Senior Social CX Manager

Job Description

The EMEA Sr. Social CX Manager is a key leader within the Global Customer Experience (CX) Strategy & Ops team. She/He will deliver a relentless focus on providing exceptional social support for WBD products/services, while changing hearts and minds across supported social channels.
The ideal candidate is an adept Operations manager with exceptional writing skills that can adapt to a social style/tone of voice. They have a strong understanding of the streaming media landscape, and a sincere passion for creating meaningful connections with our customers through social based customer service and support. They will maintain and update, when necessary, our CX brand voice in the EMEA region by actively engaging in and guiding our day-to-day support interactions on Twitter, Facebook, Instagram, Reddit, and other channels. They will also be responsible for empowering and supporting our frontline social support advocates and directly overseeing Tier 3 level Social Support Experts.
This individual is a core contributor within the EMEA CX Ops team and collaborates cross-functionally and across all levels to ensure our communications and social support operations align with the broader Global CX team goals and vision. She/he will continuously challenge/define/refine what excellence in this space means and continuously deliver on these goals to facilitate a premier social support experience.
Work Schedule: To support the needs of our EMEA based customers, the regular hours for this role will range from Wednesday through Sunday. In addition, they'll need to be flexible at times to accommodate special business needs and events occurring outside of their regular schedule.
Language Requirement: The ability to speak, read, and write fluently in English is required for this position.
Your Role Accountabilities…
• Manage and empower our EMEA focused Social Support Advocates to ensure they're consistently meeting and exceeding expectations
• Maintain, evolve, and ensure the team relays expert knowledge, even in the toughest conversations, of WBD products/services to consumers in a way that simplifies and strengthens their overall experience with our product, content and service.
• Act as a Manager on Duty (MOD) to support other CX Ops efforts when needed.
• Actively monitor the social landscape to ensure that we're meeting our customers in the areas they're choosing to engage in and seek help with our products and services.
• Ensure that customers supported over social channels feel that their thoughts are heard and valued.
• Continuously refine and improve our social engagement and support strategy, as well as evolve our BAU best practices in the social space via partnerships within the Global CX Teams.
• Regularly collaborate with the broader EMEA and Global CX Team, CX writers and other internal partners to ensure the social team is equipped with the latest communication guidelines, tone of voice, product support updates and messaging.
• Regularly capture and track relevant social KPIs -- sharing key insights, observations, success metrics and opportunities for improvement in the social support space.
• Hire, coach, and mentor a high performing team of social support techs.

Qualifications & Experience…
• Experience directly managing a social support team on behalf of an organization (preferably in media) on Twitter, Facebook, Instagram, Reddit and/or other social/community channels.
• Familiarity and experience providing social support via social media management and CRM tools (Salesforce, Sprout, Spredfast/Khoros, Sprinklr, or others) preferred.
• Exceptional communication skills, with demonstrated aptitude for social writing.
• Able to break down and communicate technical concepts to a non-technical audience.
• Maintain a positive, empathetic and professional attitude/demeanor while representing WBD in a professional manner at all times.
• Familiarity and comfort with consumer streaming devices such as Apple TV, Roku, iOS Device, Android TV/mobile, and more.
• Able to handle multiple priorities, using proper urgency when needed.
• Able to adapt to the needs of a fast-growing 24/7 business, including the flexibility to support new title premiers/launches/live events and participate in on-call coverage rotations.
• Strong passion for WBD owned and/or operated programming, originals, and live sports.

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.
If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

Jobcode: Reference SBJ-744wek-216-73-216-161-42 in your application.