Global Manager, Workforce Optimization

工作 ID 10126718 地點圣安东尼奥, 德克萨斯州, 美國 有意工作的公司 Disney Direct to Consumer 日期已公佈 Aug. 08, 2025

申請

工作概要:

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, Day to day leader for Incident Management Analysts 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 combined Disney Streaming Services and Hulu’s Viewer Experience team is seeking a Global Manager, Workforce Optimization (GMWFO), who will be an exceptional addition to our team. As a GMWFO, you will provide vision and guidance to our team using prior work experiences to mentor and develop WFO leaders and team members across the overall Viewer Experience (VX) organization. In this role, you will be working across Hulu, Disney+, and ESPN+ streaming services. The right person for this role will effectively collaborate with key VX leaders and business partners across organizations/companies to drive improvements and efficiency in the operation. You will provide strategic direction to the organization in the areas of Real-Time Management, Intraday Analysis, Forecasting, and Scheduling. You will partner closely with the Capacity Planning leader to ensure effective staffing projections to achieve service level and performance goals. If you are someone who can think strategically, efficiently scale an organization, and meet the needs of our viewers across multiple products, geographies, and channels, this is a great role for you.

As the leader of the Workforce Optimization Team in San Antonio, Texas, you will possess a highly proficient knowledge and execution of Workforce Theory and Best Practices to include all contact center operations and metrics. You will lead an operation that operates 24x7x365 across multiple domestic and international sites/locations across multiple products.

What You Will Do

Build, mentor, and lead a team of leaders that support WFO Analysts responsible for overall staffing needs across Hulu, Disney+, and ESPN+ in multiple geographies (North America, EMEA, Latin America, Asia Pacific)

Drive and support initiatives across all internal/external partners to improve the customer experience

Lead analytical, data-driven, and tactical planning teams

Collaborate and connect with multiple teams internally, externally, and across BPOs, Domestic and Internationally, to gain consensus and ensure staffing strategies are implemented

Create strategic recommendations to improve productivity while balancing service levels and costs

Present root cause, and deep-dive analysis findings to key business partners to improve effectiveness

Create an environment where team members are flexible and able to adjust in real-time to the changing needs of the business to improve the employee and customer experience

Troubleshoot and provide feedback for complex problems related to product launches or marketing initiatives, technology, natural disasters, finance or billing changes and impacts, cyclical effects, etc.

Work with senior leadership to develop policies, procedures, and training sessions that will meet the needs of their department

Supervise the training, development, and performance of employees; provide consistent mentoring and feedback

Handle complex, escalated, or urgent issues related to contact center management

Interview and hire workforce personnel, as needed

What You’ll Need

Bachelor’s degree or equivalent experience in WFM

7+ years of Workforce Management experience, including 2 years in a people management role

Advanced experience working with contact center telephony with a specific focus on real-time management of workflows

Extensive knowledge of contact center operations, including metrics and mathematics

Developed capacity to work and interact with people at various levels of a professional organization, from associates to senior leadership. Success in working cross-functionally and independently across numerous teams with various functional partners

Ability to collaborate across the organization, specifically teaming up with Tech to respond to incidents and drive improvements

Adaptable to a constantly evolving and consistently fast-paced environment

Proven experience working with international Business Process Outsourcers

Flexible Schedule – Willing to support Operational Needs, including some weekends, nights, and holidays

Ability to travel within the U.S. and globally, if needed

Preferred Qualifications

Experience with Salesforce, Nice/CXOne, ServiceNow, and Team Collaboration tools (Slack/Teams)

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

申請

關於Disney Direct to Consumer:

Disney 的直接消費者團隊負責監督 Disney Entertainment 中的 Hulu 和 Disney+ 串流業務，協助將 The Walt Disney Company 一流的故事講述給世界各地的粉絲和家庭。

關於 The Walt Disney Company:

Walt Disney Company 連同其子公司和聯營公司，是領先的多元化國際家庭娛樂和媒體企業，其業務主要涉及三個範疇：Disney Entertainment、ESPN 及 Disney Experiences。Disney 在 1920 年代的起步之初，只是一間卡通工作室，至今已成為娛樂界的翹楚，並昂然堅守傳承，繼續為家庭中每位成員創造世界一流的故事與體驗。Disney 的故事、人物與體驗傳遍世界每個角落，深入人心。我們在 40 多個國家/地區營運業務，僱員及演藝人員攜手協力，創造全球和當地人們都珍愛的娛樂體驗。

這個職位隸屬於 Hulu, LLC，其所屬的業務部門是 Disney Direct to Consumer。

Hulu, LLC 是提供平等就業機會的僱主。求職者都會獲得聘僱考量的機會，不分種族、宗教、膚色、生理性別、性傾向、社會性別、性別認同、性別表達、原國籍、血統、年齡、婚姻狀態、軍人或退伍軍人身份、醫療狀況、遺傳資訊或殘疾狀況、或者聯邦、州級或地方法律所禁止的其他任何基本特徵。Disney 提倡讓所有人的想法和決策都有助我們發展、創新、創造最好故事的商業環境，並與瞬息萬變的世界息息相關。

就業申請的殘疾便利安排

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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