- Oversee streaming media orchestration for all linear channels across Disney streaming platforms, as well as all live events on Hulu Live, including live streams of music festivals (Lollapalooza, Bonnaroo) and other content- Help drive key streaming-related business objectives for The Walt Disney Company, including expanding support to new audio and video formats, simplifying complex workflows, and leveraging existing infrastructure, in partnership with teams across all company segments

- Managed 24/7/365 tier 1 and 2 teams responsible for monitoring all linear and event TV contributions inbound to Hulu Live, including streams and schedule/rights data, ensuring stability of service and quick mitigation of viewer-facing incidents- Partnered with product, tech, marketing, and other teams across Disney to support unified technology platforms, including iterating on and conceptualizing internal tools and services, and supporting business objectives across multiple Disney streaming applications

- Managed 24/7/365 tier 1 team responsible for monitoring all linear and event TV contributions inbound to Hulu Live, including streams and schedule/rights data, ensuring stability of service and quick mitigation of viewer-facing incidents- Managed tier 2 support team for Hulu Live, responsible for deep-dive troubleshooting, advanced video and metadata investigation, and on-call support for incident management- Partnered with product, engineering, customer support, and other teams to prepare for product launches, support bespoke events for the Hulu viewer experience, and iterate on and/or conceptualize internal tools and services

- Developed new tools and features to support Hulu Live operations teams in coordination with product and tech team stakeholders, owning user acceptance testing for MVP and iterative developments- Established operational knowledge guides and SOPs for live stream incident management, event and stream monitoring, and metadata curation. Supported both tier 1 and tier 2 operational teams for end-to-end knowledge of live TV ingest pipeline- Drove efforts to move Hulu and external partners toward latest technology in live TV delivery, with an emphasis toward industry standards such as SCTE-224 and SCTE-35, providing greater operational flexibility and consistency- Collaborated with product team to define health metrics for live streams, deploy instrumentation to track said metrics, and provide data-driven performance recommendations and feedback internally and externally- Coordinated with product, tech, marketing, customer support, and business teams to execute sound operational practices for key live TV events, keeping an eye toward stability and risk mitigation

- Developed onboarding and quality validation workflows for all live/linear channels launched on Hulu Live, ensuring quality standards and operational stability- Managed workload for daily operations team that resolves day-to-day operational issues relating to content (VOD and live video ingest, publishing, transcoding, playback, etc.), Hulu FVOD distribution and external API support- Drove efforts to caption Hulu's full library of longform VOD content; project delivered ahead of schedule and significantly under budget

- Onboarded as operations lead for efforts to caption Hulu's full library of longform content- Established meeting cadence with Hulu customer support team to provide consistent feedback loop from customers to technology teams regarding content playback problems- Troubleshot content playback problems across multiple platforms, analyzing CDN, transcode, and metadata issues- Used SQL and Python daily to perform complex queries & data analysis, and scale operational tasks- Point of escalation for Hulu's external media partners for delivery issues, including troubleshooting Aspera/SFTP and ingest issues- Migrated operational knowledge base from propriety store to Confluence CMS, aligning team with the full Hulu organization

- Served as operational launch representative, addressing potential pain points and concerns for product launches prior to deployment and preparing materials necessary for operations team to support said launches- Oversaw escalations from start to finish, including reproducing issues and developing metrics- Reported and followed through on user concerns, feedback, and requests regarding content and advertising metadata and playback- Acted as mentor to advocates, answering questions, guiding growth and delivering feedback- Fielded Tier-2 contacts over phone and email

- Assisted in management of self-help hub of Hulu.com, ensuring information is up to date and addresses users' concerns in a concise manner- Swiftly and accurately provided support to customer base across a variety of questions and issues related to billing, content availability, technical support, etc.- Channeled feedback to appropriate department to improve user experience