Customer Support Manager, Social Media

工作 ID 10124707 地點圣莫尼卡, 加利福尼亚州, 美國 / 圣安东尼奥, 德克萨斯州, 美國 / 纽约, 纽约州, 美國 有意工作的公司 Disney Direct to Consumer 日期已公佈 Aug. 12, 2025

申請

工作概要:

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.

申請

關於Disney Direct to Consumer:

Disney 的直接消費者團隊負責監督 Disney Entertainment 中的 Hulu 和 Disney+ 串流業務，協助將 The Walt Disney Company 一流的故事講述給世界各地的粉絲和家庭。

關於 The Walt Disney Company:

Walt Disney Company 連同其子公司和聯營公司，是領先的多元化國際家庭娛樂和媒體企業，其業務主要涉及三個範疇：Disney Entertainment、ESPN 及 Disney Experiences。Disney 在 1920 年代的起步之初，只是一間卡通工作室，至今已成為娛樂界的翹楚，並昂然堅守傳承，繼續為家庭中每位成員創造世界一流的故事與體驗。Disney 的故事、人物與體驗傳遍世界每個角落，深入人心。我們在 40 多個國家/地區營運業務，僱員及演藝人員攜手協力，創造全球和當地人們都珍愛的娛樂體驗。

這個職位隸屬於 Hulu, LLC，其所屬的業務部門是 Disney Direct to Consumer。

Hulu, LLC 是提供平等就業機會的僱主。求職者都會獲得聘僱考量的機會，不分種族、宗教、膚色、生理性別、性傾向、社會性別、性別認同、性別表達、原國籍、血統、年齡、婚姻狀態、軍人或退伍軍人身份、醫療狀況、遺傳資訊或殘疾狀況、或者聯邦、州級或地方法律所禁止的其他任何基本特徵。Disney 提倡讓所有人的想法和決策都有助我們發展、創新、創造最好故事的商業環境，並與瞬息萬變的世界息息相關。

就業申請的殘疾便利安排

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.

遇到技術問題？查看常見問題以尋求協助。