Associate Manager, Social Media
Hulu
Santa Monica, CAThis was removed by the employer on 6/25/2022 5:56:00 AM PST
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Full Time Job
Hulu is continuously looking to raise the quality bar for our viewers by ensuring that we deliver the highest level of customer satisfaction and support across all communication channels. The Viewer Experience Social Support team is looking for an individual with a strong understanding of social media engagement and the necessary operations to support a community that successfully serves and engages with our viewers. The ideal candidate will demonstrate a passion for digital products, entertainment, social ecosystems, and new technology. The qualified candidate will be passionate about serving operational teams and business stakeholders, developing team members, and providing guidance. The candidate needs to be comfortable being uncomfortable and remain calm as continuous change affects operations.
The Associate Manager, VX Social Media Moderators will report to the Manager, VX Social and Community and partner with other teams within the Viewer Experience department to help support workforce management, identifying workflow requirements and opportunities, data analysis (understanding of SLA's, performance, adherence, engagement and other operational metrics), and process problem solving.
Responsibilities
:
• Define and deliver goals and performance standards to teams and team members including but not limited to individual impact metrics and team based engagement & service metrics
• Articulate cross-team goals and performance standards with the team to properly align with the company Mission, Vision, and Values
• Foster career development by delivering actionable feedback on individual performance in 1:1 meetings
• Create a collaborative culture amongst operational teams to deliver both individual and team based performance
• Manage the quarterly shift bid and shift trade process manage team schedules and coverage
• Contribute to improving operational excellence through collaboration with other leads and Viewer Experience teams
• Participate in interviewing, hiring, and onboarding processes for Social Community Moderators
• Flexibility to provide coverage supporting business needs during significant live TV events falling on evenings and weekends
Basic Qualifications
:
• 3 or more years of work experience
• 3 or more years of experience in customer service
• 1 or more years experience managing a team
• 3 or more years of experience managing social community ecosystems and service channels
• Proven ability to inspire, develop, and performance manage team members
• Ability to grasp new & changing technologies
• A history of driving projects to completion and adapting to ongoing business/industry changes
• Experience speaking online publicly to a large audience, or on behalf of a company
• Be able to multitask and have strong interpersonal skills
Preferred Qualifications:
• Experience defining and measuring individual and team based performance for customer service organizations
• Proficiency using tools & systems to run reports and design scheduling models
• Proficiency in the following tools: Microsoft Outlook, JIRA, Salesforce, Google Sheets/Docs, Airtable
• Ability to maneuver effortlessly through various digital communication channels to provide viewers with prompt, courteous and accurate information
Required Education
:
• BS/BA degree or relevant professional experience