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Social Care Manager (Customer Support)

April 24, 2026

Overview Social Care Manager (Customer Support) —Disney Direct to Consumer (DTC) includes premium streaming services with Hulu and Disney+. The Viewer Experience Team seeks a Social Care Manager to oversee operations across social media support channels (Twitter, Facebook, AppFollow) for DTC platforms, including Hulu and Disney+. The ideal candidate will be knowledgeable in social media engagement, moderation strategies, and reporting and performance analysis, with a passion for the viewer journey in the social media space. 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 (e.g., 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) 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 Equal Employment Opportunity 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. Disability Accommodation for Employment Applications 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. About Disney Direct to Consumer Disney’s Direct to Consumer team oversees the Hulu and Disney+ streaming businesses within Disney Entertainment helping to bring The Walt Disney Company’s best-in-class storytelling to fans and families everywhere. #J-18808-Ljbffr

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...