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Product Manager, Internal Tools

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

Hulu’s Viewer Experience (VX) Product team is seeking a Product Manager for Internal Tools to join the Self-Service Support Strategy group. As our Product Manager, you will be responsible for developing and executing the strategy for platform tools that enable internal users to deliver exceptional self-service support experiences for our viewers. You will play a critical role in improving operational efficiency and effectiveness for the Self-Service Support Strategy group. The ideal candidate for this role is energized by optimizing internal workflows, has experience scaling technology platforms at a global level, and is ready to get their hands dirty with the details. If you are someone who is passionate about the customer experience (internal and external), 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 our CRM and CMS platforms that directly impact internal teams and empower them to quickly set up, manage, and execute targeted content
  • Prioritize and maintain the backlog in partnership with development teams to build incremental improvements in an agile environment
  • Define product requirements and collaborate with UX Design and Engineering for timely delivery of platform improvements
  • Partner with stakeholders (e.g. Product, Support Content, Community Engagement, Operations teams, etc.) to understand their workflows, gather use cases, and find opportunities to enhance platform capabilities and operational productivity
  • Collaborate with cross-functional teams, including UX Design, Data Science, Viewer Insights, and Product, to define platform solutions that address complex business problems
  • Ensure new tools and capabilities seamlessly integrate with existing systems to improve and expand scalability of platform infrastructure to meet needs of stakeholders across brands, countries, and regions
  • Drive change management through documentation, training sessions, and configuration support
  • Define, monitor and communicate key success metrics a regular basis to continue iterating on our platforms tools
  • Be the subject matter expert on our CRM and CMS platforms to provide advice for business needs

WHAT TO BRING

  • 4+ years of internal product management focused on CRM
  • Direct experience with established CRM platforms like ServiceNow or Salesforce
  • Proven track record of delivering high-quality features and scaling internal platform solutions at a global level
  • Strong analytical abilities, with familiarity using tools such as Google Analytics and Tableau
  • Deep understanding of customer service industry
  • 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

  • Experience with content management systems or website management platforms
  • Experience with A/B testing practice
  • Familiarity with a matrix organization
  • Passion for television, Streaming Video on Demand (SVOD), or Over the Top (OTT) industry

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.

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