Senior Manager, Social Media Customer Support & Community Experience – Global Digital Platform Strategy & Team Leadership
About arenaflex and the Role
Welcome to arenaflex – a world-class entertainment and streaming powerhouse that brings extraordinary stories, beloved characters, and groundbreaking experiences to millions of fans across the globe. Our mission is to entertain, inform, and inspire audiences through unparalleled storytelling and innovative technology. As the digital landscape continues to evolve, arenaflex stands at the forefront of the entertainment revolution, delivering premium content through our suite of direct-to-consumer platforms and entertainment brands that span streaming, gaming, news, and immersive storytelling experiences.
At arenaflex, we believe that every interaction with our audience is an opportunity to create magic. The Viewer Experience (VX) team is the heartbeat of our customer engagement strategy, ensuring that every fan, subscriber, and viewer feels seen, heard, and valued. We are currently seeking an exceptional Senior Manager, Social Media Customer Support & Community Experience to join our growing team. In this pivotal leadership role, you will architect and execute integrated social support strategies across our global digital ecosystem while building, mentoring, and empowering a high-performing team of leaders and individual contributors.
If you are passionate about the viewer journey, deeply appreciate the influence of social communities, and thrive on creating extraordinary experiences for both customers and employees, this is your moment to make a lasting impact at arenaflex.
What You Will Do
Strategy & Vision Leadership
As the senior leader of arenaflex's social media customer support function, you will develop and operationalize comprehensive social support strategies and roadmaps. This includes setting a compelling team vision, establishing critical performance metrics, designing scalable operational processes, and defining ambitious yet achievable team goals across all brand verticals. You will drive the implementation of sophisticated reporting and analytics frameworks while maintaining a deep understanding of partner and stakeholder needs.
Team Leadership & Development
Leading by example, you will manage a team of leaders and individual contributors on a daily basis, guiding arenaflex's social media support strategy and execution across a global footprint spanning multiple time zones and cultural contexts. You will be responsible for developing your team members individually and collectively, fostering a culture of continuous learning, accountability, and excellence. Your leadership will extend beyond direct reports to influence cross-functional leaders and third-party partners.
Operational Excellence & Continuous Improvement
You will proactively identify weaknesses, gaps, and inefficiencies in current social support paradigms and drive resolutions that improve both operational workflows and the overall viewer experience. This requires a data-driven mindset, creative problem-solving abilities, and the courage to challenge the status quo in pursuit of excellence.
Cross-Functional Collaboration & Executive Partnership
Collaborating with senior leaders across the organization, you will contribute to building a detailed, cohesive customer experience that supports the broader strategic goals of arenaflex's social media initiatives. You will work closely with collaborators to ensure alignment and approval of strategy and content for global social teams, ensuring each brand within the arenaflex ecosystem is represented with the appropriate tone, voice, and brand identity.
Product Launches & Incident Management
You will lead and guide go-to-market launches and product launches in concert with all partners and cross-team collaborators, ensuring that arenaflex's social presence is appropriately represented and supported during critical moments. During high-impact scenarios and incidents, you will serve as the primary point of contact for executive briefings, guiding social response in concert with Executive leadership, Public Relations, and Legal guidance to protect brand integrity and customer trust.
Key Responsibilities at a Glance
- Develop and operationalize the social support strategy and roadmap, including setting team vision, developing critical metrics, designing scalable processes, and achieving team goals across all arenaflex brand verticals
- Drive implementation of appropriate reporting and analysis while considering the needs of internal partners and stakeholders
- Lead a team of leaders and individual contributors daily while guiding 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 supporting greater social media strategy goals for all arenaflex brands
- Work with collaborators to ensure alignment and approval of strategy and content for global social teams, ensuring each brand is 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
- Support incident management needs during high-impact scenarios, serving as the point of contact for executive briefings while guiding social response in concert with Executive, PR, and Legal guidance
Essential Qualifications & Requirements
Education & Experience
We are seeking candidates with a Bachelor's degree (BS/BA) or equivalent professional experience. The ideal candidate brings 2+ years of experience managing teams, with a demonstrated ability to encourage, develop, and mentor team members. Experience leading other leaders is a significant plus. Additionally, candidates should have 5+ years of experience in social media or online community moderation, with a proven track record of driving meaningful business outcomes through online community engagement and support initiatives.
Technical Proficiency & Platform Expertise
You must have hands-on experience with leading social media management platforms, including but not limited to:
- Salesforce Service Cloud
- Sprout Social
- Hootsuite
- ListenFirst
- Qualtrics
- Sprinklr
Proficiency with platforms such as Twitter, Facebook, Instagram, and AppFollow is highly valued. You should possess a proven understanding of which metrics and tools best improve the consumer experience through social channels, and have a consistent track record of developing and operationalizing innovative online social programs that deliver measurable business impact.
Core Competencies
Success in this role requires the ability to thrive in a fast-paced, dynamic environment. You must exhibit a high tolerance for context switching and interruptions while remaining productive and providing effective guidance to your team. Strong problem-solving skills, strategic thinking, and the ability to maintain composure under pressure are essential attributes for this position.
Preferred Qualifications
- Excellent written and verbal communication skills – the ability to articulate complex ideas clearly and persuasively to diverse audiences, from individual team members to C-suite executives
- Experience working within the technology, entertainment, and media industries, with a deep understanding of how to segment and engage diverse consumer audiences
- Demonstrated ability to collaborate effectively with cross-functional teams, building strong relationships based on trust, transparency, and mutual respect
- A strong sense of accountability and the ability to take full ownership of projects from inception through completion, seeing initiatives through to successful outcomes
- A positive, engaged approach to challenges – you see obstacles as opportunities to innovate and grow, and you inspire those around you to do the same
- Deep appreciation for the power of social communities and a genuine passion for creating extraordinary experiences for both customers and employees
Career Growth & Development at arenaflex
At arenaflex, we believe that the growth of our people is fundamental to the growth of our business. When you join our team, you gain access to a wealth of learning and development opportunities designed to help you reach your full potential. From leadership development programs and mentorship opportunities to tuition reimbursement and conference attendance, we invest in your professional journey. As you grow with us, you'll have the opportunity to expand your impact across multiple brand verticals, take on greater strategic responsibilities, and contribute to shaping the future of digital customer experience in the entertainment industry.
We foster an environment where bold ideas are celebrated, diverse perspectives are valued, and every team member has a voice in shaping our collective future. Your career at arenaflex is not just a job – it's an invitation to be part of something bigger than yourself, to push boundaries, and to create experiences that delight millions of people around the world.
Our Culture & Work Environment
The culture at arenaflex is built on a foundation of innovation, collaboration, and respect. We are a team of storytellers, technologists, creators, and strategists who share a common belief: that great work happens when great people come together in an environment of trust and psychological safety. We celebrate diversity in all its forms and are committed to creating an inclusive workplace where every individual feels valued, respected, and empowered to bring their authentic selves to work every day.
Our work environment is dynamic, fast-paced, and intellectually stimulating. We encourage curiosity, reward initiative, and support work-life balance through flexible work arrangements and comprehensive wellness programs. At arenaflex, you'll find colleagues who are as passionate about their work as they are about supporting one another's growth and success. We believe that the best ideas emerge when diverse minds collaborate freely, and we've built our culture to reflect that belief at every level of the organization.
Compensation, Benefits & Perks
arenaflex is committed to attracting and retaining top talent through competitive compensation and comprehensive benefits packages. For this position, the hiring range is $123,000.00 to $165,000.00 per year. The base pay actually offered will take into account internal equity and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience, among other factors. Eligible employees may also be considered for a performance-based bonus and/or long-term incentive units as part of a holistic compensation package designed to reward exceptional contributions.
Beyond competitive compensation, arenaflex offers a full range of benefits designed to support your health, financial well-being, and overall quality of life, including:
- Comprehensive medical, dental, and vision coverage for you and your family
- Generous paid time off and holiday schedules that encourage rest and rejuvenation
- Retirement savings plans with company matching contributions
- Professional development opportunities, including tuition reimbursement and learning stipends
- Wellness programs and mental health resources to support your overall well-being
- Employee discounts and exclusive access to arenaflex content, events, and experiences
- A collaborative, inclusive work environment that values work-life balance
Join Us at arenaflex
If you are ready to lead, innovate, and make a meaningful impact on how millions of people connect with the content and brands they love, we want to hear from you. This is more than a role – it's an opportunity to shape the future of customer experience in the entertainment industry at one of the most innovative and beloved companies in the world.
At arenaflex, we don't just create stories – we create experiences. And we're looking for a leader who shares our passion for excellence, our commitment to our audience, and our belief that great customer support is not just a function – it's a competitive advantage and a core part of who we are.
Apply today and become part of the arenaflex family, where your leadership will help define the next chapter of entertainment and audience engagement. We can't wait to see what we'll create together.