Business Operations Manager - Incident Management

工作 ID 10100851 地點格倫代爾, 加利福尼亚州, 美國 / 圣安东尼奥, 德克萨斯州, 美國 / 圣莫尼卡, 加利福尼亚州, 美國 有意工作的公司 Disney Direct to Consumer 日期已公佈 Oct. 18, 2024

申請

工作概要:

About the Role & Team

Disney’s Direct to Consumer (DTC) team oversees the Hulu and Disney+ streaming businesses within the Disney Entertainment segment, helping to bring The Walt Disney Company’s (TWDC) best-in-class storytelling to fans and families everywhere.

The Business Operations team is tasked with critical areas of operating the growing Disney DTC organization and streaming services including Disney+, Hulu, ESPN+, The Disney Bundles, and Third-Party Bundles. This includes program management of incident remediation and executive incident communications. This critical function ensures Disney’s streaming services run efficiently at scale while providing best-in-class user experience for all subscribers

What You Will Do

Reporting to the Manager, Business Operations; the Business Operations Manager - Incident Management will collaborate with various teams at The Walt Disney Company, including product, engineering, analytics, legal, customer service, and finance. This role involves translating technical root causes into business impacts and frequently engaging with senior executives through crafting concise memos and reports and responding promptly to executive inquiries. They will understand both the broader implications of incidents on streaming products and customers, as well as the specific technical details. Furthermore, they will serve as a subject matter expert on the Streaming Commerce and Entitlement ecosystem, participate in an on-call rotation for incidents or feature releases, and assist with customer remediations related to billing, content, or entitlement issues.

Responsibilities

Collaborate cross-functionally with stakeholders across TWDC, DTC, Disney Entertainment, and the ESPN technology organizations, focusing on product, engineering, analytics, legal, customer service, and finance.
Assist in translating technical root causes into business impacts and regularly interface with senior executive leadership.
Write concise executive memos and reports for senior leadership and respond promptly to executive inquiries, knowing whom to contact for additional information when necessary.
Understand both the broader impact of technical or production incidents on Streaming products and customers and the specific technical details of the issues.
Have a comprehensive understanding of the Streaming Commerce and Entitlement ecosystem and act as a cross-functional subject matter expert.
Have a comprehensive understanding of our content release calendar and be able to quickly discern if a piece of content, and all its elements, are correctly on service.
Participate in an "on-call rotation" as an incident liaison for ad-hoc incidents or planned feature releases, service expansion, and content drops.
Assist in planning and executing customer remediations for billing or entitlement issues arising from technical or production incidents to ensure proper account management.

Required Qualifications & Skills

Minimum of 4 years' experience in business operations, technical program management, or account management.
Excellent written and verbal communication skills, with the ability to distill and summarize technical details succinctly.
Skilled in interfacing across disciplines—technical, data, business, legal, and finance—while fostering trust and rapport.
Comfortable engaging with both technical teams and senior executives.
Experienced in creating compelling written materials and concise presentations in PowerPoint for executives.
Proficient in synthesizing information for emails and presentations targeted at executive audiences.
Adept in Microsoft Office, Google Workspace, Jira & Confluence
Strong attention to detail and data sensitivity.
Capable of evaluating incident impacts and notifying Customer Service or Communications teams as needed.
Creative problem solver.
Inquisitive mindset, asking detailed questions to gain a comprehensive understanding of issues.
Dedicated to delivering an exceptional user experience.
Maintains a positive and helpful demeanor.
Strong relationship-building and management skills.
Efficient in organizing and scheduling multiple tasks.
Thrives in a dynamic, fast-paced environment.

Preferred Qualifications

Enthusiastic about TWDC, Hulu IP, and live sports events.

Required Education

Bachelor’s degree in a business-related field.

Additional Information

Schedules and working hours are adjusted as needed for ad-hoc and on-call needs.
Flexibility is provided for a mix of in-office and remote work based on responsibilities.
Must be based in Los Angeles, CA or San Antonio, TX.

The hiring range for this position in Glendale and Santa Monica, CA is $102,000.00 - $136,700.00 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 Disney Streaming Services LLC，其所屬的業務部門是 Disney Direct to Consumer。

Disney Streaming Services 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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