Workflow and Tooling Manager

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