Manager, Customer Experience
Jetzt bewerben Später bewerben Job ID 10133959 Standort Santa Monica, Kalifornien, USA / New York City, New York, USA / Glendale, Kalifornien, USA Veröffentlichungsdatum 16/10/2025 Unternehmen Disney Direct to ConsumerJob-Zusammenfassung:
BUILD SOMETHING BIGGER THAN YOURSELF
The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: Disney Entertainment, ESPN, Disney Parks, and Experiences and Products. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.
How will you contribute to our magical experience?
We are looking for a proactive and data-driven Customer Experience Manager to lead and elevate the experience of sports and third-party viewers across the Americas region. In this role, you will be the key driver of operational excellence, stakeholder management, and customer advocacy, ensuring that every viewer interaction reflects the highest standards of service.
You will act as the main point of contact (POC) for both internal teams and external partners, focusing on optimizing workflows, resolving escalations, mentoring team members, and amplifying the Voice of the Customer (VoC) to influence strategic business decisions. If you’re a solutions-oriented leader who thrives in dynamic environments and enjoys making a meaningful impact through data-backed initiatives, this role is for you.
What You’ll Do:
- Lead and manage relationships with third-party partners as the main CX point of contact.
- Monitor performance KPIs, share best practices, and drive continuous improvements.
- Collaborate with global teams to ensure smooth implementations and optimize workflows.
- Own the sports viewer experience, including ESPN events, representing their unique Voice of the Customer.
- Expand LATAM learnings into North America, capturing and escalating key BPO challenges.
- Provide insights to local commercial teams to keep customer experience central to business decisions.
- Align strategies and feedback with regional BPO teams for effective communication and improvements.
- Manage multiple projects while maintaining daily operations and navigating complex organizations strategically.
- Understand sports-specific viewer challenges and deliver insights to VX and business teams.
- Act as liaison for local and regional sports teams to embed CX in sports-related decisions.
- Partner cross-functionally to create sports-specific training, quality guidelines, and talking points.
What You’ll Need:
- Bachelors Degree or equivalent experience
- 5+ years in high-volume customer service environments that includes 1+ years people management or operational leadership experience in fast-paced operations
- Expert in capturing and leveraging the Voice of the Customer for actionable insights.
- Experience in development and managing distribution partners
- Strong analytical, data-driven mindset with KPI interpretation to enhance customer experience.
- Solid background in Customer Experience, ideally in Viewer Experience or digital media.
- Experience managing third-party relationships and influencing cross-functional teams such quality, training, hiring, and self-service.
- Ability to travel as needed for the role
- Proven ability to lead through influence and drive continuous operational improvements.
- Proactive problem solver with excellent project management and workflow optimization skills.
- Comfortable navigating complex organizations and collaborating cross-functionally worldwide.
Preferred Qualifications:
- Familiarity or interest in sports industry and sports viewer needs is a plus
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 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.
“You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.” — Walt Disney
The hiring range for this position in California and New York is $105,100.00 - $140,900.00 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.