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Freelance Senior Manager, Social Media Customer Support
Job Description
Disney’s Viewer Experience (VX) team is seeking an experienced Sr. Manager, Social Media Customer Support who will architect the integrated strategy and guide tactical implementation across social media support channels (Twitter, Facebook, AppFollow) for DTC services such as Disney+, STAR+, Hulu, Disney Moves Anywhere, Disney Movie Insiders, and Disney Entertainment Brands (ABC, ABC News, DisneyNOW, Freeform, FXNOW, Nat Geo TV, Nat Geo Magazine and Disney Games).
As the primary point of contact for all needs related to the VX Social team, you will lead cross‑team collaboration, serve as the escalation point for your team, and drive business functions under the team’s purview.
What You Will Do
- Develop and operationalize the social support strategy and roadmap, including setting a team vision, developing critical metrics, designing scalable processes, and achieving team goals across all brand verticals.
- Drive implementation of reporting and analysis while balancing partner needs.
- Lead a team of leaders and individual contributors, guiding DTC’s social media support strategy across a global footprint.
- Proactively identify weaknesses in current social support paradigms and drive resolutions to improve operational workflows and the viewer experience.
- Collaborate with senior leaders cross‑functionally to build a detailed customer experience, supporting greater goals tied to Social Media strategy for all Disney brands.
- Ensure alignment and approval of strategy and content for global social teams, maintaining appropriate tone and voice for each brand.
- Lead and guide go‑to‑market and product launches in concert with partners, ensuring social presence is represented and supported.
- Support incident management during high‑impact scenarios, serving as the point of contact for executive briefings and guiding social response with Executive, PR, and Legal guidance.
Basic Qualifications & Skills
- 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 of experience in social media or online community moderation, with a proven track record of driving business outcomes through online activity.
- Experience with social media management platforms such as Salesforce Service Cloud, Sprout, Hootsuite, ListenFirst, Qualtrics, and Sprinklr.
- High proficiency with Twitter, Facebook, Instagram, and AppFollow, with a strong understanding of metrics and tools that improve consumer experience through social channels.
- Ability to manage context switching and interruptions while remaining productive and providing effective guidance.
Preferred Qualifications
- Excellent written and verbal communication skills.
- Experience with technology, entertainment, and consumer audience segmentation.
- Strong collaboration skills across cross‑functional teams.
- Accountability and ownership of projects from start to finish.
- Positive, engaged approach to challenges.
- Willingness to provide reasonable accommodation for applicants with disabilities.
Accommodations
This email address is not for general employment inquiries or correspondence. We will only respond to requests related to the accessibility of the online application system due to a disability.
The Walt Disney Company is an equal opportunity employer and welcomes all job seekers, including individuals with disabilities and veterans with disabilities. If you need a reasonable accommodation, please email the specified contact. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.
