Viewer Experience Manager, Sports & Third Parties EMEA

工作 ID 10127072 地點倫敦, 英国 有意工作的公司 Disney Direct to Consumer 日期已公佈 Sep. 01, 2025

申請

工作概要:

Job Summary
Disney+ is the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognised and respected all over the world, including Star Wars, Marvel, Pixar, Disney, and NatGeo.

Our direct-to-consumer (DTC) team is looking for hardworking team players to join the Viewer Experience team, who will thrive upon the legacy of Disney, and 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 Viewer Experience team is looking for a Life Cycle Partnerships Manager to drive our third-party viewers' experience, along with local live sports for the EMEA region. By leading internal and external stakeholder management, viewers' escalations, optimising workflows with a wide range of teams, mentoring team members, and escalating the Voice of the Customer. You are someone who prioritises operational efficiency and enhancing the overall viewer experience. You are a proactive, solutions-oriented leader looking to make a significant impact on customer experience operations and team development and can put data behind these initiatives that will drive the team and business forward.

This is an office-based role. 4 days working in the Hammersmith, London office with 1 day working from home.

The Opportunity & Responsibilities:

Distribution Partnerships

Once partnerships are implemented, lead the relationship with third parties from a customer experience standpoint, acting as the main POC for all customer experience-related topics
Review Performance and main operational KPIs that impact the experience of viewers billed by these third parties, sharing best practices and constantly looking to improve the experience and raise the voice of the customer to internal and external teams
Coordinate implementation plans with global teams such as product teams, workforce management, self-service, launch readiness, training, quality, among others
Become the main POC for local commercial teams, providing them with insights and collaboration to ensure that customer experience is in the core of any business decision
Align all strategies and implementations with regional BPO Partner Management teams to ensure our operations provide and receive feedback related to third-party partners

Sports

Understand viewers' frictions and nuances of sports compared to general viewers' experience, to provide insights to VX and Business teams, to create the best possible experience
Become the main POC for local / regional sports teams, providing them with insights and collaboration to ensure that customer experience is in the core of any business decision
Replicate and expand LATAM learnings into EMEA markets, identifying BPO agents' challenges and making sure we are capturing what we need to raise the VOC of sports viewers, partnering with several teams to produce sports training, quality guidelines and talking points

The Experience We Require From You:

Strong passion for customer service with strong experience in Customer Experience roles
Proven experience in diverse customer experience roles, managing internal and external senior stakeholders.
Strong leadership and problem-solving skills, with the ability to guide teams through escalations and process changes
Exemplary at both providing and receiving feedback
Strong communication skills, with the ability to liaise between internal stakeholders and external partners effectively
Able to take on additional responsibilities and projects while balancing normal workload
Experience in big companies, knowing how to “navigate” in matrix organizations
Data-driven approach
Strategic with short-, mid- and long-term view
Well-versed in the team’s best practices and has a strong understanding of product
Experience with workflow optimisation, quality control processes, and operational reporting
Strong project management skills

The Perks

25 days annual leave
Private medical insurance & dental care
Free Park Entry: You will have the opportunity to enter any of our parks with your family and friends for free
Disney Discounts: you are entitled to discounts on designated Disney products, resort F&B and ticketing
Excellent parental and guardian leave
Employee Resource Groups – WOMEN @ Disney, Disney DIVERSITY, Disney PRIDE, ENABLED, and our Mental Health & Wellbeing Group, TRUST.

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.

We will ensure that individuals with disabilities are provided the necessary accommodations to participate in the job application or interview process, to perform essential job functions, and to receive all benefits of employment. Please contact us to request accommodation.

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 The Walt Disney Company Limited，其所屬的業務部門是 Disney Direct to Consumer。

The Walt Disney Company Limited 是提供平等機會的僱主。考慮是否聘用求職者時，將不論其年齡、種族、膚色、宗教或信仰、性別、國籍、族裔或民族血統、性取向、變性、婚姻或同性伴侶狀況、殘疾或懷孕或生育狀況。Disney 培養商業文化，所有人的想法和決策都有助我們發展、創新、創造最好的故事，並與瞬息萬變的世界息息相關。

遇到技術問題？查看常見問題以尋求協助。