Manager, Social Media Customer Support
Manager, Social Media Customer Support
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
$ 103500 - 138800
1 Vacancy
Job Description
Job Posting Title:
Manager Social Media Customer SupportReq ID:
Job Description:
Disney Direct to Consumer (DTC) includes premium streaming services with Hulu a premium streaming service that offers premium originals current season TV a massive library of hit series and movies and live television and Disney is the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars Marvel Pixar Disney and NatGeo. Our DTC team is looking for hardworking team-players to join the Viewer Experience team who will thrive upon the legacy of Disney and Hulu embrace unconventional thinking and who are passionate about contributing to The Walt Disney Companys direct-to-consumer (DTC) experience through strategic hard work and determination.
Disneys Viewer Experience Team is seeking a passionate and experienced Manager Social Media Customer Support to oversee operations across social media support channels (Twitter Facebook AppFollow) for Direct-to-Consumer (DTC) platforms including Hulu and Disney. The ideal candidate will be highly knowledgeable in social media engagement moderation strategies possess a strong passion for the viewer journey in the social media space and have experience in reporting and performance analysis.
As the Manager of Social Media Customer Support you will lead a team of Social Media Moderators Specialists and outsourced agents ensuring high-level performance from contracted agents and our in-house team through quality and performance management. You will be responsible for analyzing performance data overseeing our brand presence and ensuring the consistent representation of our brand voice across all public-facing interactions. The role also involves close collaboration with cross-functional teams including BPO partners to ensure continued accountability for key performance metrics and identifying opportunities for operational improvements.
*This role is on-site in Santa Monica CA
What Youll Do:
Lead and motivate a team of Social Media Moderators Specialists and external partners
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 Disney
Manage team schedules shift bids and coverage to meet business needs
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 Disneys 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.
Other duties as assigned to meet the evolving needs of the team and business.
What Youll Need:
Bachelors 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 (ex: 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 etc.)
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
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 to search for a job opening or apply for a position email 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 $103500.00 to $138800.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidates 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.Job Posting Segment:
Direct to ConsumerJob Posting Primary Business:
Viewer ExperiencePrimary Job Posting Category:
Fan RelationsEmployment Type:
Full timePrimary City State Region Postal Code:
Santa Monica CA USAAlternate City State Region Postal Code:
Date Posted:
Required Experience:
Manager
Employment Type
Full-Time
