Director, Global Capacity Planning and Workforce Management

工作 ID 10116272 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 Apr. 03, 2025

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 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 combined Disney Streaming Viewer Experience (VX, or Customer Support) team is seeking a Director, Global Capacity Planning and Workforce Management who will be an outstanding addition to our team. In this role, you will lead all aspects of the capacity planning, budgeting, and workforce management processes to ensure the organization is staffed appropriately to deliver against KPIs for Hulu, Disney+ and other digital media brands in North America, EMEA, Latin America, and Asia Pacific. If you are someone who thrives on building contact center capacity planning, budgets, and workforce management teams and processes while working with cross-functional teams, then this is a great role for you.

Responsibilities and Duties of the Role:

Develop workforce strategy to deliver amazing and efficient customer support in a rapidly growing business, align on strategy with senior VX leaders across Disney Direct-to-Consumer
Drive VX headcount planning, budgeting, forecasting, optimization, and reporting processes, while serving as the senior business partner to Finance Teams
Optimize VX headcount spend while driving quality and employee engagement, considering seasonality and surge needs based on all Disney Direct-to-Consumer products, Digital Entertainment and Game Brands, and other areas as needed with growth
Develop and manage executive relationships with partners to create maximum advantage for Direct-to-Consumer and our viewers
Build and develop a high-performing team of Capacity Planning and Workforce Management leaders and experts in a 24/7 environment
Engage with industry peers to ensure staffing technology and internal customer support remains best in class
Other duties as needed

Required Education, Experience/Skills/Training:

Bachelor’s degree or equivalent experience
10+ years working in high-growth, high-volume customer support experience, including deep experience in workforce strategy, capacity planning, and working with Business Process Outsourcers (BPOs) in a high growth and seasonal environment
5+ years of experience managing leaders of workforce management teams and leading 24/7 operations in a multi-product and international environment
Strong analytical skills
Flexible – Willing to support the operation including some weekends, nights, and holidays
Expertise in leading change management initiatives and driving organizational transformation.
Proven track record driving continuous improvement in operational processes
Ability to collaborate across multiple organizations, specifically partnering with Finance for short and long-term budgeting process
Excellent presentation development and delivery skills
Working knowledge of IEX, Aspect, Calabrio, or other scheduling software
Advanced competency developing and executing within distributed workforce models
Advanced knowledge of workforce management tools and software, as well as experience with automation and AI-driven solutions.

Nice-To-Haves:

WFM / SWPP / COPC / Six Sigma certification
Experience in Television, Satellite and or on demand entertainment

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.

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.

遇到技術問題？查看常見問題以尋求協助。