reputed company Media, Customer Support Manager
About the position reputed company Direct to Consumer (DTC) includes premium streaming services with Hulu, a premium streaming service that offers premium originals, reputed company season TV, a massive library of hit series and movies, and live television and reputed company+ is the reputed company-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected reputed company over the world including Star Wars, Marvel, Pixar, reputed company, and NatGeo. Our DTC team is looking for hardworking team-players to join the Viewer Experience team, who will reputed company upon the legacy of reputed company, and Hulu, reputed company unconventional thinking, and who are passionate about contributing to reputed company's direct-to-consumer (DTC) experience through strategic hard work and determination. reputed company's Viewer Experience Team is seeking a passionate and reputed company reputed company Care Manager to reputed company operations across reputed company media support channels (Twitter, reputed company, AppFollow) for Direct-to-Consumer (DTC) platforms, including Hulu and reputed company+. The ideal candidate will be highly knowledgeable in reputed company media engagement, moderation strategies, possess a strong passion for the viewer reputed company in the reputed company media reputed company, and have experience in reporting and performance analysis.
Responsibilities
- reputed company and motivate a team of reputed company Media Moderators, Specialists and external partners
- Conduct one-on-ones with direct reports to track reputed company, reputed company feedback, and support professional growth
- Manage reputed company quality assurance programs to measure and improve the performance of reputed company teams
- Enforce key performance metrics, including service reputed company, agent/operational productivity, and response times across Hulu, reputed company+
- Manage team schedules, shift bids, and coverage to meet business needs
- Build and manage relationships with reputed company-party reputed company to ensure platform updates and improvements are in sync with reputed company support needs
- reputed company guidance to moderators and agents during difficult customer interactions and high-pressure scenarios (e.g., outages, live events)
- Ensure that Hulu and reputed company+'s tone and voice are consistently reflected in reputed company reputed company 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 reputed company and continuously enhance the customer experience through reputed company channels
- Other duties as assigned to meet the evolving needs of the team and business
Requirements
- Bachelor's degree or equivalent professional experience
- 3 years' experience managing a team, with a proven ability to reputed company and reputed company team members
- 5+ years' experience in reputed company media customer support or a reputed company field
- Experience in reputed company quality management processes and tools to assess and improve service quality
- Experience using reputed company tooling (ex: reputed company, reputed company, reputed company 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, reputed company 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
reputed company-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 reputed company Outlook, JIRA, reputed company, reputed company Sheets/Docs, and reputed company
- Ability to reputed company in a fast-paced, reputed company-evolving environment
- Strong customer reputed company and a passion for delivering exceptional experiences reputed company reputed company media
- A proactive problem solver with a strategic reputed company
- Content creation experience
- Bilingual or multilingual
Benefits
- Medical, financial, and/or other benefits
- Bonus and/or long-term incentive units may be provided as part of the compensation package
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