Senior Manager of Social Media Customer Support – Global Viewer Experience & Digital Engagement Strategy
About arenaflex and the Opportunity
arenaflex is a forward-thinking, customer-obsessed organization at the forefront of digital entertainment and direct-to-consumer innovation. We are reimagining how audiences around the world connect with the content they love — from blockbuster films and binge-worthy series to immersive gaming experiences and streaming platforms. Our Viewer Experience (VX) division is the heartbeat of that mission, ensuring every fan feels heard, valued, and delighted across every digital touchpoint.
We are seeking a visionary Senior Manager of Social Media Customer Support to architect, lead, and elevate our global social support strategy. This is not a typical social media role — it is a leadership opportunity to shape how millions of viewers experience arenaflex's portfolio of beloved brands through platforms like Twitter, Facebook, Instagram, and AppFollow. If you are passionate about the intersection of community, technology, storytelling, and customer care, this role is your stage to make a meaningful impact at scale.
What You Will Do: Key Responsibilities
As the Senior Manager of Social Media Customer Support, you will own the strategic and operational direction of arenaflex's social support ecosystem across all direct-to-consumer brands. Your responsibilities will include, but are not limited to:
- Strategic Vision & Roadmap Development: Design, develop, and operationalize a comprehensive social support strategy and roadmap that aligns with arenaflex's broader customer experience objectives. Set a bold team vision, define critical success metrics, and establish scalable processes that drive measurable outcomes across all brand verticals.
- Leadership & People Development: Lead, mentor, and inspire a team of leaders and individual contributors across a global footprint. Cultivate a culture of excellence, accountability, and continuous growth — coaching rising leaders and guiding your team to achieve ambitious goals.
- Operational Excellence: Proactively identify gaps, inefficiencies, and weaknesses in existing social support paradigms. Drive resolutions that improve workflows, reduce friction, and elevate the viewer experience at every stage of the customer journey.
- Cross-Functional Collaboration: Partner with senior leaders across Product, Marketing, PR, Legal, and Executive teams to build a cohesive, end-to-end customer experience. Ensure social media strategy supports the greater business goals for all arenaflex brands.
- Global Brand Stewardship: Work closely with collaborators to ensure alignment and approval of strategy, tone, and voice for global social teams. Guarantee that each arenaflex brand is messaged authentically, consistently, and with the appropriate cultural nuance.
- Go-to-Market & Product Launch Support: Lead and guide social media presence during major product launches, go-to-market campaigns, and brand initiatives. Ensure the social support function is fully prepared and represented throughout every launch cycle.
- Incident Management & Executive Communication: Serve as the primary point of contact during high-impact scenarios. Lead incident response efforts in concert with Executive, PR, and Legal guidance, providing executive briefings and guiding real-time social responses with precision and composure.
- Data-Driven Reporting & Analysis: Drive the implementation of appropriate reporting frameworks and analytical tools. Translate insights into actionable recommendations that improve operational performance and the consumer experience.
- Third-Party Partnership Management: Serve as the primary point of contact for the VX Social team across cross-team collaborators and 3rd party partners, ensuring seamless coordination and strategic alignment.
Essential Qualifications & Foundational Skills
To thrive in this role, candidates should bring a robust combination of education, experience, and technical fluency:
- Educational Background: Bachelor's degree (BS/BA) or equivalent relevant professional experience.
- People Leadership: A minimum of 2+ years of experience managing high-performing teams, with a demonstrated ability to encourage, develop, and elevate team members. Experience leading leaders is strongly preferred.
- Social Media Expertise: 5+ years of experience in social media or online community moderation, with a proven track record of driving business outcomes through digital engagement.
- Platform Proficiency: Hands-on experience with social media management platforms such as Salesforce (Service Cloud), Sprout Social, Hootsuite, Listenfirst, Qualtrics, or Sprinklr.
- Innovation Mindset: A consistent track record of developing and operationalizing innovative online social programs that deliver measurable impact.
- Platform Savvy: Deep familiarity with Twitter, Facebook, Instagram, and AppFollow, with the ability to leverage each platform's unique strengths for customer engagement.
- Metrics & Tool Fluency: Proven understanding of which metrics, KPIs, and analytical tools best improve the consumer experience through social channels.
- Adaptability & Resilience: A high tolerance for context switching, interruptions, and fast-paced environments, with the ability to remain productive and provide effective guidance under pressure.
Preferred Qualifications & Differentiators
Beyond the essentials, the following attributes will set exceptional candidates apart:
- Exceptional Communication Skills: Outstanding written and verbal communication abilities, with a knack for crafting clear, empathetic, and brand-aligned messaging.
- Industry Acumen: Experience in the technology, entertainment, or media industries, with a deep understanding of how to segment and engage diverse consumer audiences.
- Cross-Functional Collaboration: A demonstrated ability to work effectively across multiple teams, departments, and geographies, fostering trust and shared success.
- Ownership & Accountability: A strong sense of ownership, with a commitment to driving projects from conception through successful completion.
- Positive, Solutions-Oriented Attitude: The ability to approach challenges head-on with optimism, engagement, and a relentless focus on outcomes.
Core Skills & Competencies for Success
Success in this role requires a unique blend of strategic thinking, operational discipline, and human-centered leadership. We are looking for candidates who demonstrate:
- Strategic Agility: The ability to see the big picture while managing the details that bring a vision to life.
- Emotional Intelligence: Strong interpersonal skills, with the ability to navigate complex stakeholder relationships and inspire teams.
- Analytical Rigor: Comfort with data, metrics, and performance dashboards, paired with the ability to translate insights into strategy.
- Crisis Management Acumen: Composure, sound judgment, and clear communication during high-pressure situations.
- Customer Obsession: A deep, authentic passion for the viewer journey and a commitment to creating extraordinary customer experiences.
- Innovation & Curiosity: A continuous learner who stays ahead of social media trends, emerging platforms, and best-in-class community engagement practices.
Career Growth, Learning & Development
At arenaflex, your career trajectory is not just a path — it is a partnership. We invest deeply in our people because we know that when our employees grow, our business grows. As the Senior Manager of Social Media Customer Support, you will have access to:
- Mentorship from senior leaders across the Viewer Experience, Product, and Marketing organizations.
- Tailored leadership development programs designed to prepare you for director-level and beyond.
- Opportunities to attend industry conferences, workshops, and professional certifications.
- Cross-functional project exposure that broadens your understanding of the full direct-to-consumer ecosystem.
- A culture that celebrates curiosity, innovation, and the courage to challenge the status quo.
Our Work Environment & Culture
arenaflex is more than a workplace — it is a community of passionate, creative, and purpose-driven professionals united by a shared love of storytelling and exceptional customer experiences. Our culture is built on:
- Inclusion & Belonging: We are an equal opportunity employer that welcomes and celebrates diverse backgrounds, identities, and perspectives. We believe that a workforce reflective of our global audiences makes us stronger.
- Innovation & Bold Thinking: We encourage ideas and decisions from all people, empowering every team member to help us grow, innovate, and remain relevant in a rapidly changing world.
- Collaboration & Trust: We work together, support one another, and lead with transparency, integrity, and mutual respect.
- Flexibility & Well-Being: We support hybrid and remote work arrangements, generous paid time off, and comprehensive wellness programs designed to help you thrive in every dimension of life.
Compensation, Perks & Benefits
arenaflex offers a competitive compensation package designed to attract and retain top talent. For this position, the hiring range is $123,000.00 to $165,000.00 per year, depending on geographic location, experience, and qualifications. The base pay offered will also take into account internal equity. In addition, the total rewards package may include:
- Annual performance-based bonus opportunities and long-term incentive units.
- Comprehensive medical, dental, and vision insurance plans.
- 401(k) retirement savings plan with company matching contributions.
- Generous paid time off, holidays, and parental leave programs.
- Tuition reimbursement and ongoing professional development support.
- Employee wellness programs, mental health resources, and family planning benefits.
- Exclusive discounts and perks across arenaflex's portfolio of brands and partner offerings.
Disability Accommodation & Equal Opportunity Statement
arenaflex and its affiliated companies are Equal Employment Opportunity employers. We 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, please reach out to our accommodations team. We are committed to providing an accessible and inclusive application process for all candidates.
Join Us — and Help Shape the Future of Viewer Experience
This is a rare opportunity to lead a high-impact, globally visible function at one of the most exciting moments in the evolution of digital entertainment. As our Senior Manager of Social Media Customer Support, you will not only respond to customer needs — you will anticipate them, shape them, and set the standard for what exceptional social support looks like at scale.
If you are a strategic thinker, a passionate people leader, and someone who believes deeply in the power of community and connection, we want to hear from you. Bring your expertise, your vision, and your energy to arenaflex — and help us create extraordinary experiences for millions of viewers around the world.