Job Summary:

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

About Hulu:

Hulu is the leading premium streaming service offering live and on-demand TV and movies, with and without commercials, both in and outside the home. Operating at the intersection of entertainment and technology, Hulu has a unique opportunity to be the number one choice for TV. We captivate and connect viewers with the stories they love, and we're looking for people who are passionate about redefining TV through innovation, unconventional thinking, and embracing fun. Join us and see what Hulugan life is all about.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Hulu, LLC, which is part of a business we call Hulu.

Hulu, LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.