Principal Product Manager, Customer Support Tooling

ジョブID 10131339 勤務地を選択 ニューヨーク, ニューヨーク州, アメリカ合衆国 / サンタモニカ, カリフォルニア州, アメリカ合衆国 / サンフランシスコ, カリフォルニア州, アメリカ合衆国 / シアトル, ワシントン州, アメリカ合衆国 企業名 Disney Entertainment and ESPN Product & Technology 掲載日 Sep. 16, 2025

今すぐ応募

仕事内容:

Disney Entertainment & ESPN Product & Technology

Technology is at the heart of Disney’s past, present, and future. Disney Entertainment and ESPN Product & Technology is a global organization of engineers, product developers, designers, technologists, data scientists, and more – all working to build and advance the technological backbone for Disney’s media business globally.

The team marries technology with creativity to build world-class products, enhance storytelling, and drive velocity, innovation, and scalability for our businesses. We are Storytellers and Innovators. Creators and Builders. Entertainers and Engineers. We work with every part of The Walt Disney Company’s media portfolio to advance the technological foundation and consumer media touch points serving millions of people around the world. 

Here are a few reasons why we think you’d love working here:

Building the future of Disney’s media: Our Technologists are designing and building the products and platforms that will power our media, advertising, and distribution businesses for years to come.
Reach, Scale & Impact: More than ever, Disney’s technology and products serve as a signature doorway for fans' connections with the company’s brands and stories. Disney+. Hulu. ESPN. ABC. ABC News…and many more. These products and brands – and the unmatched stories, storytellers, and events they carry – matter to millions of people globally. 
Innovation: We develop and implement groundbreaking products and techniques that shape industry norms, and solve complex and distinctive technical problems.

Commerce, Data & Identity (CDI) provides the core product management functions for areas crucial to Disney’s media businesses. These include initiatives and products that power digital commerce, identity, and growth, as well as those that reach uniquely across The Walt Disney Company enterprise, such as messaging and privacy, among others. Additionally, it is responsible for the data engineering, science, and products for Disney Entertainment & ESPN, along with their interconnection with other parts of The Walt Disney Company.

The ideal candidate is a visionary leader with a proven track record of building scalable, high-performing platforms. You will combine deep technical understanding with a rigorous, metrics-driven approach to product development, identifying opportunities for innovation, optimizing agent workflows, and ensuring our tooling is robust, efficient, and dynamic enough to adapt to diverse customer needs. We value passionate product leadership that drives with discipline and attention to detail.

Responsibilities

Define and champion the product vision, strategy, and roadmap for our customer support tools, aligning with overall business objectives and customer needs.
Drive highly cross-functional initiatives from ideation and requirements gathering to launch and post-launch optimization.
Collaborate extensively with customer support leadership teams, agents, and other internal stakeholders to deeply understand their workflows, pain points, and ever-evolving tooling needs
Translate complex business problems and user needs into clear and concise product requirements, user stories, and acceptance criteria.
Drive product decisions through a strong analytical and data-driven approach, defining key performance indicators (KPIs) for customer support tooling, monitoring performance, and iterating based on quantitative and qualitative insights.
Proactively identify technical opportunities and challenges, working closely with engineering teams to architect scalable solutions and ensure the technical health and reliability of our commerce tooling.
Champion operational efficiency within the customer support tooling ecosystem, seeking out opportunities for simplification and automation.
Communicate product strategies, progress, and strategic rationale effectively to diverse audiences, including senior leadership and cross-functional partners.
Stay abreast of industry trends, customer service technologies, and emerging best practices in large-scale platform development.
Act as a subject matter expert for customer support tooling and core commerce processes, providing guidance and thought leadership across the organization.

Basic Qualifications

10+ years of product management experience, with a significant portion focused on complex B2B or internal tooling platforms, commerce systems, or large-scale operational tools.
Bachelor’s Degree
Demonstrated experience defining and executing product roadmaps that have led to significant business impact and improved user experience.
Proven ability to lead and influence cross-functional teams, including engineering and design, operations, analytics, and legal & compliance.
Strong technical aptitude with the ability to engage in engineering discussions, understand architectural considerations, and make informed technical trade-offs.
Exceptional analytical skills with a track record of using data, metrics, and various testing approaches to drive product decisions and measure success.
Excellent written and verbal communication skills, capable of communicating effectively across a wide range of audiences.
Experience working in dynamic, fast-paced environments, with a proven ability to manage multiple priorities and adapt to change.
Strong proficiency with agile development methodologies and product management tools (e.g., Jira).

Preferred Qualifications

Experience with customer service platforms, CRM systems, or agent-facing tools in a high-volume environment.
Background in subscription-based businesses or digital streaming services.
Experience with global platforms and understanding of international market nuances.
Proven track record of leveraging AI/ML technologies, such as natural language processing, GenAI, and/or predictive analytics to design and deliver customer service solutions that enhance the user experience, reduce resolution times, and agent productivity.

Additional Information

#DISNEYTECH

#CDI

The hiring range for this position in San Francisco, CA is $201,900 - $270,700 per year, in NYC are and Seattle, WA is $193,100 - $258,900 per year, and in Los Angeles area is $184,300 - $247,100. 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.

今すぐ応募

Disney Entertainment and ESPN Product & Technologyについて:

Disney Entertainment and ESPN Product & Technologyでは、イマジネーションとイノベーションを融合することで、世界中で最も愛されているストーリーや製品をお客様が体験し、それらと触れ合う方法を新たな視点で再考しています。私たちの業務は多岐にわたり、極めて洗練されています。私たちは、すばらしい体験を創造し、メディアの未来を変革すると同時に、世界中の人々と、彼らが愛するストーリーやスポーツとのつながりを深めることができる製品やプラットフォームを構築しています。

世界クラスのテクノロジーと比類のないクリエイティビティを結びつけるDisneyの能力が、私たちをユニークな存在にしています。それは私たちの過去、現在、そして未来の核心にあるものです。私たちはストーリーテラーであると同時にイノベーターでもあり、クリエイターであると同時にビルダーでもあり、エンターテイナーであると同時にエンジニアでもあります。

The Walt Disney Company について:

The Walt Disney Companyは、その子会社・関連会社とともに、多様性あふれる国際企業として、Disney Entertainment、ESPN、Disney Experiencesの3事業を柱に、ファミリー向けエンターテインメントとメディアの世界をけん引しています。1920年代に小さなアニメ・スタジオとしてスタートしたDisneyは、今日のエンターテインメント業界において卓越した存在となりました。ディズニーは今後も、子供から大人まで、ご家族のだれもが楽しめる一流の物語や体験を生み出し続けます。Disneyのストーリーやキャラクター、体験は、世界中のあらゆる場所の消費者やお客様に届けられています。当社は40カ国以上で、従業員とキャストメンバーが一丸となり、世界的にも地域的にも歓迎されるエンターテインメント体験を創出しています。

このポジションはDisney Streaming Technology LLCという事業部門の一つであるDisney Entertainment and ESPN Product & Technologyでのお仕事です。

Disney Streaming Technology LLC は機会均等雇用主です。応募者は、人種、宗教、肌の色、性別、性的指向、ジェンダー、性自認、性表現、国籍、家柄、年齢、配偶者の有無、軍役経験の有無やその地位、健康状態、遺伝情報や障がい、または連邦法や州法、地方法で禁止されているその他の法的根拠に関係なく、雇用の検討対象となります。Disneyは、すべての人々のアイデアと決断が、成長、革新、最高のストーリーの創造に役立ち、絶えず進化する世界において、価値ある存在になれるよう支援するビジネス環境を支持します。

求人応募における障害者への配慮

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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