Team Manager, Viewer Experience Advocates (Second Shift)

Customer Support | San Antonio, TX

Travel Required: No | People Manager: Yes

Hulu is a premium streaming TV destination that seeks to captivate and connect viewers with the stories they love. We create amazing experiences that celebrate the best of entertainment and technology. We’re looking for great people who are passionate about redefining TV through innovation, unconventional thinking and embracing fun. It’s a mission that takes some serious smarts, intense curiosity and determination to be the best. Come be part of the team that’s powering play. 

SUMMARY

Hulu’s Viewer Experience team is seeking a Team Manager, Viewer Experience Advocates who will be an exceptional addition to our Viewer Experience (VX) team.  Team Manager, Viewer Experience Advocates at Hulu will be directly responsible for the day-to-day running of the operation through our teams of Viewer Experience Advocates (VXA). You are passionate about developing team members and provide guidance and leadership to your team through ongoing coaching and support. You help your team and those around you to continuously raise the quality bar for our viewers, unlocking the team’s potential to deliver the highest level of customer satisfaction and support. You can handle multiple tasks, deal with ambiguous situations, and keep a calm demeanor when the going gets tough. Team Managers partner with other departments helping with schedule management, identifying workflow requirements and gaps, data analysis (understanding of SLA’s and core operational metrics), and problem solving.  The right person for this role is an empathetic yet performance-oriented leader of teams and passionate about providing world class customer support.

WHAT YOU’LL DO

  • Manage and guide a team of Viewer Experience Advocates to deliver exceptional customer service
  • Work cross functionally with other Team Manager's to ensure consistency and calibration in managing Hulu standards
  • Perform quality audits and provide behavioral coaching to assigned staff
  • Manage team to operational goals, performance standards, and KPI’s with your teams to properly align with the company Mission, Vision, and Values
  • Identify opportunities using metrics, customer satisfaction, best practices and customer feedback to drive operational improvements
  • Identify and anticipate trends by applying business judgment, collecting anecdotal data from team, and reviewing operational metrics. Articulate impact of issues in a way that drives action/response
  • Daily management of assigned staff KPI’s
  • Ensure compliance with company policy and procedures (attendance and adherence)
  • Participate in interviewing, hiring, and on-boarding processes

WHAT TO BRING

  • 3+ year of management or relevant professional experience required
  • Understanding of what exceptional customer service looks like
  • Excellent prioritization skills - very detail oriented
  • Strong communication skills both verbal and written
  • Excellent judgment - you are comfortable giving feedback, coaching, and mentoring
  • Experience developing Call Center agents, monitoring intraday call volume and enforcing schedule with agents
  • Flexible - Willing to support the team and our viewers (including weekends, nights, and holidays) going above and beyond to ensure Viewer Experience Advocates, Resolution Specialists and our viewers are supported

NICE-TO-HAVES

  • Bachelor’s degree preferred
  • Background in call center/customer support operation
  • Analytical skills to support problem solving

Just like the best ensemble casts of our favorite shows, Hulu embraces diversity and is proud to be an Equal Opportunity Employer.

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