Program Manager – Workflow Optimization
Jetzt bewerben Später bewerben Job ID 10129065 Standort San Antonio, Texas, USA / Santa Monica, Kalifornien, USA / Glendale, Kalifornien, USA / New York City, New York, USA Veröffentlichungsdatum 02/09/2025 Unternehmen Disney Direct to ConsumerJob-Zusammenfassung:
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.
The Program Manager – Workflow Optimization will lead the design, implementation, and continuous improvement of workflows and policies that support both Assisted and Self-Service experiences. This role is critical in ensuring operational excellence, legal compliance, and a seamless experience for agents and viewers alike. The ideal candidate will be a strategic thinker with strong cross-functional collaboration skills and a passion for scalable, user-centric solutions.
What You Will Do
- Workflow and Policy Development - Deliver optimal workflows and policies for Assisted Service and identify analogous account action workflows for Self Service where applicable.
- Cross-functional Stakeholder Engagement - Collaborate with Legal, Business Operations, and Launch Readiness teams to ensure all workflow and policy changes meet legal and business requirements while optimizing the agent and viewer experience.
- Tooling & Tech Partnership - Partner with tech product stakeholders to request and prioritize tooling adjustments that support workflow and policy optimization.
- Change Management & Communication - Coordinate with Internal Communications, Knowledge Management, Training, and Quality teams to ensure timely and effective communication of workflow and policy changes to Operations and frontline agents.
Require Qualifications and Skills
- Bachelor’s Degree or 7+ years of equivalent experience in program management in a contact center environment, contact center workflow design, or contact center operations strategy
- Experience working with international Business Process Outsourcers
- Experience working with contact center technology such as Salesforce and Nice platforms
- Proven ability to lead cross-functional initiatives in a fast-paced, matrixed environment
- Strong understanding of customer service operations and tooling ecosystems
- Excellent communication, stakeholder management, and problem-solving skills
- Experience with change management, training coordination, and communications strategy is a plus
Preferred Qualifications:
- Scrum and/or Agile certification
- Airtable management knowledge or experience
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 in order 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 champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.
The hiring range for this position in San Antonio, TX is $81,700.00 to $109,500.00 per year and in Santa Monica and Glendale, CA is $85,800.00 to $115,000.00 and in New York, NY is $89,900.00 to $120,500.00 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.
Über Disney Direct to Consumer:
Das Direct to Consumer Team von Disney leitet die Streaming-Geschäfte von Hulu und Disney+ innerhalb von Disney Entertainment und trägt dazu bei, die erstklassigen Geschichten von The Walt Disney Company für Fans und Familien weltweit verfügbar zu machen.
Über The Walt Disney Company:
Die Walt Disney Company ist zusammen mit ihren Tochtergesellschaften und verbundenen Unternehmen ein führendes, diversifiziertes internationales Familienunterhaltungs- und Medienunternehmen mit folgenden Geschäftsbereichen: Disney Entertainment, ESPN sowie Disney Experiences. Von seinen bescheidenen Anfängen als Zeichentrickfilmstudio in den 1920er Jahren bis zu seiner aktuellen Vorreiterrolle in der Unterhaltungsindustrie trägt Disney stolz sein Erbe weiter und bietet Geschichten und Erlebnisse von Weltklasse, die alle Familienmitglieder bezaubern. Disneys Geschichten, Figuren und Abenteuer erreichen Verbraucher und Gäste aus allen Teilen der Welt. Gemeinsam schaffen unsere Mitarbeiter und Darsteller aus Niederlassungen in über 40 Ländern der Welt Unterhaltungserlebnisse, die sowohl auf globaler Ebene als auch im heimischen Umfeld begeistern.
Diese Position ist bei Hulu, LLC, das Teil eines Geschäftssegments ist, das wir Disney Direct to Consumer nennen.
Hulu, LLC bietet als Arbeitgeber Chancengleichheit. Die Beurteilung der Möglichkeit der Beschäftigung von Bewerbern erfolgt unabhängig von ethnischer Zugehörigkeit, Religion, Hautfarbe, Geschlecht, sexueller Orientierung, Geschlechtsidentität, Geschlechtsausdruck, nationaler Herkunft, Abstammung, Alter, Familienstand, militärischem Status oder Veteranenstatus, Gesundheitszustand, genetischen Informationen oder einer Behinderung, oder anderer gemäß Bundes-, Landes- oder örtlichem Gesetz verbotener Merkmale. Disney fördert eine Unternehmenskultur, in der Ideen und Entscheidungen aller Personen uns dabei helfen, zu wachsen, innovativ zu sein, die besten Geschichten zu schreiben und in einer sich ständig weiterentwickelnden Welt von Bedeutung zu sein.