Social Media, Customer Support Manager

Walt Disney-posted 3 months ago

$103,500 - $138,800/Yr

Full-time • Mid Level

New York, NY

5,001-10,000 employees

Motion Picture and Sound Recording Industries

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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 Company's direct-to-consumer (DTC) experience through strategic hard work and determination. Disney's Viewer Experience Team is seeking a passionate and experienced Social Care Manager 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.

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 Disney+'s 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

Bachelor's 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

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

Medical, financial, and/or other benefits
Bonus and/or long-term incentive units may be provided as part of the compensation package

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