Manager, Quality & Experience

ジョブID 10115244 勤務地を選択 サンアントニオ, テキサス州, アメリカ合衆国 企業名 Disney Direct to Consumer 掲載日 Mar. 24, 2025

今すぐ応募

仕事内容:

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 DTC 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 Disney Direct to Consumer (DTC) Viewer Experience team is seeking a Manager, Quality & Experience. This role will lead a team of leaders and quality specialists, and they will oversee the day-to-day running of the Quality operation. They will ensure that the team is delivering on service goals and KPIs for the business. They are passionate about developing team members, providing mentorship and leadership to their team through ongoing coaching and support. They help their leaders, quality specialists, and those around them to continuously raise the bar in support of our Operations partners, unlocking their team’s potential to deliver the highest level of satisfaction and support. They will prioritize tasks, deal with ambiguous situations, and calmly navigate high impact situations. The Manager of Quality will partner with other departments within Viewer Experience such as the partner management team, operations team, training team, communications team as well as cross org partners, helping with quality alignment, calibration, identifying and updating documentation, identifying and updating workflow requirements, data analysis (understanding of SLA’s and core operational metrics), and problem solving. They will also be responsible for helping drive the vision for the Quality & Experience team with a lens for continuous process improvement through technology. They are adept in leading project initiatives to help improve the business and push it forward. The right person for this role is an empathetic and performance driven leader focused on providing extraordinary customer support.

Responsibilities and Duties of the Role:

Manage and mentor a team of managers and quality specialists. Work in tandem with the Senior Manager, Quality & Experience to partner with Global Quality teams on execution of the Quality strategy, vision and execution across Hulu (United States) and Disney+ in multiple geographies (North America, EMEA, Latin America, Asia Pacific).
Scope, architect, and lead high-impact initiatives that are important to the business as assigned by the Senior Manager, Quality and Experience
Collaborate with other operational and BPO partner leaders, both internal and vendor, by driving consistency in meeting goals, and performance standards to align with the Company’s Mission, Vision, and Values.
Identify operational opportunities using advocate insights and viewer data/feedback to drive improvements to contact best practices and workflow using technologies.
Represent the Quality team in weekly and business reviews and executive level presentations as required. Develop presentations and artifacts as needed to support representation of the team.
Other duties as assigned.

Required Education, Experience/Skills/Training:

Bachelor's Degree or equivalent experience
5+ years' experience managing contact center teams
2+ years' experience managing a Quality Analytics team, or equivalent experience in managing contact center teams
Ability to communicate effectively across teams, handle crucial conversations, and drive performance through clear, strategic collaboration.
Experience with Customer Relationship Management (CRM) database software (such as Salesforce) or similar database experience.
Proficiency in managing reports from a database (e.g. Tableau), Creating custom reports from Salesforce, Digital content knowledge base software platforms, and Microsoft suite, Google Suite applications, or similar.

Nice to Haves:

Proven experience working with international Business Process Outsourcers.
Experience with Quality and Speech Analytics tools such as Nexidia.

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.

今すぐ応募

Disney Direct to Consumerについて:

Disney’s Direct to Consumerチームは、Disney Entertainment内のHuluとDisney+のストリーミング事業を統括し、The Walt Disney Companyのクラス最高のストーリーテリングを世界中のファンや家族に届けています。

The Walt Disney Company について:

The Walt Disney Companyは、その子会社・関連会社とともに、多様性あふれる国際企業として、Disney Entertainment、ESPN、Disney Experiencesの3事業を柱に、ファミリー向けエンターテインメントとメディアの世界をけん引しています。1920年代に小さなアニメ・スタジオとしてスタートしたDisneyは、今日のエンターテインメント業界において卓越した存在となりました。ディズニーは今後も、子供から大人まで、ご家族のだれもが楽しめる一流の物語や体験を生み出し続けます。Disneyのストーリーやキャラクター、体験は、世界中のあらゆる場所の消費者やお客様に届けられています。当社は40カ国以上で、従業員とキャストメンバーが一丸となり、世界的にも地域的にも歓迎されるエンターテインメント体験を創出しています。

このポジションはHulu, LLCという事業部門の一つであるDisney Direct to Consumerでのお仕事です。

Hulu, LLC は機会均等雇用主です。応募者は、人種、宗教、肌の色、性別、性的指向、ジェンダー、性自認、性表現、国籍、家柄、年齢、配偶者の有無、軍役経験の有無やその地位、健康状態、遺伝情報や障がい、または連邦法や州法、地方法で禁止されているその他の法的根拠に関係なく、雇用の検討対象となります。Disneyは、すべての人々のアイデアと決断が、成長、革新、最高のストーリーの創造に役立ち、絶えず進化する世界において、価値ある存在になれるよう支援するビジネス環境を支持します。

求人応募における障害者への配慮

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.

技術的な問題がある場合は、「よくあるご質問」をご覧ください。

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