📌 Core Information
🔹 Job Title: Manager, Social Media Customer Support
🔹 Company: The Walt Disney Company
🔹 Location: Santa Monica, CA, USA
🔹 Job Type: On-site, Full-time
🔹 Category: Customer Support, Management
🔹 Date Posted: July 10, 2025
🔹 Experience Level: 5-10 years
🔹 Remote Status: On-site
🚀 Job Overview
Key aspects of this role include:
- Leading and motivating a team of Social Media Moderators and Specialists
- Managing social quality assurance programs to measure and improve performance
- Enforcing key performance metrics and ensuring consistent brand representation
- Collaborating with cross-functional teams and BPO partners to improve operations
- Providing guidance during difficult customer interactions and crisis moments
ASSUMPTION: This role requires a strong background in social media customer support and team management. Experience with social tooling, analytics systems, and reporting tools is essential for success.
📋 Key Responsibilities
✅ Lead and motivate a team of Social Media Moderators and Specialists
✅ Conduct one-on-ones with direct reports to track progress and support professional growth
✅ Manage social quality assurance programs to measure and improve performance
✅ Enforce key performance metrics, including service levels, agent/operational productivity, and response times
✅ 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
✅ Provide guidance to moderators and agents during difficult customer interactions and high-pressure scenarios
✅ Ensure that Hulu and Disney+’s tone and voice are consistently reflected in all social media interactions
✅ Support proactive posting strategies during outages, live events, and other company events
✅ 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
ASSUMPTION: The ideal candidate will have experience in social media customer support, team management, and data analysis to excel in this role.
🎯 Required Qualifications
Education: Bachelor's degree or equivalent professional experience
Experience: 5+ years in social media customer support or a related field, with 3 years of experience managing a team
Required Skills:
- Proven ability to inspire and develop team members
- Experience in social quality management processes and tools
- Experience using social tooling and analytics systems
- Experience in reporting, data analysis, and the use of reporting tools
- Flexibility to support business needs during live TV events, outages, and crisis scenarios
- Ability to analyze performance data and implement process improvements
Preferred Skills:
- 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
- Proactive problem solver with a strategic mindset
- Content creation experience
- Bilingual or multilingual
ASSUMPTION: While the job posting does not specify preferred qualifications, these skills would be beneficial for success in this role.
💰 Compensation & Benefits
Salary Range: $103,500.00 to $138,800.00 per year
Benefits:
- Medical
- Financial
- Other Benefits
Working Hours: Full-time, with flexibility to support business needs during live TV events, outages, and crisis scenarios
ASSUMPTION: The salary range provided is specific to California. Salary may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience.
📌 Applicant Insights
🔍 Company Context
Industry: Entertainment Providers
Company Size: 10,001+ employees
Founded: 1992
Company Description:
- Disneyland Paris is a dynamic and multicultural team that welcomes guests every day to create magical memories
- The company has opened its Park gates to 320 million visitors since 1992
- Disneyland Paris offers 500 different job profiles across corporate and operations departments
Company Specialties:
- Marketing
- Communication
- Engineering
- Human Resources
- Sales
- Finance
- Legal
- Real Estate Development
- Information Technology
- Event Planning
- Supply Chain
- Logistics
- Purchasing
- Revenue Management
- Research
- Strategy
- Audit
- Construction
- Pricing
- Hospitality
- Tourism
Company Website: careers.disneylandparis.com/fr
ASSUMPTION: Disneyland Paris is a popular entertainment destination with a wide range of job opportunities across various departments.
📊 Role Analysis
Career Level: Mid-level management
Reporting Structure: This role involves leading a team of Social Media Moderators and Specialists, as well as managing relationships with external partners
Work Arrangement: On-site, full-time with flexibility to support business needs during live TV events, outages, and crisis scenarios
Growth Opportunities:
- Potential to advance to a senior management role within the company
- Opportunities to gain experience in cross-functional teams and BPO partnerships
- Chance to develop leadership and team management skills
ASSUMPTION: This role offers opportunities for career growth and development within the company.
🌍 Location & Work Environment
Office Type: On-site, corporate office
Office Location(s): Santa Monica, CA, USA
Geographic Context:
- Santa Monica is a coastal city in California, known for its beaches and mild climate
- The city is located in the Los Angeles metropolitan area, offering a variety of cultural and recreational activities
- Santa Monica is home to several tech and entertainment companies, providing ample networking opportunities
Work Schedule: Full-time, with flexibility to support business needs during live TV events, outages, and crisis scenarios
ASSUMPTION: The on-site work environment in Santa Monica offers a dynamic and collaborative atmosphere, with opportunities for professional growth and development.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening
- In-person or virtual interview with the hiring manager
- Final interview with key stakeholders
Key Assessment Areas:
- Social media customer support experience
- Team management and leadership skills
- Data analysis and reporting skills
- Cultural fit and alignment with Disney's values
Application Tips:
- Tailor your resume and cover letter to highlight relevant experience and skills
- Prepare examples of your experience with social media customer support and team management
- Research Disney's values and company culture to demonstrate your fit
ATS Keywords: Social Media Engagement, Moderation Strategies, Performance Analysis, Team Management, Customer Support, Data Analysis, Reporting, Social Quality Management, Proactive Problem Solving, Content Creation, Customer Empathy, Flexibility, Communication, Relationship Management, Technology Partner Management, Crisis Management
ASSUMPTION: The application process for this role is likely to be competitive, so it's essential to tailor your application materials and prepare for behavioral interview questions.
🛠️ Tools & Technologies
- Social media platforms (Twitter, Facebook, AppFollow)
- Social tooling (Sprout, Sprinklr, Social Studio)
- Analytics systems
- Reporting tools (Tableau, Adobe Analytics)
- Microsoft Outlook, JIRA, Salesforce, Google Sheets/Docs, Airtable
ASSUMPTION: Familiarity with these tools and technologies is essential for success in this role.
👔 Cultural Fit Considerations
Company Values:
- Innovation
- Quality
- Excellence
- Creativity
- Storytelling
- Integrity
- Optimism
- Inclusion
- Respect
- Courage
Work Style:
- Collaborative
- Dynamic
- Fast-paced
- Results-driven
- Customer-focused
Self-Assessment Questions:
- Do you have experience managing teams in a social media customer support environment?
- Are you comfortable working in a fast-paced, ever-evolving environment?
- Do you have strong customer empathy and a passion for delivering exceptional experiences via social media?
ASSUMPTION: Disney values a diverse and inclusive work environment, and candidates who can demonstrate alignment with these values will be strong fits for the company.
⚠️ Potential Challenges
- Managing a team remotely or across different time zones
- Balancing the need for consistent brand representation with the need for timely customer support
- Handling high-pressure situations and crisis moments
- Keeping up with the latest social media trends and best practices
ASSUMPTION: These challenges require strong leadership, communication, and problem-solving skills to overcome.
📈 Similar Roles Comparison
- This role is unique in its focus on social media customer support for entertainment streaming services
- Similar roles in other industries may have different customer bases and brand guidelines
- Career progression in this role may differ from similar roles in other industries, with opportunities specific to the entertainment and streaming sectors
ASSUMPTION: Understanding the unique aspects of this role and its industry is crucial for success and career growth.
📝 Sample Projects
- Developing and implementing a social media customer support strategy for a live TV event
- Analyzing social media data to identify trends and improve customer support processes
- Managing a team of moderators and specialists to ensure consistent brand representation during a crisis moment
ASSUMPTION: These sample projects demonstrate the range of responsibilities and skills required for success in this role.
❓ Key Questions to Ask During Interview
- Can you describe the team structure and reporting relationships for this role?
- How does the company support work-life balance for employees in this role?
- What opportunities are there for professional development and growth within the company?
- How does the company measure and improve the customer experience through social channels?
- What are the most challenging aspects of this role, and how can I best prepare to succeed?
ASSUMPTION: Asking thoughtful questions during the interview process demonstrates your interest in the role and commitment to success.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight relevant experience and skills, such as social media customer support, team management, and data analysis
- Prepare examples of your experience with social media customer support and team management
- Research Disney's values and company culture to demonstrate your fit
- Follow up with the hiring manager one week after submitting your application to express your continued interest in the role
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
