Manager, Social Media Customer Support

Job Posting Title:

Manager, Social Media Customer Support

Req ID:

10124707

Job Description:

Disney Direct to Consumer (DTC) includes premium streaming services with Hulu, a premium streaming service that offers premium originals, current season TV, a massive library of hit series and movies, and live television and Disney+ is the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars, Marvel, Pixar, Disney, and NatGeo. Our DTC team is looking for hardworking team-players to join the Viewer Experience team, who will thrive upon the legacy of Disney, and Hulu, embrace unconventional thinking, and who are passionate about contributing to The Walt Disney Company’s direct-to-consumer (DTC) experience through strategic hard work and determination. 

Disney’s Viewer Experience Team is seeking a passionate and experienced Manager, Social Media Customer Support to oversee operations across social media support channels (Twitter, Facebook, AppFollow) for Direct-to-Consumer (DTC) platforms, including Hulu and Disney+.  The ideal candidate will be highly knowledgeable in social media engagement, moderation strategies, possess a strong passion for the viewer journey in the social media space, and have experience in reporting and performance analysis. 

As the Manager of Social Media Customer Support, 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 be responsible for analyzing performance data, overseeing our brand presence, and ensuring the consistent representation of our brand voice across all public-facing interactions. The role also involves close collaboration with cross-functional teams, including BPO partners, to ensure continued accountability for key performance metrics and identifying opportunities for operational improvements. 

*This role is on-site in Santa Monica, CA

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 (ex: 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 etc.)  

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

• Ability to analyze performance d