Manager, Customer Experience
Detalles del empleo:
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.
Acerca de Disney Direct to Consumer:
El equipo Direct to Consumer de Disney supervisa los negocios de streaming de Hulu y Disney+ dentro de Disney Entertainment, lo que permite llevar la inigualable narrativa de The Walt Disney Company a los aficionados y familias de todo el mundo.
Acerca de The Walt Disney Company:
The Walt Disney Company, junto con sus subsidiarias y afiliadas, es una empresa internacional diversificada líder en entretenimiento familiar y medios de comunicación que incluye tres segmentos comerciales principales: Disney Entertainment, ESPN y Disney Experiences. Desde sus humildes comienzos como estudio de dibujos animados en la década de 1920 hasta su reconocido nombre en la industria del entretenimiento en la actualidad, Disney continúa con orgullo su legado de crear historias y experiencias de clase mundial para toda la familia. Las historias, los personajes y las experiencias de Disney llegan a consumidores e invitados de todos los rincones del mundo. Con operaciones en más de 40 países, nuestros empleados y miembros del elenco trabajan juntos para crear experiencias de entretenimiento que sean apreciadas a nivel local y global.
Este puesto es en Hulu, LLC, que forma parte de una empresa comercial que denominamos Disney Direct to Consumer.
Hulu, LLC es un empleador que ofrece igualdad de oportunidades. Los solicitantes recibirán consideración para el empleo independientemente de su raza, religión, color, sexo, orientación sexual, género, identidad de género, expresión de género, nacionalidad, ascendencia, edad, estado civil, condición de militar o veterano, afección médica, información genética o discapacidad, o cualquier otro fundamento prohibido por la ley federal, estatal o local. Disney defiende un entorno empresarial donde las ideas y decisiones de todas las personas nos ayudan a crecer, innovar, crear las mejores historias y ser relevantes en un mundo en constante evolución.
ADAPTACIÓN POR DISCAPACIDAD PARA SOLICITUDES DE EMPLEO
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.
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