Full Time Job

Quality Team Manager Lead


San Antonio, TX 07-15-2020
  • Paid
  • Full Time
  • Mid (2-5 years) Experience
Job Description

Hulu's Viewer Experience (VX) team is seeking a Team Manager Lead who will be a forward-thinking leader for our VX Quality & Experience team. As a Team Manager Lead of Quality & Experience, you will help lead a team of 13 Quality Specialists who are focused on improving our viewer's experience when they contact Hulu, Disney+ and ESPN+ via phone or chat. Your primary role will be not only be to support and develop the Quality Specialists, but to engage in projects and initiatives to improve the customer experience across all lines of business. The right person for this role has a passion for Hulu's values and our viewers, phenomenal mentoring and problem-solving skills, and a creative mind to help set the vision for our continued efforts to improve processes and services that benefit our Advocates and viewers.
What you’ll do
• Lead and guide a team of VX Quality and Experience Specialists to provide outstanding customer service and drive improvements in our viewers’ experience with Hulu, Disney+ and ESPN+
• Work closely with our Data Analytics team to deep dive into customer experience scores and Quality reviews seeking answers to trends and finding areas of opportunity for improvement
• Partner with technology teams to inspire change that will allow our Advocates to create more efficient, accurate and organic customer interactions and to create a clearer picture of the customer experience
• Partner with Program/Product Managers to understand changes that may impact how VXAs interact with viewers and make recommended changes to quality process when needed
• Manage projects targeted at improving the customer or Advocate experience by partnering with internal teams from Technology, Viewer Insights and others
• Engage in our auditing process to ensure our Business Process Outsourcers BPOs) are providing an outstanding service experience that is aligned with the in-house team
• Lead team to operational goals, performance standards, and critical metrics with your team to properly align with the company Mission, Vision, and Values
• Ensure compliance with company policy and procedures
• Participate in interviewing, hiring, and on-boarding processes

What to bring
• 3+ years of management or relevant professional experience required
• High school diploma – Bachelor’s degree preferred
• Strong analytical skills with the ability to create reports, analyze the results and find the story within the data
• Ability to create meaningful recommendations based on data findings
• Strong skills with Microsoft Excel and PowerPoint
• Strong presentation skills in communicating across lines of business, to partners in all global locations serviced by Hulu, Disney+ and ESPN+
• Experience in working directly with Hulu’s Business Process Outsourcers preferred
• Strong mentoring skills with a passion for excellence
• Experience in contact center Quality programs preferred
• Experience in mentoring and coaching a team to improve critical metrics
• In-depth knowledge of current VXA processes
• Divergent thinking