**Experienced Senior Manager, Social Media Customer Support – Visionary Leader for Viewer Experience**

At blithequark, we're on a mission to revolutionize the way we connect with our audience, and we're looking for a talented Senior Manager, Social Media Customer Support to join our Viewer Experience (VX) team. As a key member of our team, you'll be responsible for architecting and implementing a comprehensive social media customer support strategy that exceeds our audience's expectations. If you're passionate about creating extraordinary experiences for customers and employees, and you're proficient in developing and maturing a team, then this is an exciting opportunity for you to join our dynamic team at blithequark. **About the Role & Team** Our Viewer Experience team is dedicated to delivering exceptional experiences for our audience across all touchpoints, including social media. As the Senior Manager, Social Media Customer Support, you'll be responsible for leading the development and implementation of our social media support strategy, ensuring that our audience receives timely and effective support across all social media channels. You'll work closely with cross-functional teams, including senior leaders, to build a detailed customer experience that aligns with our greater goals and supports the overall social media strategy for all blithequark brands. **What You Will Do** As the Senior Manager, Social Media Customer Support, you'll be responsible for: * Developing and operationalizing the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, and setting and achieving team goals across all brand verticals. * Leading a team of leaders and individual contributors daily, guiding DTC's social media support strategy and implementation across a global footprint. * Proactively identifying weaknesses and gaps in current social support paradigms and driving resolutions to improve operational workflows and the viewer experience. * Collaborating with senior leaders cross-functionally to build towards a detailed customer experience while supporting the greater goals as they pertain to Social Media strategy for all blithequark brands. * Working with collaborators to ensure alignment and approval of strategy and content for global social teams, ensuring each brand is being messaged with appropriate tone and voice. * Leading and guiding go-to-market launches and product launches in concert with all partners and cross-team collaborators, ensuring social presence is appropriately represented and supported. * Supporting 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 & Skills** To be successful in this role, you'll need: * A BS/BA degree or relevant professional experience. * 2+ years' experience managing a team, with the ability to encourage and develop team members, leading leaders is a plus. * 5+ years' experience in social media or online community moderation, with a proven ability to drive business outcomes through online activity. * Experience with social media management platforms, e.g., Salesforce (Service Cloud), Sprout, Hootsuite, Listenfirst, Qualtrics, Sprinklr. * A consistent track record of developing and operationalizing innovative online social programs. * High savvy related to Twitter, Facebook, Instagram, AppFollow, a plus. * A proven understanding of which metrics and tools help improve the consumer experience through social channels. * The ability to exhibit a high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance. **Preferred Qualifications** While not required, the following qualifications would be beneficial: * Excellent written and verbal communication skills. * Experience with technology, entertainment, and segmenting consumer audiences. * Ability to collaborate well with cross-functional teams. * Value accountability and take ownership of projects from start to finish. * Approach challenges head-on with a positive and engaged approach. **Disability Accommodation for Employment Applications** blithequark is an equal opportunity employer and welcomes all job seekers, including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, please email Candidate.Accommodations@blithequark.com 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. **Equal Employment Opportunity** blithequark 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. blithequark 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. **Compensation & Benefits** The hiring range for this position in CA is $123,000.00 to $165,000.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's 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. **How to Apply** If you're passionate about creating extraordinary experiences for customers and employees, and you're proficient in developing and maturing a team, then we encourage you to apply for this exciting opportunity. Please visit our website to submit your application. Apply for this job