Workflow and Tooling Manager

工作 ID 10103461 地點圣安东尼奥, 德克萨斯州, 美國 有意工作的公司 Disney Direct to Consumer 日期已公佈 Dec. 23, 2024

申請

工作概要:

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

The hiring range for this remote position is $81,700.00 to $109,500.00 per year, which factors in various geographic regions. 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 及其聯營公司是推動平等就業機會的僱主，歡迎所有求職者，包括殘疾人士及殘疾退伍軍人。如你是殘疾人士，並需要合理便利安排以搜尋職位空缺或申請職位，請將要求發送至Candidate.Accommodations@Disney.com。本電郵地址不擬用於一般僱傭查詢或通訊。我們只會回應與網上申請系統殘疾人士無障礙功能相關的要求。

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