Social Media, Customer Support Manager

Social Media, Customer Support Manager

Disney Direct to Consumer (DTC) includes Hulu and Disney+. The Viewer Experience team seeks a passionate Social Care Manager to oversee operations across social media support channels for DTC platforms, including Hulu and Disney+. The ideal candidate will be knowledgeable in social media engagement, moderation strategies, and reporting and performance analysis.

As the Social Care Manager, you will lead a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance from contracted agents and our in-house team through quality and performance management. You will analyze performance data, oversee our brand presence, and ensure the consistent representation of our brand voice across all public-facing interactions. The role involves close collaboration with cross-functional teams, including BPO partners, to ensure accountability for key performance metrics and opportunities for operational improvements.

This role is on-site in Santa Monica, CA, San Antonio, TX, and/or New York, NY

What You'll Do:

• Lead and motivate a team of Social Media Moderators, Specialists and external partners

• Conduct one-on-ones with direct reports to track progress, provide feedback, and support professional growth

• Manage social quality assurance programs to measure and improve the performance of internal and external teams

• Enforce key performance metrics, including service levels, agent/operational productivity, and response times across Hulu, Disney+

• Manage team schedules, shift bids, and coverage to meet business needs

• Build and manage relationships with third-party technology partners to ensure platform updates and improvements are in sync with social support needs

• Provide guidance to moderators and agents during difficult customer interactions and high-pressure scenarios (e.g., outages, live events)

• Ensure that Hulu and Disney+’s tone and voice are consistently reflected in all social media interactions, especially during crisis moments

• Support proactive posting strategies during outages, live events, and other company events to ensure clear communication with viewers

• Use data to drive decisions and continuously enhance the customer experience through social channels

• Other duties as assigned to meet the evolving needs of the team and business

What You'll Need:

• Bachelor's degree or equivalent professional experience

• 3 years’ experience managing a team, with a proven ability to inspire and develop team members

• 5+ years’ experience in social media customer support or a related field

• Experience in social quality management processes and tools to assess and improve service quality

• Experience using social tooling (e.g., Sprout, Sprinklr, Social Studio) and analytics systems to measure and improve the customer experience

• Experience in reporting, data analysis, and the use of reporting tools (e.g., Tableau, Adobe Analytics)

• Flexibility to support business needs during live TV events, outages, and crisis scenarios, which may include evenings and weekends

• Ability to analyze performance data and implement process improvements

Nice-To-Haves:

• Proven experience managing remote teams and/or international teams

• Experience defining and measuring individual and team-based performance for customer service organizations

• Proficiency in Microsoft Outlook, JIRA, Salesforce, Google Sheets/Docs, and Airtable

• Ability to thrive in a fast-paced, ever-evolving environment

• Strong customer empathy and a passion for delivering exceptional experiences via social media

• A proactive problem solver with a strategic mindset

• Content creation experience

• Bilingual or multilingual

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation to search for a job opening or apply for a position, email 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.

The Walt Disney Company 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. Disney 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.

The hiring range for this position in CA is $103,500.00 to $138,800.00 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.

About Disney Direct to Consumer:

Disney’s Direct to Consumer team oversees the Hulu and Disney+ streaming businesses within Disney Entertainment helping to bring The Walt Disney Company’s best-in-class storytelling to fans and families everywhere.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Hulu, LLC, which is part of a business we call Disney Direct to Consumer.

Hulu, LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

Disability Accommodation for Employment Applications

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome 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, visit the Disney candidate disability accommodations FAQs. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

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