, Weekend, Remote, College Student
Virtual Assistant, Remote, $50/hr, Part-Time, Night Shift
Data Entry, $40/hr, No Experience, Remote, Weekend Job
Remote Phone Job, $45/hr, No Degree, College Student Friendly
Customer Support, $42/hr, Remote, Evening, No Experience
Virtual Assistant, $50/hr, Weekend, No Degree, Remote
Remote Data Entry, $40/hr, Part-Time, College Student Job
Phone Support, Remote, $42/hr, Evening/Night Shift
Virtual Assistant, No Degree, $45/hr, Remote, Part-Time
Live Chat Support, $50/hr, Remote, No Experience Required
Remote Moderator, $42/hr, College Student, Weekend Job
Data Entry, $45/hr, Remote, Night Job, No Degree
Virtual Assistant, $50/hr, Remote, Part-Time, Evening Job
Remote Customer Support, $42/hr, Weekend, No Experience
Phone Job, $45/hr, Remote, Night Shift, No Degree
Remote Live Chat, $50/hr, College Student, No Experience
Data Entry, $40/hr, Part-Time, Remote, Weekend Job
Virtual Assistant, $42/hr, Remote, No Experience, Evening
Remote Phone Support, $45/hr, Night Job, College Student
Remote Moderator, $50/hr, No Degree, Weekend, Part-Time
Virtual Assistant, $40/hr, Remote, Night Shift, No Experience
Customer Support, $42/hr, Remote, Part-Time, No Degree
Remote Data Entry, $45/hr, Weekend Job, College Student
Phone Support, Remote, $50/hr, No Experience, Night Shift
Virtual Assistant, $42/hr, Evening, Remote, College Student
Virtual Assistant, $40/hr, Weekend, Remote, No Experience
Remote Phone Job, $42/hr, Night Shift, College Student Friendly
Remote Customer Support, $45/hr, No Degree, Evening Job
Virtual Assistant, $50/hr, Part-Time, Remote, Weekend Job
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! 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.
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