reputed company Media, Customer Support Manager [Remote]

reputed company reputed company to Consumer (DTC) includes premium streaming services with Hulu, a premium streaming service that offers premium originals, reputed company season TV, a massive library of hit series and movies, and live television and reputed company+ is the reputed company-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected reputed company over the world including reputed company Wars, Marvel, Pixar, reputed company, and NatGeo. Our DTC team is looking for hardworking team-players to join the Viewer Experience team, who will reputed company upon the legacy of reputed company, and Hulu, reputed company unconventional thinking, and who are passionate about contributing to reputed company's reputed company-to-consumer (DTC) experience through strategic hard work and determination. reputed company's Viewer Experience Team is seeking a passionate and reputed company reputed company Care Manager to reputed company operations across reputed company media support channels (Twitter, reputed company, reputed company) for reputed company-to-Consumer (DTC) platforms, including Hulu and reputed company+. The ideal candidate will be highly knowledgeable in reputed company media engagement, moderation strategies, possess a strong passion for the viewer reputed company in the reputed company media reputed company, and have experience in reporting and performance analysis. As the reputed company Care Manager, you will reputed company reputed company of reputed company Media Moderators, Specialists, and outsourced agents, ensuring high-level performance from contracted agents and our in-house team through reputed company and performance management. You will be responsible for analyzing performance data, overseeing our brand reputed company, and ensuring the consistent representation of our brand voice across reputed company reputed company-facing interactions. The role also involves reputed company collaboration with cross-functional teams, including BPO partners, to ensure reputed company accountability for key performance metrics and identifying opportunities for operational improvements. *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 reputed company reports to reputed company reputed company, reputed company feedback, and support reputed company reputed company.
• Manage reputed company reputed company 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 reputed company 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 reputed company management processes and tools to assess and improve service reputed company
• Experience using reputed company tooling (ex: 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 etc.)
• 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 reputed company 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 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@Disn

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