Capacity Planning Manager, Viewer Experience

Customer Support | Santa Monica, CA | Full-Time

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 (VX) team is seeking a Workforce Management Capacity Planning Manager, who will be an outstanding addition to our team.  In this role, you will build and lead the Viewer Experience capacity planning and budgeting processes to ensure the VX organization is staffed appropriately to deliver on (Key Performance Indicators) KPI’S.  If you are someone who thrives on analyzing multiple data sets, building contact center forecasting and capacity planning processes, driving efficiencies, partnering with cross functional stakeholders, then this is a great role for you.

WHAT YOU’LL DO

  • Build best capacity plans for the VX team by managing tradeoffs between cost, service levels, viewer experience, and advocate experience
  • Responsible for maximizing efficiency and occupancy while meeting service objectives
  • Partner closely with Finance on budget approval process
  • Build ramp plans for VX and partner with Hulu Recruiting and Workplace Experience teams to hire staff
  • Partner with Hulu Marketing team to account for all campaigns that drive business/contact growth   
  • Mitigate capacity risks by managing FTE need between internal and partner sites
  • Partner with Hulu Command Center and monitor attrition, schedule adherence and shrinkage to optimize short term capacity plan
  • Manage the intraday/daily/weekly/monthly forecasting process for Hulu VX team
  • Lead a team of WFM professionals to optimize the forecasting and capacity planning process
  • Conduct deep analysis on variance of forecast to actuals and recommend schedule changes to meet service levels
  • Manage historical data from previous initiatives and pilots to build educated assumptions for future forecasting periods
  • Build budgeting process for internal vs partner site strategy

WHAT TO BRING

  • Bachelor’s degree and or 10+ years working in high volume customer-facing operational environment
  • 10+ years leadership experience in workforce management roles, in a fast-paced environment
  • 6+ years of experience in building and managing workforce management teams and leading 24/ operations
  • Strong analytical skills in call volume, employee workloads, and staffing optimization
  • Proven ability to drive continuous improvement in operational processes
  • Ability to collaborate across the organization, specifically partnering with Finance for short and long-term budgeting process

NICE-TO-HAVES

  • WFM / SWPP / COPC / Six Sigma certification
  • Experience in Television, Satellite and or on demand entertainment

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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