Workflow and Tooling Manager

Job ID 10103461 Location San Antonio, Texas, United States Business Disney Direct to Consumer Date posted Dec. 19, 2024

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Job Summary:

Disney Direct to Consumer (DTC) includes premium streaming services with Hulu, a premium streaming service that offers premium originals, current season TV, a massive library of hit series and movies, and live television, and Disney+ is the Disney-branded streaming service 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 and Hulu, embrace unconventional thinking, and who are passionate about contributing to The Walt Disney Company’s direct-to-consumer (DTC) experience through strategic hard work and determination.

Job Summary:

The DTC, Viewer Experience (VX) team is seeking a Workflow & Tooling Manager, Assisted Support Programs. In this role, you will drive the execution of programs, processes, and internal tooling and product enhancements needed to continuously improve the experience for our viewers and our support staff. You will collaborate with Viewer Experience Operations, Partner Support, Program Management, Business Applications, Hulu and Disney+ Product and Tech Teams, and other key partners to strategize, design, and scale projects that will ensure Viewer Experience’s 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 Salesforce Service Cloud, NICE CXone telephony system, and proprietary subscription management and billing products. If you are someone who can think strategically, build 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!

What You'll Do:

Provide oversight for ongoing products and programs and collaborate with internal VX partners to enhance and improve various business processes, policies, and workflows including Disney+ and Hulu product initiatives.
With minimal direction, lead the tooling, workflow, and policy requirements for new VX technology tools. Partner with multiple software vendors and internal product partners to drive successful implementations of new tools and features.
Develop, analyze, and improve operational strategies, procedures, and internal products – building both short and long-term solutions for continuous improvements and efficiency gains across multiple geographies (North America, EMEA, Latin America, Asia Pacific).
Engage in product management methodologies such as writing user stories/requirements, design direction, research/testing/experimentation criteria, backlog management.
Other duties as assigned

What You'll Need:

Bachelor’s degree or 5 years’ equivalent experience
Program or project management experience with the ability to write requirements and user stories
Project management experience in a contact center environment
Experience collaborating with partners to craft and implement workflows and policies
Ability to influence and partner cross-functionally at multiple levels of an organization ensuring quality results are reached within given timeframes
Experience communicating information to stakeholders across organizational levels, up to and including executive leadership
Ability to make decisions and build consensus under minimal direction on sophisticated multi-team efforts
Strong communication –both verbal and written
Excellent judgment – comfortable giving feedback
Excellent prioritization skills and attention to detail
Ability to travel within the US and globally, and flex to the needs of the business

Nice-To-Haves:

Experience working with international Business Process Outsourcers
Scrum and/or Agile certification
Airtable management knowledge or experience
Product management experience

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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, 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.

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