Director, Contact Center Technology & Workflows

工作 ID 10111951 地點圣莫尼卡, 加利福尼亚州, 美國 / 圣安东尼奥, 德克萨斯州, 美國 有意工作的公司 Disney Direct to Consumer 日期已公佈 Feb. 04, 2025 此職位倡議遙距工作模式，即表示員工將會持續遙距工作，公司不會在指定地點為其分配工作間。

申請

工作概要:

DTC offers premium streaming services with Hulu, a premium streaming service that offers originals, current season TV, a massive library of hit series and movies, and live television. It also offers Disney+, 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 impactful team-players to join the Viewer Experience (VX) 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.

The DTC - Viewer Experience (VX) team is seeking a Director, Contact Center Tools & Workflows to lead the strategic development and product management of the assisted service tools and supporting workflows & policies for the NICE CCaaS technology tooling stack, Salesforce CRM, and DTC’s proprietary account management & billing tool. This role will also explore and implement Gen AI assisted service technology offerings.

In this role you will lead a team of people leaders and professionals to achieve impactful and strategic product support goals in service of our viewers for Disney+ and Hulu. This will include day-to-day support of assisted service tools, developing optimized end-to-end customer journeys, ensuring alignment of all tools, creating and maintaining 3rd party tool integrations, and advocating for the long term assisted service tooling product strategy. You will provide vendor management for Salesforce and our NICE CCaaS products, including NICE CXone Omnichannel (including telephony and live chat), and NICE IEX. You will ensure optimal workflows and legally compliant policies are in place for assisted service account management and utilization of the related tools.

You will collaborate with Viewer Experience Operations, BPO Vendor Management, Program Management, Business Operations, Self-Service, the Hulu and Disney+ Product & Engineering Teams, Legal, Finance, and other key partners to strategize, design, and scale product launches and projects ensuring Viewer Experience’s growing workforce has the tools and resources to be efficient and effective.

If you are someone who can think strategically, build a link between operations and technology, and meet our viewers’ needs across multiple channels, global geographies, and contact offerings, then this is an excellent role for you

Responsibilities and Duties of the Role:

Provide strategic vision, leadership, and a prioritized roadmap for the development, integration, and product management of the assisted service tools, ensuring optimized customer end-to-end journeys. This includes support for the Salesforce CRM, the proprietary account management & billing tool, and the NICE CCaaS tools, including NICE CXone Omnichannel and NICE IEX.
Provide strategic vision, leadership, and a prioritized roadmap for the development and optimization of Assisted Service workflows and related policies within account management & billing, Salesforce CRM case management, NICE CXone Omnichannel, and NICE IEX agent interface.
Ensure day-to-day support, break-fix & outage support, upgrades, and optimization of assisted service tools, including cross-functional support partnership with stakeholders for product launches.
Ensure management of product releases for all supported tools, while maintaining business continuity.
Ensure optimal administration and configuration of all tools by supporting teams, while acting as a cross platform technical advisor. Provide guidance and assistance to supporting teams for administration and configuration work where necessary.
Develop optimal workflows and policies for product and tooling launches in partnership with stakeholders such as Launch Readiness, Product & Engineering, Internal Communications & Knowledge Management, Training, and Quality & Experience
Partner with Operational leadership stakeholders as a cross platform technical advisor to ensure the tools, workflows, and policies support business goals, operational data trends, and meet legal compliance needs
Explore and implement effective, new Assisted Service tools, including Gen AI.
Lead, manage and develop a team of people leaders and professionals to achieve our strategic vision, tactical support, and career development.
Engage in commercial vendor management for the NICE tool suite and Salesforce, and other assorted Assisted Service tools, ensuring cost efficiency and optimal contract terms in partnership with Sourcing, Legal, and Finance

Required Education, Experience/Skills/Training:

Bachelor’s degree or equivalent experience. An undergraduate degree in computer science, engineering, or related disciplines is a plus.
10+ years minimum experience in managing, integrating, or implementing contact center systems. Experience with NICE CCaaS and Salesforce is a plus.
8+ years minimum product management experience in contact center tools, with the ability to strategically assess requirements, optimize service journeys, and select best-fit tools for contact center support
8+ years minimum experience in people leadership, including promoting professional development, personal accountability, innovation, professional curiosity, communications, and self-motivation
Experience leading organizations through complex business changes
Experience collaborating with stakeholders to drive the support structure and create end-to-end customer journeys for contact center software tools and to craft and implement optimized workflows & policies
Ability to develop and lead a strategic vision, influence, and partner cross-functionally at multiple levels of an organization ensuring quality results are reached within given timeframes
Ability to rigorously prioritize based on analysis of operational data trends, business priorities, and legal compliance while articulating your product roadmap across business teams and geographies
Strong skills in communicating information to stakeholders across organizational levels, up to and including senior executive leadership - both written and verbal
Vendor management experience with software tools, including commercial billing and contract management, with a proven record of negotiating cost effective deals with optimal contract terms
Ability to make decisions and build consensus under minimal direction on sophisticated multi-team efforts
Excellent judgment – comfortable giving feedback
Ability to travel within the US and globally, and flex to the needs of the business

Nice to Haves:

Experience exploring and implementing Gen AI tools
Scrum and/or Agile certification
Experience working with international Business Process Outsourcers

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 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.

The hiring range for this remote position is $167,700.00 to $224,900.00 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.

申請

關於Disney Direct to Consumer:

Disney 的直接消費者團隊負責監督 Disney Entertainment 中的 Hulu 和 Disney+ 串流業務，協助將 The Walt Disney Company 一流的故事講述給世界各地的粉絲和家庭。

關於 The Walt Disney Company:

Walt Disney Company 連同其子公司和聯營公司，是領先的多元化國際家庭娛樂和媒體企業，其業務主要涉及三個範疇：Disney Entertainment、ESPN 及 Disney Experiences。Disney 在 1920 年代的起步之初，只是一間卡通工作室，至今已成為娛樂界的翹楚，並昂然堅守傳承，繼續為家庭中每位成員創造世界一流的故事與體驗。Disney 的故事、人物與體驗傳遍世界每個角落，深入人心。我們在 40 多個國家/地區營運業務，僱員及演藝人員攜手協力，創造全球和當地人們都珍愛的娛樂體驗。

這個職位隸屬於 Hulu, LLC，其所屬的業務部門是 Disney Direct to Consumer。

Hulu, LLC 是提供平等就業機會的僱主。求職者都會獲得聘僱考量的機會，不分種族、宗教、膚色、生理性別、性傾向、社會性別、性別認同、性別表達、原國籍、血統、年齡、婚姻狀態、軍人或退伍軍人身份、醫療狀況、遺傳資訊或殘疾狀況、或者聯邦、州級或地方法律所禁止的其他任何基本特徵。Disney 提倡讓所有人的想法和決策都有助我們發展、創新、創造最好故事的商業環境，並與瞬息萬變的世界息息相關。

就業申請的殘疾便利安排

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.

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