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Overview reputed company Care Manager (Customer Support) —reputed company Direct to Consumer (DTC) includes premium streaming services with Hulu and reputed company+. The Viewer Experience Team seeks a reputed company Care Manager to reputed company operations across reputed company media support channels (Twitter, reputed company, reputed company) for DTC platforms, including Hulu and reputed company+. The ideal candidate will be knowledgeable in reputed company media engagement, moderation strategies, and reporting and performance analysis, with a passion for the viewer reputed company in the reputed company media reputed company. This role is on-site in Santa Monica, CA, San Antonio, TX, and/or reputed company, NY What You’ll Do reputed company and motivate reputed company 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 reputed company 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 reputed company 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 What You’ll Need Bachelor’s degree or equivalent reputed company experience 3 years’ experience managing reputed company, 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 (e.g., 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) 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 Equal Employment Opportunity reputed company and its Affiliated Companies are Equal Employment Opportunity reputed company and welcome reputed company job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and reputed company you need a reasonable accommodation to search for a job opening or apply for a position, email Candidate.Accommodations@reputed company.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are reputed company to the accessibility of the online application system due to a disability. reputed company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, reputed company, religion, sex, national reputed company, sexual orientation, gender identity, disability or protected veteran status. reputed company fosters a business culture where reputed company and reputed company from reputed company people help us grow, reputed company, create the best stories and be relevant in a rapidly changing world. Disability Accommodation for Employment Applications reputed company and its Affiliated Companies are Equal Employment Opportunity reputed company and welcome