Director, Contact Center Technology & Workflows

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.