Manager, Customer Experience

工作 ID 10133959 地點圣莫尼卡, 加利福尼亚州, 美國 / 纽约, 纽约州, 美國 / 格倫代爾, 加利福尼亚州, 美國 有意工作的公司 Disney Direct to Consumer 日期已公佈 Oct. 16, 2025

申請

工作概要:

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.

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.

遇到技術問題？查看常見問題以尋求協助。