Job Description
Hulu's Viewer Experience (VX) Product team is seeking a Product Manager who will be an exceptional addition to our Customer Self-Service Support group and help deliver effortless experiences that empower viewers with fast, effective solutions. As our Product Manager, you will be responsible for developing the vision and strategy for article and search experiences on Disney Streaming's Help Centers -- the viewers' hub for all support channels. You will play a critical role in building a vessel that showcases article content and elevates the experience to help viewers decide which articles will best resolve their issues. The ideal candidate for this role has a proven track record of shipping features for consumer websites or applications, has a bent for optimization, and is eager to learn by getting their hands dirty with the details. If you are someone who is passionate about the customer experience, 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 Help Center article and search experiences
• Collaborate with other VX Self-Service Product Managers and cross-functional teams (e.g. Content, UX Design, Data Science, and Research) to ideate solutions that address both user and business needs, and create powerful customer experiences
• Prioritize and maintain the backlog in partnership with development teams to build incremental improvements in an agile environment
• Define feature requirements and collaborate with UX Design and Engineering for timely delivery of product improvements
• Define, monitor and communicate key success metrics on a regular basis to identify new opportunities that drive fast, effective resolution and continue iterating on our article and search experiences
• Ensure new features and capabilities improve and expand scalability of products to meet needs of stakeholders across brands, countries, and regions
• Be the subject matter expert on customer needs and behavior to maximize resolution rates and improve contact deflection rates
WHAT TO BRING
• 4+ years experience in consumer product management
• Strong analytical abilities with familiarity using tools such as Google Analytics and Tableau
• Experience with website management and CRM platforms
• 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
• Deep understanding of customer service industry and business strategy
• Familiarity with A/B testing practice
• Experience with scaling products across regional markets.
• Passion for television, Streaming Video on Demand (SVOD), or Over the Top (OTT) industry
Jobcode: Reference SBJ-r0w4v1-3-235-243-45-42 in your application.