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Associate Manager, Account Insights
Hulu
Santa Monica, CA, United States
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Hulu is a premium streaming TV destination that seeks to captivate and connect viewers with the stories they love. We create amazing experiences that celebrate the best of entertainment and technology. We’re looking for great people who are passionate about redefining TV through innovation, unconventional thinking and embracing fun. It’s a mission that takes some serious smarts, intense curiosity and determination to be the best. Come be part of the team that’s powering play.
SUMMARY
Hulu’s Viewer Experience (VX) team is seeking an Associate Manager who will be an exceptional addition to our Account Insights team. In this role, you will be responsible for managing the team that is researching account activity with respect to Hulu’s terms of service and working with customers to ensure compliance. If you have experience leading a team, analytical detective skills, deep customer empathy and love to unwind complex situations, then this is a great role for you.
WHAT YOU’LL DO
• Manage the day-to-day operations of the Account Analysis team who research accounts that have been flagged for activity that may be outside of Hulu’s terms of service
• Provide guidance to team using company guidelines to disposition cases (accounts that have been flagged)
• Continue to develop and refine the account review and disposition processes to function at scale
• Compile research and analysis related to account usage and compliance to generate reports and present finding to senior management and partner review
• Work closely with cross-functional team to improve and update guidelines, training materials, and policies.
WHAT TO BRING
• 1-2 years experience leading a team
• 1+ years in a role related to account analysis or investigative work
• Demonstrated focus on putting viewer and experience first, relentless focus on delighting customers and a strong bias for action
• Ability to work cross-team, across various levels, to define requirements and communicate updates
• Strong analytical skills plus Excel and SQL experience
• Strong judgment, able and willing to make a decision based on incomplete or ambiguous data
• Ability to develop presentations leveraging a proficiency in MS Office, Google Slides, and/or Keynote
• Bachelor’s degree with emphasis in Accounting, Business, Finance, Economics, or similar
• Strong understanding of VX Operations metrics and policies
NICE-TO-HAVES
• Experience working with Tableau, Hue, Salesforce or similar platforms
We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with applicable federal, state and local laws.