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Global Associate Manager, Workforce Optimization

Full-Time at Hulu San Antonio

Life at Hulu

We're stronger together, love to give back, and proud of the company and culture we've built. Join us, and help drive our vision of being the #1 choice for TV.

Candace Hulu San Antonio Candace
Hulu is a company that truly lives up to its core values and that is a rare find.

The part you’ll play and
preparation for your role.

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.


Are you looking for a position that provides a front-row seat to the 'Behind the Scenes' management and support of our Viewer Experience Center? Would you like to help us identify risk and partner with fellow Hulugans to ensure we start with the viewer? If yes, we want to hear from you! We are seeking self-assured, ambitious, and curious candidate that wants to be part of a solution-based team! A person who would like to establish their brand, help build our team, and cultivate memorable relationships and partnerships. In this role, you will have an opportunity to influence our ongoing strategies, partner to improve our guidelines, and develop new concepts that support our Core Values.

As a top-tier individual contributor with the Workforce Optimization Team in San Antonio, Texas, this person possesses a highly proficient knowledge and execution of Workforce Theory and Best Practices to include all call center operations and metrics. We partner in many collaborations across various partners, both internal and external. We support services 24x7x365, across multiple domestic and international sites/locations.


  • Act as the point of contact for the workforce team. Responsible for making decisions four to six weeks into the future by making recommendations for adjusting staffing plans based on the day-to-day, long-term, and historical trends and events
  • Conduct and train how to complete root cause, deep-dive analysis and implement actions for trend identification using intraday and historical reporting
  • Trouble-shoot and provide feedback for complex problems related to product launches or marketing initiative, technology, natural disasters, finance or billing changes and impacts, cyclical effects, etc.
  • Track and communicate business impact of any system / application outages at the contact center
  • Partner cross-functionally on proactive messaging on WFM, Telephony, Social, and Help site channels during incidents
  • Facilitate collaborated discussions with workforce and operational leadership in weekly meetings to finalize action plans that will balance service and cost
  • Design strategy, guidelines, procedures, reporting, and training programs to support workforce needs, update, review, and complete regular audits
  • Work with senior leadership to develop policies, procedures, and training sessions that will meet the needs of their department
  • Monitor the training, development, and performance of employees; provide consistent mentoring and feedback
  • Coordinate activities of team members to ensure efficient and quality execution of their responsibilities
  • Handle complex, escalated, or urgent issues related to contact center management
  • Interview and hire workforce personnel


  • 8+ years of Workforce Management experience
  • 3+ years of management experience
  • Preferred +5 years working Forecasting, Scheduling, and Intraday Management in a high-growth company
  • Validated focus on putting viewer and experience first, relentless focus on delighting customers, and a strong bias for action
  • MS Excel and/or MS Access skills required
  • Working knowledge of Verint, IEX, Aspect, Calabrio, or other scheduling software
  • Must possess an in-depth understanding of call center metrics and mathematics
  • Developed capacity to work and interact with people at various levels of a professional organization from associates to senior leadership. Success in working cross-functionally and independently across numerous teams with various functional partners
  • Ability to collaborate across the organization, specifically teaming up with Tech to respond to incidents and drive improvements
  • Available for incident response 24/7/365
  • Experience exercising strong oral, written, listening, and interpersonal skills
  • Advanced proficiency with time management and prioritization of tasks to meet deadlines in a fast-paced environment with quality. Attention to detail, consistent delivery of data integrity that is clean and compliant
  • Adaptable to an ever-changing and consistently fast-paced environment


  • Experience with Salesforce, Five 9, Service Now and Talk Desk
  • Experience with BPO management.


Our Hiring Process

  • Step 1

    Apply for a role through our career site, or through a referral, and complete any assessments required for the role. Make sure to browse through and our careers site to get an understanding of our product and culture.

  • Step 2

    If you’re a potential fit, a recruiter will reach out for an initial screen. They will want to learn more about you, your background, goals, and aspirations – and answer any questions you have about the position. You may also be asked to speak to the hiring manager for the role.

  • Step 3

    Come on in and meet the team in person. This is typically the final stage and your chance to leave a lasting impression through your enthusiasm, preparation, abilities, and resume. You may also be asked to present “pre-work” that shows how you would handle a specific challenge or scenario.

Just like the best ensemble casts of our favorite shows,
Hulu embraces diversity and is proud to be an Equal Opportunity Employer.

We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, in accordance with applicable federal, state, and local law. Hulu is committed to providing reasonable accommodations to applicants if needed during the interview process.

  • Great Place to Work  - 2019 Diversity
    Best Workplaces™ for Diversity


  • Great Place to Work - 2019 New York
    Best Workplaces™ in New York


  • Great Place to Work - 2019 Great Place to Work Women
    Best Workplaces™ for Women


  • Great Place to Work - 2019 Best Workplaces Greater China
    Best Workplaces™ in Greater China


  • She Runs It. - 2020 Outstanding Company for Working Mothers
    She Runs It.® Outstanding Co. for Working Mothers


  • Great Place to Work - 2020 Best Workplaces Texas
    Best Workplaces™ in Texas


  • The Work Culture Honoree List - 2020
    The Work Culture Honoree List® by Cablefax


  • Asia's Best Workplaces - 2020
    Asia's Best Workplaces™


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