Viewer Experience, Operational Insights Analyst

Customer Support | San Antonio, TX | Full-Time

Travel Required: No | People Manager: No

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, or Customer Support) team is seeking an Analyst who will be an exceptional addition to our Operational Insights team.  In this role, you will be responsible for generating reporting and insights related to the Viewer Experience Operations organization.  If you have experience in analytics, a deep understanding of Customer Support Operations and love to unwind complex situations, then this is a great role for you. 

WHAT YOU’LL DO

  • Produce and generate regular (daily/weekly/monthly) KPI reports for the Viewer Experience Operations Team
  • Provide on-site support to answer questions relating to Advocate and team performance for the Viewer Experience Team Managers and Operations Leadership team
  • Compile research and analysis related to the organization to generate reports and present finding to senior management
  • Work closely with cross-functional teams to improve and update Viewer Experience Operations KPI’s, Costing Model, and Performance Metrics

WHAT TO BRING

  • 2-3 years in a role related to customer support operations with deep understanding of agent performance and operational KPIs
  • Ability to work cross-team, across various levels, to define requirements and communicate updates
  • Strong analytical skills plus Excel and SQL experience
  • Strong judgment, able and willing to make a decision based on incomplete or ambiguous data
  • Ability to develop presentations leveraging a proficiency in MS Office, Google Slides, and/or Keynote

NICE-TO-HAVES

  • Bachelor’s degree with emphasis in Accounting, Business, Finance, Economics, or similar
  • Ability to develop presentations leveraging a proficiency in MS Office, Google Slides, and/or Keynote
  • Experience working with Tableau, Hue, Einstein Analytics or similar platforms

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with applicable federal, state and local laws.

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