Senior Manager, Social Media Customer Support – Leading arenaflex’s Direct‑to‑Consumer Viewer Experience and Community Engagement

About arenaflex and the Viewer Experience Team

arenaflex is a global leader in entertainment and streaming, delivering unforgettable stories to millions of viewers every day. Our Viewer Experience (VX) team is the heartbeat of the brand, ensuring that every interaction—whether on a streaming platform, a mobile app, or a social channel—feels personal, seamless, and magical. As the entertainment landscape evolves, arenaflex continues to set the standard for how audiences discover, engage with, and love our content. We are looking for a visionary leader to shape the future of social media customer support, turning everyday inquiries into moments of delight.

Why This Role Matters

The Senior Manager, Social Media Customer Support will own the end‑to‑end strategy for all social support channels (Twitter, Facebook, Instagram, and emerging platforms). You will guide a high‑performing team of managers and specialists, partner with product, legal, PR, and engineering groups, and ensure that every viewer receives timely, empathetic, and brand‑aligned assistance. This role sits at the intersection of community building, operational excellence, and brand stewardship—making it a pivotal position for arenaxflex’s continued growth.

Key Responsibilities

Strategic Leadership & Roadmap Development

• Design and execute a multi‑year social support strategy that aligns with arenaflex’s Direct‑to‑Consumer (DTC) vision across all streaming services.
• Define clear, measurable objectives, critical success metrics, and a scalable operating model that can adapt to new markets and emerging platforms.
• Champion a data‑driven culture by implementing robust reporting dashboards, trend analysis, and continuous improvement loops.

Team Management & Development

• Lead a diverse team of managers and individual contributors, providing coaching, mentorship, and career path guidance.
• Foster a collaborative environment where creativity, accountability, and cross‑functional partnership thrive.
• Recruit, onboard, and retain top talent, ensuring the team reflects arenaxflex’s commitment to inclusion and diversity.

Operational Excellence & Process Optimization

• Identify gaps in current social support workflows, develop corrective action plans, and drive operational efficiencies.
• Standardize escalation protocols, knowledge‑base resources, and response templates to reduce resolution times.
• Partner with technology teams to integrate advanced tools (e.g., AI‑driven sentiment analysis, automation bots) into the support stack.

Cross‑Functional Collaboration

• Work closely with senior leaders in product, marketing, legal, and public relations to align social support initiatives with broader business goals.
• Serve as the primary point of contact for executive briefings during high‑impact incidents, coordinating real‑time response across all stakeholder groups.
• Ensure brand voice consistency across all social channels, tailoring tone and messaging to each audience segment while preserving arenaxflex’s core identity.

Launch & Incident Management

• Lead social support planning for new product launches, feature rollouts, and major content releases, guaranteeing a seamless viewer experience from day one.
• Act as the escalation lead during crisis situations, guiding the team through rapid response, root‑cause analysis, and post‑mortem reporting.
• Collaborate with PR and legal teams to craft public statements, ensuring compliance and brand integrity.

Essential Qualifications & Skills

• Education: Bachelor’s degree (or equivalent professional experience) in Business, Communications, or a related field.
• Leadership Experience: Minimum 2 years of experience managing a team of managers or senior individual contributors, with a proven ability to develop high‑performing talent.
• Social Media Expertise: At least 5 years of hands‑on experience in social media support, community moderation, or digital customer service, demonstrating measurable business impact.
• Tool Proficiency: Deep familiarity with leading social media management platforms such as Sprinklr, Hootsuite, Sprout Social, Salesforce Service Cloud, Qualtrics, and emerging analytics tools.
• Strategic Mindset: Demonstrated ability to translate strategic vision into operational roadmaps, set KPIs, and drive results across multiple brand verticals.
• Analytical Acumen: Strong data‑driven decision‑making skills, with experience building dashboards, interpreting sentiment metrics, and optimizing support processes.
• Communication Mastery: Exceptional written and verbal communication skills, capable of crafting clear, brand‑aligned responses under pressure.
• Resilience & Agility: High tolerance for rapid context switching, interruptions, and fast‑paced environments while maintaining productivity and composure.

Preferred Qualifications & Attributes

• Experience in the entertainment, technology, or streaming sectors, with an understanding of how content ecosystems influence consumer behavior.
• Track record of launching or scaling social support operations for global audiences.
• Demonstrated ability to influence cross‑functional partners and drive consensus across diverse stakeholder groups.
• Passion for community building, with a genuine curiosity about how social platforms shape brand perception.
• Proactive problem‑solver who embraces challenges, takes ownership, and celebrates team successes.

Core Skills & Competencies

• Customer‑Centric Thinking: Empathy for the viewer journey and a relentless focus on delivering exceptional experiences.
• Leadership Presence: Ability to inspire confidence, provide clear direction, and act as a trusted advisor to senior leadership.
• Process Design: Expertise in building scalable, repeatable processes that balance efficiency with personalization.
• Technology Savvy: Comfort with integrating AI, automation, and analytics into day‑to‑day support operations.
• Collaboration: Strong partnership skills, fostering alignment across product, marketing, legal, and engineering teams.
• Strategic Communication: Ability to craft messaging that resonates with varied audiences while protecting brand integrity.

Career Growth & Learning Opportunities

At arenaflex, leadership is a journey, not a destination. In this role you will:

• Gain visibility with C‑level executives and influence company‑wide social strategy.
• Lead initiatives that directly impact millions of viewers worldwide, building a portfolio of high‑impact projects.
• Access continuous learning resources, including executive coaching, industry conferences, and internal training programs focused on digital transformation.
• Position yourself for future senior leadership roles such as Director of Global Customer Experience or VP of Community Operations.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that reflects the importance of this role:

• Base salary range aligned with market benchmarks for senior social support leaders.
• Performance‑based annual bonus and long‑term incentive opportunities.
• Comprehensive health, dental, and vision plans, including wellness stipends and mental‑health resources.
• Generous paid time off, parental leave, and flexible work arrangements (including hybrid and remote options).
• Retirement savings plans with company matching, tuition reimbursement, and professional development budgets.
• Access to exclusive arenaflex entertainment content, employee discounts, and community‑building events.

Work Environment & Culture at arenaflex

Our culture is built on storytelling, creativity, and a deep respect for the audience. We celebrate diversity, encourage curiosity, and empower every employee to bring their authentic self to work. As part of the Viewer Experience team you will:

• Collaborate in an inclusive, fast‑moving environment where ideas are heard and acted upon.
• Work alongside passionate professionals who share a love for entertainment and technology.
• Benefit from a transparent leadership style that values feedback, mentorship, and continuous improvement.
• Enjoy a workplace that balances high performance with well‑being, offering spaces for both focused work and creative brainstorming.

Equal Opportunity & Accessibility

arenaflex is an equal opportunity employer. We celebrate the unique perspectives that each employee brings and are committed to providing an accessible hiring process. If you require accommodations during the application or interview process, please let us know, and we will work with you to ensure a smooth experience.

Ready to Join arenaflex?

If you are a strategic thinker with a passion for social media, a track record of building world‑class support teams, and a desire to shape the future of viewer experiences, we want to hear from you. Apply today and become a catalyst for unforgettable moments across arenaflex’s global audience.

Apply Now