Disney Streaming

Job Summary:

We are seeking an experienced manager for the position of Senior Customer Experience Ops Manager for Disney Streaming Services. Working within the global Customer Experience Operations team and across the broader Disney organization, and reporting to the Director, Customer Experience Operations in New York, this individual will collaborate cross-functionally with the broader Disney Streaming Services team, the global Customer Experience team, as well as groups and stakeholders from business units across The Walt Disney Company. The Senior Customer Experience Ops Manager will oversee the management, development, rollout, and continuous improvement of all tools being used by the Customer Service team and its partners globally for all of its products, including Disney+, ESPN+, Fox Sports Go, and NHL. The ideal candidate will have several years of experience in comparable positions leading tools and technology for similar organizations in consumer tech and/or digital marketing, as well as an educational and/or professional training background that demonstrates commitment to excellence.

Responsibilities:

• Manage the day to day relationship with any tools and technology suppliers and third-party vendors to the Customer Experience team
• Develop and manage the strategy for tools and technology used by for Customer Service in line with the direction of key stakeholders according to needs in each line of business
• Be accountable globally for the service CRM launches, migrations, and or upgrades
• Be accountable for tools & technology implementation and training when onboarding new vendors, sites, tools and products, including telephony, service tools, network and reporting
• Gather requirements from internal stakeholders to scope business needs as appropriate in order to define and deliver implementation for tools and technology
• Accountable for all Technical Escalations within Customer Service in the event of any partial or full outages
• Work with internal and external developers to ensure tools are implemented to meet or exceed the needs of our agents and customers
• Manage the budget for all Tools & Technology in line with the direction of Senior Management
• Work with all new vendors to develop Business Continuity Plans
• Work with the Quality and Training manager and the broader Customer Experience team in the development, setup and processes for internal and external knowledge bases for multiple lines of business, products and languages
• Work with the Quality and Training manager and the broader Customer Experience team in the design and implementation of Quality Management tools and processes
• Optimize of all tools & technology to enable Operation Excellence, Training, Quality and Continuous Improvement initiatives
• Be accountable for submitting vendor security assessments and obtaining internal Disney approval for all new vendors, sites and tools
• Be accountable for providing processes for all Disney tools to onboard and offboard all vendor new hires and leavers
• Work with the Data Reporting analyst in the design and set up of business reporting as appropriate from all tools as well as providing reporting on vendor KPIs and SLAs to determine vendor bonus and penalties as appropriate
• Work with the Quality and Training Manager in the calibration of vendor and Disney in accordance with Disney Quality Principles
• Work with the Quality and Training Manger to develop and deliver (as necessary) all Tools & Technology training
• Work with the Continuous Improvement manager to identify points of ‘Customer Dissatisfaction’ with products, services, and tools to identify areas of improvement
• Assist in the recruitment of multi-language frontline Agents in line with Disney expectations

Basic Qualifications:

• 5+ years of experience in Tools and Technology and/or Product Management in the Customer Service space
• Strong Product Management background
• Empathy for the Customer and Agent
• Partner or Vendor Management Experience
• Impeccable communication and organization
• Excellent time management and multi-tasking skills
• Ability to perform above expectations in a fast paced and dynamic environment
• A history of motivating both individuals and teams to achieve results
• Ability to create strong relationships at multiple levels, internally and externally
• Experience with a Subscription-based Product or service
• Track record that shows you can excel in meeting the challenges of this role
• Teamwork, especially as an expert at getting things done, all with a positive attitude
• Strong attention to detail
• Scrappiness and resourcefulness, no fear of getting your hands dirty, and an impulse to be the first to tackle a problem.
• Knowledge to anticipate a wide range of future needs and opportunities and facilitate development of complex solutions
• Excellent people management skills, including the ability to influence a wide range of audience
• Self-motivation, high-energy, tenacity
• Ability to determine resource needs and recommend solutions

Preferred Qualifications:

• Personal affinity for the brands and franchises of The Walt Disney Company
• College degree or equivalent work experience

About Disney Streaming Services:

Disney Streaming Services is responsible for developing and operating The Walt Disney Company’s direct-to-consumer video businesses globally, including the ESPN+ premium sports streaming service; the upcoming Disney subscription video service; and BAMTECH Media, a global leader in direct-to-consumer video streaming products and solutions. Our core mission is to deliver global audiences the freedom to access content on their terms across any connected device, time or location. We serve consumers by bringing the world’s most beloved characters, timeless stories, legendary athletes, and epic sporting events to global audiences through best-in-class direct-to-consumer video services. We strive daily to imaginatively challenge convention with innovative technology that gives consumers the freedom to access content on their terms across any connected device, time or location.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Disney Streaming Services LLC, which is part of a business segment we call Disney Streaming Services.

Disney Streaming Services LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.