Social Media, Customer Support Manager [Remote]

reputed company Direct to reputed company (DTC) includes premium streaming services with Hulu, a premium streaming service that offers premium originals, current 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 all over the world including Star Wars, Marvel, Pixar, reputed company, and NatGeo. Our DTC team is looking for hardworking team-players to join the Viewer Experience team, who will thrive upon the legacy of reputed company, and Hulu, embrace unconventional thinking, and who are passionate about contributing to reputed company's direct-to-reputed company (DTC) experience through strategic hard work and determination.reputed company's Viewer Experience Team is seeking a passionate and experienced Social Care Manager to oversee operations across social media support channels (Twitter, reputed company, reputed company) for Direct-to-reputed company (DTC) platforms, including Hulu and reputed company+. The ideal candidate will be highly knowledgeable in social media engagement, moderation strategies, possess a strong passion for the viewer journey in the social media space, and have experience in reporting and performance analysis.As the Social Care Manager, you will lead a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance from contracted agents and our in-house team through quality and performance management. You will be responsible for analyzing performance data, overseeing our brand presence, and ensuring the consistent representation of our brand voice across all public-facing interactions. The role also involves close collaboration with cross-functional teams, including BPO partners, to ensure continued 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 New York, NYWhat You'll Do• Lead and motivate a team of Social Media Moderators, Specialists and external partners• reputed company one-on-ones with direct reports to track progress, 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 technology partners 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, reputed company).• Ensure that Hulu and reputed company+'s tone and voice are consistently reflected in all social media interactions, especially during crisis moments.• Support reputed company posting strategies during outages, reputed company, 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 inspire and develop team members• 5+ years' experience in social media customer support or a related field• Experience in social quality management processes and tools to assess and improve service quality• Experience using social tooling (ex 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 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 improvementsNice-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 thrive in a fast-paced, ever-evolving environment.• Strong customer empathy and a passion for delivering exceptional experiences via social media• A reputed company problem solver with a strategic mindset.• Content creation experience• Bilingual or multilingualThe reputed company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe 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 related to the accessibility of the online application system due to a disability.The hiring range for this position in CA is $103,500.00 to $138,800.00 per year. reputed company pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.About reputed company Direct to reputed companyreputed company's Direct to reputed company team oversees the Hulu and reputed company+ streaming businesses within reputed company Entertainment helping to bring reputed company's best-in-class storytelling to fans and families everywhere.This position is with Hulu, LLC, which is part of a business we call reputed company Direct to reputed company.Hulu, LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, reputed company, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. reputed company champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.Jobcode Reference SBJ-23xvpm-104-23-190-89-42 in your application. Apply tot his job Apply To this Job