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International Program Manager, VX Launch Readiness

Full-Time at Hulu Santa Monica

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.

Susan Hulu Santa Monica Susan
Happy to work for a company that backs up what it says it stands for with real and meaningful action.

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.

SUMMARY

The combined DSS and Hulu Viewer Experience (VX, or Customer Support) team is seeking a Launch Readiness Program Manager, International, who will be an outstanding addition to our team. As a Launch Readiness Program Manager you will be responsible for the process and strategy that ensures the customer support teams have the resources, tools, training, and operational processes to support launches in geographies outside of the U.S., as well as the voice to influence the customer experience, and for providing support and connection points during and immediately following launches. The right person for this role is able to balance multiple projects and priorities simultaneously while driving accountability and communication across several teams. If you are someone who loves bringing projects together and having daily cross-functional work, then this is an excellent role for you.

WHAT YOU’LL DO

  • Collaborate with the Operations, Product, Tech, Marketing, Legal, and/or Partnership teams in multiple regional markets to ensure that customer support has all of the knowledge and materials required to most optimally support launches or changes in the product experience
  • Drive the ability of customer support to provide impactful insights during the launch development process or go-to-market planning.
  • Build and track global project plans for readiness, ensuring that all related processes (training, contact routing, content strategy etc.) are defined, approved, tested, and trackable in advance of launch.
  • Work directly with distribution or other external partners to establish shared customer support processes and ensure they are communicated and adhered to.
  • Lead ‘war room’ and launch day process and support response to any incidents or changes/learning
  • Coordinate with internal and external partners to ensure that relevant customer and customer support data and insights are shared throughout the launch process.
  • Identify, organize, and support the individuals responsible for customer support activities related to launch, assisting to identify gaps or risks and determine the best ways to resolve.
  • Work with global customer support operations teams and business process outsourcing partners to broadcast project updates to drive adoption and understanding (emails, office hours, etc).
  • Partner with peers and relevant partner teams to improve the team's ability to prepare for and support launches.

WHAT TO BRING

  • 2-4+ years experience in project management or other role requiring holding others accountable
  • Foundational knowledge of customer support operations and end-to-end project management.
  • Ability to travel to Europe, Latin America, or Asia Pacific
  • Capability to work across multiple cultures and time zones to ensure successful program execution
  • Strong verbal and written communication skills: communicate for execution and to influence customer experience decisions and outcomes.
  • Organizational and process improvement skills
  • Ability to both keep track of details and operate at higher altitudes
  • Ability to maintain focus and stay calm during times of change and stress
  • Bachelor’s degree

NICE-TO-HAVES

  • Proficiency in two or more languages
  • Solid understanding of General Data Protection Regulation (GDPR) or other global privacy policies
  • Experience with international programs and direct-to-consumer products
  • Knowledge of media/TV landscape
  • Software/technology company experience

Our Hiring Process

  • Explore life at Hulu

    Thanks for stopping by to get an inside scoop on our products and culture. Once you get a taste of the Hulu way of life, take some time to browse our open jobs to see where your expertise, interests, and experience align! We are so excited to see what you bring to the table.

  • Up next on your journey

    You applied to one of our roles and it looks like you might be a fit. As a next step, prepare to discuss your background, goals, and aspirations with a recruiter or team member.
    They will also be ready to answer all of your questions about Hulu and the role. If you aren't a fit this time, keep an eye on our open roles for the next opportunity that might be a match.

  • Meet the team

    Log on and meet the team virtually. With Hulu focused on keeping candidates and employees safe, we are conducting all interviews through video conferencing technology, and we are leveraging digital collaborative tools to ensure the experience is thorough and positive.
    The video interview is typically the final stage of the process and your chance to leave a lasting impression through your enthusiasm, preparation, abilities, and resume.

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.

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