Senior Manager, Social Customer Support at DISNEY Skip to main content

Senior Manager, Social Customer Support

Apply NowApply Later Job ID 10011163 Location Santa Monica, California, United States Business Disney Media & Entertainment Distribution Date posted Oct. 12, 2022 Flex Type Hybrid

- This role is considered hybrid, which means the employee will work a portion of their time on-site from a Company designated location and the remainder of their time remotely.

Job Summary:

Disney Streaming 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, ESPN+, 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 Disney Streaming team is looking for hardworking team-players to join the Viewer Experience team, who will thrive upon the legacy of Disney, ESPN, 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 (VX) team is seeking an experienced Sr. Manager, Social Media and Community who will be an extraordinary addition to our team. As the Sr. Manager, Social Media and Community, you will architect the integrated strategy and guide tactical implementation across social media support channels (Twitter, Facebook, hulu Community, AppFollow, Instagram) for Disney Streaming (Disney+ ESPN+ STAR+ Hulu), Disney Moves Anywhere, Disney Movie Insiders, Disney Entertainment Brands (ABC, ABC News, DisneyNOW, Freeform, FXNOW, Nat Geo TV, Nat Geo Magazine) and Disney Games. You will serve as the leader of leaders and individual contributors as well as the primary point of contact for all needs related to the VX Social team including cross team collaborators and 3rd party partners. You will serve as the escalation point for your team for blocking issues and manage appropriate business functions related to the team’s purview. The right person for this role will have a passion for the viewer journey in the social media arena and is well versed in developing and maturing a team individually and collectively. If you are someone with deep appreciation of the power of social communities and a passion for creating phenomenal experiences for customers and employees, then this is a great role for you.


  • Develop and operationalize the social support and community strategy and roadmap, including setting a team vision, developing KPIs, designing scalable processes, setting, and achieving team goals across all brand verticals. Drive implementation of appropriate reporting and analysis while considering the needs of stakeholders.  

  • Lead a team of leaders and individual contributors daily while guiding Disney Streaming’s social media support strategy and implementation across a global footprint. 

  • Proactively identify weaknesses and gaps in current social support paradigms and drive resolutions to improve operational workflows and the viewer experience.  

  • Collaborate with senior leaders cross-functionally to build towards a flawless customer experience while supporting the greater goals as they pertain to Social Media and Community strategy for all Disney brands. 

  • Work with stakeholders to ensure alignment and approval of strategy and content for global social teams ensuring each brand is being messaged with appropriate tone and voice. 

  • Manage and guide go-to-market launches and product launches in concert with all stakeholders and cross team collaborators ensuring social presence is appropriately represented and supported. 

  • Support incident management needs during high impact scenarios serving as the poc for executive briefings while guiding social response in concert with Executive, PR, and Legal guidance. 

  • Leverage experience, subject matter expertise and acumen to provide creative and innovative solutions to complex operational and/or business challenges and opportunities. 

  • Take on additional responsibilities as business requirements evolve and mature.


  • 5+ years’ experience leading a team, shown ability to inspire and develop team members, leading leaders a plus 

  • 5+ years’ experience in social media or online community moderation, shown ability to drive business outcomes through online activity  

  • Proven track record to develop and operationalize innovative online social programs  

  • Demonstrable understanding of which metrics and tools help enhance the consumer experience through social channels 

  • Exhibit a high tolerance for context switching and interruptions while remaining productive and able to provide effective guidance  

  • High acumen related to Twitter, Facebook, Instagram, AppFollow a plus 

  • Experience with social media management platforms, e.g., Salesforce (Social Studio & Service Cloud), Sprinklr, Spout, Hootsuite, Listenfirst, Qualtrics… 

  • Excellent written and verbal communication skills 

  • Ability to collaborate well with cross-functional teams  

  • Value accountability and take ownership of projects from start to finish 

  • Approach challenges head-on with a positive and engaged approach 

  • BS/BA degree or relevant professional experience 


  • Experience with technology, entertainment and segmenting consumer audiences is a plus

About Disney Media & Entertainment Distribution:

Comprised of the Company’s international business units and various direct-to-consumer streaming services, Disney Media & Entertainment Distribution (DMED) aligns technology, media distribution and advertising sales into a single business segment to create and deliver personalized entertainment experiences to consumers around the world.

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 with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. 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 Services Co., LLC, which is part of a business we call Disney Media & Entertainment Distribution.

Hulu Services Co., LLC 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.

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