Commerce Ops Manager, Sports

Job ID 10101323 Location New York, New York, United States Business Disney Direct to Consumer Date posted Oct. 16, 2024

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Job Summary:

About the Role & Team

Disney’s Direct to Consumer (DTC) team oversees the Hulu and Disney+ streaming businesses within the Disney Entertainment segment, helping to bring The Walt Disney Company’s (TWDC) best-in-class storytelling to fans and families everywhere.

The Business Operations function is tasked with critical areas of operating the growing Disney Direct-to-Consumer organization, including strategic solution design, planning/ program management and execution of major business initiatives, effective communication and reporting across the organization, business intelligence and decision support, and implementing procedures and processes to help Disney grow, operate and run the company’s streaming services efficiently and at scale.

The Commerce Operations team manages the payment infrastructure and enables the sale of subscription plans across the Disney Streaming DTC portfolio of products (Disney+, Hulu, ESPN+, and the Disney Bundle). The team also executes critical business initiatives such as price increases and related customer messaging events.

What You Will Do

Reporting to the Manager, Business and Commerce Operations, the Commerce Operations Manager, Sports collaborates with cross-functional teams to successfully launch and manage commerce-related product features and sales, primarily for ESPN+ and other streaming services like Disney+ and Hulu. Responsibilities include planning and executing sales initiativesproduct launches, managing pricing changes, and developing customer messaging, while ensuring alignment with business and commercial strategies. The position requires technical configuration of sign-up processes, troubleshooting, and configuring complex offer use cases, alongside maintaining documentation such as JIRA tickets and financial trackers. They will provide input on improving commerce tools, support operational launches and participate in strategic meetings to gather requirements and plan for future capacity needs.

Responsibilities

Collaborate with cross-functional teams to ensure successful launches of commerce-related product features and sales, primarily for sports and ESPN+ and is cross-trained to support other streaming products, including Disney+, Hulu, and Disney Bundles.
Planning and executing salesproduct launches, price changes, and customer messaging for ESPN+, ESPN DTC, Disney Bundles, UFC PPV fights, MLB.TV seasonal support, add-on sales, partnership support, process improvements, and maintaining documentation.
Work closely with technical stakeholders in Product and Engineering, as well as internal teams in Marketing, Commerce, Customer Service, Legal, Finance, Enterprise Consumer Payments, and Product.
Partner with ESPN Business and Commercial teams to align commerce plans with business strategies, providing feedback on capabilities, limitations, and execution timelines.
Oversee the technical configuration of ESPN+ and other products, including sign-ups, plan switches, cancellations, and troubleshooting by reviewing cURL and JSON files that connect front-end services to the pricing engine and billing systems, coordinating with project TPMs for a seamless purchase experience.
Configure complex offer use cases, including distinct phases for components, external vs. internal discount allocations, and date-based transitions for pricing.
Establish user cohorts to determine in-product eligibility based on subscription attributes, billing credits, device sessions, and entitlement structure.
Collaborate with the Technical Account Management team and IAP partners to configure offers for partner sales.
Provide input on the development of commerce product tools to enhance TWDC’s commerce infrastructure, ensuring efficiency while minimizing commercial and reputational risks.
Assist in maintaining all relevant documentation shared as the source of truth across the business and relevant stakeholders. This documentation can include but is not limited to:
- JIRA tickets
- SKU and Paywall Tracker across all platforms and product types
- Financial Trackers with relevant payment processing details
- Commerce Operations runbooks on a per project basis that house all Commerce and Messaging data artifacts
- Confluence Wiki for source-of-truth pricing, currency and platform support
Offer operational support for new product feature launches, which may require adjustments to working hours for key events.
Attend meetings with the Commerce Ops lead to strategize, gather requirements, troubleshoot projects, and plan for future capacity needs.

Required Qualifications & Skills

5+ years of experience in business operations, account management, project management, or a similar field.
Highly organized self-starter with strong communication skills, attention to detail, and the ability to manage multiple projects simultaneously.
Proven project management skills with a track record of launching commercial projects at scale.
Proficient in Google Office Suite, especially Google Slides, with expertise in crafting professional data visualizations, processes, and information.
Experienced with project management tools like Atlassian JIRA, Confluence, and Airtable.
Strong oral and written communication, along with effective problem-solving abilities
Exceptional interpersonal skills, capable of building strong relationships across disciplines.
Able to navigate a matrixed organization and collaborate with a global network of partners.
Comfortable in a fast-paced environment, supporting new products and businesses.
Positive, collaborative, nimble, and solution oriented.

Preferred Qualifications

Digital subscription business and/or sports & entertainment industry experience a plus.
Commerce or payment-related experience preferred.

Required Education

Bachelor’s degree in a business-related field.

Additional Information

Based in New York City, available to work in-office up to 4 days a week, with flexible hours for critical launch events.

The hiring range for this position in New York, NY is $108,500 to $145,400 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

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About Disney Direct to Consumer:

Disney’s Direct to Consumer team oversees the Hulu and Disney+ streaming businesses within Disney Entertainment helping to bring The Walt Disney Company’s best-in-class storytelling to fans and families everywhere.

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 that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. 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 we call Disney Direct to Consumer.

Disney Streaming Services LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

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