Associate Manager, Social Media
Hulu
Santa Monica, CAThis was removed by the employer on 5/17/2022 5:56:00 AM PST
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Full Time Job
Hulu's Viewer Experience (VX) team is seeking an Associate Community Manager who will be an exceptional addition to our team. As the Associate Manager, Community, you will help shape and implement Hulu's Community engagement strategy including platform management, redefining moderation policies and approach & digging into Community data. This role will serve as the primary point of contact for cross team collaboration with other business functions including VX Social, Marketing, PR, Content, User Experience, Analytics, and other marketing channels to ensure that the Community is appropriately positioned to provide data as required respective to the viewer journey. The right person for this role will drive Community moderation for Hulu viewers and has a talent for developing and challenging their team members. If you are someone with a deep appreciation of the power of online communities and a passion for creating great experiences for customers and employees, then this is a great role for you.
Responsibilities
:
• Lead a new team consisting of Community Moderators and work closely with the Manager, Social and Community - VX to ensure metrics & workflow support the greater company goals
• Define the key success metrics and implement the appropriate reporting and analysis processes with existing tools, while considering the needs of different teams across Hulu
• Contribute to the development of the Community roadmap and ensure effective prioritization of resources to deliver business needs
• Develop and operationalize programs to incent community participation and reflect the Hulu brand
• Identify opportunities to extend Hulu's passion for customer support across our Community
• Collaborate cross-functionally to build towards a seamless customer experience while supporting the greater goals as they pertain to Hulu's Community moderation strategy
• Partner with the internal Customer Support teams, as well as Brand, Content, Creative and PR teams to ensure alignment of messaging and presentation across channels
• Manage the relationship with existing third-party technology partners and involve senior stakeholders to get buy in for any updates and changes to the platform
Basic Qualifications
:
• 1 years' experience managing a team, proven ability to inspire and develop team members
• 3 years' experience in online community moderation, proven ability to drive business outcomes through online activity
• Demonstrable understanding of which metrics and tools help enhance the consumer experience through social channels
• Ability to learn complex analytics systems in great detail, and to translate that knowledge into clear, results-oriented programs
• Proven ability to develop and operationalize innovative online community programs
• Excellent written and verbal communication skills
• Ability to collaborate well with cross-functional teams
• Flexibility to provide coverage supporting business needs during significant live TV events falling on evenings and weekends
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