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Associate Manager, Social Media

Apply NowApply Later Job ID 972473BR Location Santa Monica, California, United States Business Hulu Date posted May 01, 2022 Flex Type Hybrid

Job Summary:

Hulu is continuously looking to raise the quality bar for our viewers by ensuring that we deliver the highest level of customer satisfaction and support across all communication channels. The Viewer Experience Social Support team is looking for an individual with a strong understanding of social media engagement and the necessary operations to support a community that successfully serves and engages with our viewers. The ideal candidate will demonstrate a passion for digital products, entertainment, social ecosystems, and new technology. The qualified candidate will be passionate about serving operational teams and business stakeholders, developing team members, and providing guidance. The candidate needs to be comfortable being uncomfortable and remain calm as continuous change affects operations.

The Associate Manager, VX Social Media Moderators will report to the Manager, VX Social and Community and partner with other teams within the Viewer Experience department to help support workforce management, identifying workflow requirements and opportunities, data analysis (understanding of SLA’s, performance, adherence, engagement and other operational metrics), and process problem solving.


  • Define and deliver goals and performance standards to teams and team members including but not limited to individual impact metrics and team based engagement & service metrics
  • Articulate cross-team goals and performance standards with the team to properly align with the company Mission, Vision, and Values
  • Foster career development by delivering actionable feedback on individual performance in 1:1 meetings
  • Create a collaborative culture amongst operational teams to deliver both individual and team based performance
  • Manage the quarterly shift bid and shift trade process + manage team schedules and coverage
  • Contribute to improving operational excellence through collaboration with other leads and Viewer Experience teams
  • Participate in interviewing, hiring, and onboarding processes for Social Community Moderators
  • Flexibility to provide coverage supporting business needs during significant live TV events falling on evenings and weekends

Basic Qualifications:

  • 3 or more years of work experience
  • 3 or more years of experience in customer service
  • 1 or more years experience managing a team
  • 3 or more years of experience managing social community ecosystems and service channels
  • Proven ability to inspire, develop, and performance manage team members
  • Ability to grasp new & changing technologies
  • A history of driving projects to completion and adapting to ongoing business/industry changes
  • Experience speaking online publicly to a large audience, or on behalf of a company
  • Be able to multitask and have strong interpersonal skills

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

This role is considered hybrid, which means the employee will work a portion of their time on-site from a Company designated location and the remainder of their time remotely.

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.

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