Social Media Support Manager

Full Time Job
• 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

Responsibilities
:
• 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

Basic Qualifications
:
• 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

Preferred Qualifications:

• 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