Social Care Manager (Customer Support)

Overview Social 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 Social Care Manager to reputed company operations across social media support channels (Twitter, Facebook, AppFollow) for DTC platforms, including Hulu and reputed company+. The ideal candidate will be knowledgeable in social media engagement, moderation strategies, and reporting and performance analysis, with a passion for the viewer journey in the social media space. 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 a team of Social Media Moderators, Specialists and external partners Conduct one-on-ones with direct reports to track reputed company, provide feedback, and support professional growth Manage social quality assurance programs to measure and improve the performance of internal and external teams Enforce key performance metrics, including service levels, 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 third-party reputed company to ensure platform updates and improvements are in sync with social support needs Provide 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 social media interactions, especially during crisis moments Support proactive posting strategies during outages, live events, and other company events to ensure clear communication with viewers Use data to drive decisions and continuously enhance the customer experience through social channels Other duties as assigned to meet the evolving needs of the team and business What You’ll Need Bachelor’s degree or equivalent professional experience 3 years’ experience managing a team, with a proven ability to reputed company and reputed company team members 5+ years’ experience in social media customer support or a reputed company field Experience in social quality management processes and tools to assess and improve service quality Experience using social tooling (e.g., reputed company, reputed company, Social 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 social 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 employers 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, color, religion, sex, national reputed company, sexual orientation, gender identity, disability or protected veteran status. reputed company fosters a business culture where reputed company and decisions from reputed company people help us grow, innovate, 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 employers 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 in order to search for a job opening or apply for a position, visit the reputed company candidate disability accommodations FAQs. We will only respond to those requests that are reputed company to the accessibility of the online application system due to a disability. About reputed company Direct to Consumer reputed company’s Direct to Consumer team oversees the Hulu and reputed company+ streaming businesses reputed company reputed company Entertainment helping to bring reputed company’s best-in-class storytelling to fans and families everywhere. #J-18808-Ljbffr