Disney Streamings Viewer Experience team is seeking a Manager, Assisted Support Programs. As a Manager, Assisted Support Programs at Disney Streaming, you will drive the execution of programs, processes, and internal tooling and product improvements needed to continuously improve the experience for our viewers and our support staff. You will lead and develop a team towards operational excellence and effectiveness. You will collaborate with Viewer Experience Operations, Partner Support, Program Management, Business Applications, Hulu, Disney+ and ESPN+ Product and Tech Teams, and other key partners to strategize, design, and scale projects that will ensure Viewer Experiences growing workforce has the tools and resources to be efficient and effective. You will represent Operations to optimize assisted support across multiple internal products, including ServiceNow, Salesforce Service Cloud, NICE CXone telephony system, and proprietary subscription management and billing products. If you are someone who can think strategically, efficiently scale an organization, create a link between operations and technology, and meet viewers needs across multiple channels, geographies, and contact offerings, then this is an excellent role for you.

Responsibilities :
  • With minimal direction, lead large, impactful initiatives for Disney Streaming, using business knowledge to influence outcomes
  • Provide oversight for ongoing products and programs that support the viewer experience and continuously improve the processes by which Operations handles these programs and products
  • Lead the team in product management methodologies such as writing user stories/requirements, design direction, research/testing/experimentation criteria, backlog management.
  • Develop, analyze, and improve operational strategies, procedures, and internal products building both short and long-term solutions for continuous improvements and efficiency gains across Hulu, Disney+, and ESPN+ in multiple geographies
  • Serve as the day-to-day decision-maker for Operations, providing continual business guidance, prioritization, risk mitigation, and change management for assisted support products and programs
  • Manage and develop team members in support of efficiency and adoption improvement efforts as data analysts, workflow specialists, and writers for analysis, documentation, and communication of operational and tooling workflows and product requirements

    Basic Qualifications :
  • At least 5 years of leadership in a multi-product/multi-channel contact center environment in at least one of the following areas: Operations, Software Support, Strategy or Analytics, Tech and Product
  • Minimum 5 years supervisory experience leading cross-functional teams and developing a diverse skillset within the team.
  • Excellent prioritization skills and attention to detail
  • Ability to influence and partner cross-functionally at multiple levels of an organization ensuring quality results are reached within given timeframes
  • Strong communication skills both verbal and written
  • Ability to make decisions and build consensus under minimal direction on sophisticated multi-team efforts
  • Excellent judgment comfortable giving feedback, mentoring others, and developing leaders for career progression and learning
  • Ability to travel within the US and globally, and flex to the needs of the business

    Preferred Qualifications:
  • Experience working with international Business Process Outsourcers
  • Scrum and/or Agile certification
  • Product management experience with the ability to write requirements and user stories

    Preferred Education :
    Bachelors degree or equivalent work experience

    Job Details:

    Posted Date : 2022-05-07

    Job type : Full Time

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