Senior Manager, Workforce Management

Job ID 10112746 Location San Antonio, Texas, United States Business Disney Direct to Consumer Date posted Feb. 07, 2025

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Job Summary:

Disney Streaming includes premium streaming services with Hulu, a premium streaming service that offers premium originals, current season TV, an extensive library of hit series and movies, and live television, ESPN+, and Disney+ are Disney-branded streaming services featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars, Marvel, Pixar, Disney, and NatGeo. Our Disney Streaming team is looking for hardworking team players to join the Viewer Experience team, who will thrive upon the legacy of Disney, ESPN, and Hulu, embrace non-traditional thinking, and who are passionate about contributing to The Walt Disney Company’s direct-to-consumer (DTC) experience through strategic hard work and determination!

We are seeking a Senior WFM Manager in San Antonio, TX who will be an outstanding addition to our Workforce Optimization and Capacity Planning team. This role will focus on delivering accurate and impactful data for our operations team, ensuring efficient contact delivery and world-class tool utilization. A continual improvement skill set with focus on maintaining industry leading processes is paramount to success. If you are someone with both diverse communication and deep mathematical knowledge who flourishes teaching and leading, while delivering best in class business outcomes, then this is an excellent role for you!

What You Will Do

Lead and develop team managers in forecasting, scheduling, and real-time arenas
Lead in capacity planning using deep knowledge and understanding of long-term planning processes and methodology, including being able to communicate the “whys” of both immediate and deferred channel FTE requirements, including seasonality
Design and participate in monthly reviews communicating planning and execution of queue strategy in an easily consumable manner for contact center audiences
Assist director in delivering annual and long-term budgetary requirements
Work with our strategic goals team and vendors to develop innovative industry-leading Omni-channel outcomes
Understand both the use and set-up (including formulae) of WFM and telephony systems, ensuring tool education and usage both within the WFM team and within operations
Partner with Operations to define working processes (both internal and external) and drive accountability across the enterprise
Innovate to design and deliver world-class WFM in a blended live and AI Omni-channel environment
Align both internal and partner staffing in global delivery strategy
Partner with reporting to ensure consistent and accurate KPI communication
Other duties as assigned

Required Qualifications & Skills

Bachelor’s Degree or equivalent experience
5 years of direct leadership experience (leader of leaders is a plus)
8+ years of proven experience working in a multi-channel global operational environment
Experience with rapid change, emerging markets, and seasonality related to direct and indirect contact tools, routing, and reporting
Expertise in Continual Improvement (TPS, Lean, Agile)
MS Excel, MS PowerPoint and/or MS Access skills required
Understanding of diverse queues (both channel and queue size), WFO Tools (Aspect, Nice, Verint) and Telephony platforms (Nice, Salesforce, Service Now, Zen Desk etc.)
Experience exercising strong oral, written, listening and interpersonal ability
Flexibility to work in-office located in San Antonio, TX

Preferred Qualifications

Master’s degree or equivalent experience
Ability to develop presentations using proficiency in MS Office
WFM, Reporting Database and Telephony tool design experience
Global experience with an understanding of campaign variation due to multiple languages and regional practices
Experience with Salesforce, Nice/InContact, Aspect, Domo and Tableau

Disability accommodation for employment applications

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

The Walt Disney Company 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.

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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 Hulu, LLC, which is part of a business we call Disney Direct to Consumer.

Hulu, 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.

DISABILITY ACCOMMODATION FOR EMPLOYMENT APPLICATIONS

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, visit the Disney candidate disability accommodations FAQs. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

Having technical issues? View the FAQs for help.

Hiring Process

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