Product Manager, Internal Tools

Job Description

Hulu's Viewer Experience (VX) Product team is seeking a Product Manager for Internal Tools to join the Self-Service Support Strategy group. As our Product Manager, you will be responsible for developing and executing the strategy for platform tools that enable internal users to deliver exceptional self-service support experiences for our viewers. You will play a critical role in improving operational efficiency and effectiveness for the Self-Service Support Strategy group. The ideal candidate for this role is energized by optimizing internal workflows, has experience scaling technology platforms at a global level, and is ready to get their hands dirty with the details. If you are someone who is passionate about the customer experience (internal and external), has an entrepreneurial spirit, and thrives in cross-collaborative environments, we'd love to hear from you!

WHAT YOU'LL DO
• Lead the product vision and roadmap for our CRM and CMS platforms that directly impact internal teams and empower them to quickly set up, manage, and execute targeted content
• Prioritize and maintain the backlog in partnership with development teams to build incremental improvements in an agile environment
• Define product requirements and collaborate with UX Design and Engineering for timely delivery of platform improvements
• Partner with stakeholders (e.g. Product, Support Content, Community Engagement, Operations teams, etc.) to understand their workflows, gather use cases, and find opportunities to enhance platform capabilities and operational productivity
• Collaborate with cross-functional teams, including UX Design, Data Science, Viewer Insights, and Product, to define platform solutions that address complex business problems
• Ensure new tools and capabilities seamlessly integrate with existing systems to improve and expand scalability of platform infrastructure to meet needs of stakeholders across brands, countries, and regions
• Drive change management through documentation, training sessions, and configuration support
• Define, monitor and communicate key success metrics a regular basis to continue iterating on our platforms tools
• Be the subject matter expert on our CRM and CMS platforms to provide advice for business needs

WHAT TO BRING
• 4+ years of internal product management focused on CRM
• Direct experience with established CRM platforms like ServiceNow or Salesforce
• Proven track record of delivering high-quality features and scaling internal platform solutions at a global level
• Strong analytical abilities, with familiarity using tools such as Google Analytics and Tableau
• Deep understanding of customer service industry
• Keen eye for design, copy and a creative problem solver
• Exceptional written, verbal, interpersonal, and presentation communication skills
• Exhibits humility and integrity, helping to build a healthy and fun team environment!

NICE-TO-HAVES
• Experience with content management systems or website management platforms
• Experience with A/B testing practice
• Familiarity with a matrix organization
• Passion for television, Streaming Video on Demand (SVOD), or Over the Top (OTT) industry

Jobcode: Reference SBJ-rj860b-13-59-227-111-42 in your application.