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Senior Manager, Continuous Improvement

Job ID 10115118 Location Burbank, California, United States Business The Walt Disney Company (Corporate) Date posted Mar. 14, 2025
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Job Summary:

The Senior Manager, Continuous Improvement is responsible for supporting TWDC Enterprise Services and Platforms in driving customer success.  With a strong foundation in process improvement, program management, product management, organizational change management, and data strategy, this role requires an exceptional ability to tell compelling stories that communicate the "why" behind transformation efforts, building buy-in, and fostering a sense of shared purpose.

As a Continuous Improvement lead, they will develop deep expertise in Lean Six Sigma strategies and deliver measurable impact for the Services and Platform organization within Enterprise Technology.  This includes ensuring consistent and accurate metrics and Service Level Agreements (SLAs) for all platforms, aligned with industry standards.


Key Responsibilities


Process Improvement and Innovation

  • Lead and develop a high-performing team of Process Experts, fostering a culture of collaboration, accountability, and innovation.

  • Leverage frameworks like Lean Six Sigma to collaborate and facilitate with stakeholders to identify opportunities for improvement.

  • Define and implement Objectives and Key Results (OKRs) and key performance indicators (KPIs) to measure and report the effectiveness of Services and Platforms to our Segment Customers.

  • Leverage industry tools like Capability Maturity Matrix (CMMI) to assess the maturity of processes and identify quantifiable actions to increase maturity.

  • Lead a team of experts that can facilitate creative problem solving and dialogue to solve for complex problems.

  • Drive operational efficiency by identifying and implementing process improvements, automation, and optimization initiatives.

  • Streamline workflows, eliminate redundancies, and enhance productivity across departments.

  • Leverage the use of Agile/SCRUM methodologies to create adoption initiatives in quick, lean timelines.

  • Collaborate with Services and Platform leaders to identify duplicative activities, evaluate Roles and Responsibilities, and create synergies across the teams.

  • Work with Vendors to ensure Service Level Agreements (SLAs) measure customer experience.  Identify vendor scorecard attributes that will develop strategic relationships with vendors.

  • Build a culture of continuous improvement by creating training and mentoring staff on best practices.

Data Strategy

  • Develop and implement data strategies to help Services and Portfolio make data-driven decisions that drive customer satisfaction.

  • Create mechanisms for consistent and accurate metrics and SLAs for all platforms.

  • Identify business and customer needs and assess areas where data can add value.

  • Create inventory of systems and data and partner with other departments to build data marketplace.

  • Lead assessment of existing dashboards, create process for standard calculations, and provide real time availability to a “one-stop shop” of data.

  • Leverage data-driven insights to continuously improve transformation strategies and tactics.

  • Mentor others to foster a culture of data-driven decision-making

  • Creating culture of citizen “data scientists”

Product Management

  • Create governance for product development, while leading and prioritizing the overall vision and strategy for a particular product, and how it will enhance Services to Segment Customers to deliver best in class practices.

  • Own the creation, prioritization, communication, and other product review cycles to drive consistency and standards for technical product management across all services & platforms

  • Drive and collaborate with Product Team in reviewing product roadmaps, coordinating with product and engineering teams, and incorporating customer feedback.

  • Create Roadmap Analysis (initiative sizing and definition, prioritization framework, budgeting, reconciliation, benchmarking).

  • Lead and enhance the product lifecycle through research, planning, development, product launch, support and optimization to build services that meet customer needs.

  • Prioritize the customer experience and position user feedback as a key metric for a successful products and services

  • Implement continuous feedback loop and Voice of the Customer to ensure timely resolution of issues.

  • Ensure stakeholders and partners across the company have an active entry point.  Create BU Partnership and Stakeholder buy-in.

  • Create Communications and Executive Reporting with the ability to tell a story to drive socialization materials.

Adoption and Organizational Change Management

  • Develop and implement a comprehensive transformation strategy aligned with the organization's goals and objectives.

  • Identify areas for improvement, lead through change, and ensure successful implementation of transformation initiatives.

  • Develop and implement change management programs to ensure smooth adoption of new processes, technologies, and organizational structures. Champion a culture of continuous improvement and innovation across the organization.

  • Build strong relationships and effectively communicate the vision and benefits of transformation efforts

  • Provide strategic direction for portfolio and project management, ensuring alignment with the organization's goals and initiatives.

Qualifications:

  • 10+ years of technology experience

  • Exceptional critical thinking and problem-solving skills, with the ability to navigate complex challenges and lead through change.

  • Experience in change management, data management, and operational excellence.

  • Prior Consulting Experience preferred

  • Exceptional leadership, communication, and relationship-building skills.

Desired Qualifications:

  • Experience and deep knowledge of the entertainment industry as well as other TWDC businesses (Studios, Streaming, Broadcast, Retail, etc).

  • Experience within 2 or more Disney business segments.

Education:

Bachelor’s degree in business or technology or a related field.

#DISNEYTECH


The hiring range for this position in California is $167,700 - $224,900 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 The Walt Disney Company (Corporate):

At Disney Corporate you can see how the businesses behind the Company’s powerful brands come together to create the most innovative, far-reaching and admired entertainment company in the world. As a member of a corporate team, you’ll work with world-class leaders driving the strategies that keep The Walt Disney Company at the leading edge of entertainment. See and be seen by other innovative thinkers as you enable the greatest storytellers in the world to create memories for millions of families around the globe.

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 Worldwide Services, Inc., which is part of a business we call The Walt Disney Company (Corporate).

Disney Worldwide Services, Inc. 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

  • Where Does Your Story Begin?

    Explore Disney Careers and the Life at Disney blog to learn about all the amazing opportunities waiting to be discovered at The Walt Disney Company.

  • Be Part of the Story

    There are many different brands and businesses to explore. Once you've found the opportunity that is right for you, take the next step by completing your application.

  • The Next Chapter

    Once you've applied, you will receive an email allowing you to access your candidate dashboard. Create your login and make sure to check your dashboard often to see your application progress.

Explore this Location Burbank, CA

Billed as the "Media Capital of the World," Burbank boasts more than 1,000 media and entertainment companies, including the main headquarters for The Walt Disney Company.

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