Social Media Support Manager

Job Description

Disney Streaming encompasses the teams leading the Disney+, Hulu, ESPN+, and Star+ streaming services within Disney's Media & Entertainment Distribution group. We sit at the intersection between entertainment, sports, and technology and seek to connect viewers with the stories they love, while driving the streaming industry forward with consumer-first innovation.

As a VX Social Media Support Manager, you're a specialist in the social customer service space. You're proficient in all standard methodologies and how to implement them, and are able to operationalize processes that empower DTC VX teams to meet and exceed business and standards in our field. You are deeply knowledgeable when it comes to team operations, including quality standards and expectations, workflows and requirements, and can put data behind these initiatives that will drive the team and business forward.
WHAT YOU'LL DO
• In partnership with the Global Social Media Manager, implement processes and supervise operations to support the Disney Streaming brands Social Support Team and cross-team partners
• Act as a resource: be the 'go-to' for all uncertainties relating to workflows, judgment calls, and any ad hoc questions
• Tackle pre-determined projects and assignments while standing-up proactive creative solutions
• Independently identify weaknesses and gaps in the current architecture and drive resolutions
• Contribute to the development of the social media roadmap and ensure effective prioritization of resources to deliver business needs
• Build relationships with internal teams to drive partnership
• Partner with the rest of the org to act as a consultant, ensuring social data is being appropriately used throughout
• Craft how we synthesize customer data from multiple sources to find opportunities and recommend direction
• Document and implement quality guidelines

WHAT TO BRING
• 5-7 years of work experience
• Proven experience contributing to social community ecosystems and service channels, ideally in the customer service space
• Demonstrated ability to successfully develop and implement new processes and workflows
• Ability to grasp new & changing technologies
• A history of seeing projects to completion and adapting to ongoing business/industry changes
• BS/BA degree or relevant professional experience
• Experience speaking publicly to a large audience, or on behalf of a company
• Be able to multitask and have strong communication skills

NICE TO HAVES
• Exhibit a high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance
• A strong ability to apply knowledge and business judgment to make independent decisions
• Value accountability and take ownership of projects from start to finish
• Strong project management and organizational skills, with the ability to independently lead multiple projects in a fast-paced, dynamic environment
• Excellent communication skills with an ability to tailor messages for both business and technical audiences; comfort in addressing informal team meetings and delivering prepared presentations to executives/external audiences
• Approach challenges head-on with a positive and engaged attitude

Jobcode: Reference SBJ-dyo4yp-52-14-121-242-42 in your application.