Customer Support Manager, Social Media

ジョブID 10124707 勤務地を選択 サンタモニカ, カリフォルニア州, アメリカ合衆国 / サンアントニオ, テキサス州, アメリカ合衆国 / ニューヨーク, ニューヨーク州, アメリカ合衆国 企業名 Disney Direct to Consumer 掲載日 Aug. 12, 2025

今すぐ応募

仕事内容:

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 Customer Support Manager, Social Media 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 Customer Support Manager, Social Media, 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, 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 (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 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 Candidate.Accommodations@Disney.com 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.

今すぐ応募

Disney Direct to Consumerについて:

Disney’s Direct to Consumerチームは、Disney Entertainment内のHuluとDisney+のストリーミング事業を統括し、The Walt Disney Companyのクラス最高のストーリーテリングを世界中のファンや家族に届けています。

The Walt Disney Company について:

The Walt Disney Companyは、その子会社・関連会社とともに、多様性あふれる国際企業として、Disney Entertainment、ESPN、Disney Experiencesの3事業を柱に、ファミリー向けエンターテインメントとメディアの世界をけん引しています。1920年代に小さなアニメ・スタジオとしてスタートしたDisneyは、今日のエンターテインメント業界において卓越した存在となりました。ディズニーは今後も、子供から大人まで、ご家族のだれもが楽しめる一流の物語や体験を生み出し続けます。Disneyのストーリーやキャラクター、体験は、世界中のあらゆる場所の消費者やお客様に届けられています。当社は40カ国以上で、従業員とキャストメンバーが一丸となり、世界的にも地域的にも歓迎されるエンターテインメント体験を創出しています。

このポジションはHulu, LLCという事業部門の一つであるDisney Direct to Consumerでのお仕事です。

Hulu, LLC は機会均等雇用主です。応募者は、人種、宗教、肌の色、性別、性的指向、ジェンダー、性自認、性表現、国籍、家柄、年齢、配偶者の有無、軍役経験の有無やその地位、健康状態、遺伝情報や障がい、または連邦法や州法、地方法で禁止されているその他の法的根拠に関係なく、雇用の検討対象となります。Disneyは、すべての人々のアイデアと決断が、成長、革新、最高のストーリーの創造に役立ち、絶えず進化する世界において、価値ある存在になれるよう支援するビジネス環境を支持します。

求人応募における障害者への配慮

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.

技術的な問題がある場合は、「よくあるご質問」をご覧ください。

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