Associate Manager, Workforce Optimization

Customer Support | San Antonio, TX | Full-Time

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 smart, intense curiosity and determination to be the best.  Come be part of the team that’s powering play.


Hulu’s Viewer Experience (VX, or Customer Support) team is seeking an Associate Workforce Manager who will be an exceptional addition to our team. In this role, you will oversee a team of analysts who are responsible for all facets of workforce planning, scheduling, and intraday management. The selected candidate will work with site and department leaders to drive continuous improvement in WFM processes and tools, ensure adequate staffing and coverage by interval, and develop contingency plans for times of peak demand. If you are someone who thrives on responding rapidly to changes and challenges and is equally motivated to identify improvements in business processes, then this is a great role for you.


  • Contribute to the analysis, problem solving, and planning of the overall WFM strategy, including long- and short-term planning
  • Work with senior leadership to develop policies, procedures, and training programs that will meet the needs of the department
  • Monitor the training, development, and performance of employees; provide consistent coaching and feedback
  • Coordinate activities of team members to ensure efficient and quality execution of their responsibilities
  • Work closely with Team Managers and site leadership as a primary contact for scheduling ad-hoc offline activities for Advocates
  • Track and communicate business impact of any system / application outages at the contact center
  • Escalate system / application outages to the Network Operations Center and provide continuous updates to VX management team until resolution
  • Partner cross-functionally on proactive messaging on WFM, Telephony, Social, and Help site channels during incidents
  • Handle complex, escalated, or urgent issues related to contact center management


  • 8+ years of Workforce Management experience
  • 3+ years of management experience
  • Forecasting, Scheduling, and Intraday management experience in a high-growth company
  • Demonstrated focus on putting viewer and experience first, relentless focus on delighting customers, and a strong bias for action
  • MS Excel and/or MS Access skills required
  • Working knowledge of Verint, IEX, Aspect, Calabrio, or other scheduling software
  • Must possess an in-depth understanding of call center metrics and mathematics
  • Ability to collaborate across the organization, specifically partnering with Tech to respond to incidents and drive improvements
  • Available for incident response 24/7/365


  • Experience exercising strong oral, written, listening, and interpersonal skills
  • Ability to develop presentations leveraging a proficiency in MS Office
  • Experience with Salesforce and Five 9 Telephony

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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